Service Manager - CAT Dealership

Wiese Group•East Tuscumbia, AL

About The Position

Wiese USA is seeking an experienced, results-driven Service Manager to lead the service department at a large, established material handling equipment dealership. The manager oversees daily service operations, leads and develops service technicians and support personnel, delivers exceptional customer service, and drives departmental performance and profitability. The role balances day-to-day operational demands with strategic planning for continued growth and success. The Service Manager provides leadership and support to branch Team Members; recruits, trains, coaches, and develops service staff; and collaborates with parts, sales, rental, and other departments. The role champions workplace safety and ensures compliance with OSHA requirements, company policies, and applicable industry standards. It also oversees scheduling, dispatching, work orders, technician productivity, department expenses, labor costs, and budgets, while identifying opportunities to grow service revenue. The manager maintains customer relationships, ensures timely and high-quality service, and resolves customer concerns professionally. Wiese USA describes its culture as focused on people, relationships, servant leadership, teamwork, professional development, and opportunities for career growth.

Requirements

At least 4 years of experience in service management, preferably in material handling, forklift, heavy equipment, automotive, or a related industry.
Previous experience leading and developing a team of technicians or service professionals.
Strong understanding of service department operations, technician productivity, labor utilization, and departmental financial performance.
Demonstrated ability to manage budgets, monitor performance metrics, and drive profitability.
Excellent leadership, communication, organizational, and problem-solving skills.
Strong customer service orientation and ability to build and maintain long-term business relationships.
Ability to manage competing priorities in a fast-paced, customer-focused environment.
Proficiency with business systems, service management software, and Microsoft Office.
Commitment to workplace safety and Team Member development.

Responsibilities

Provide leadership, direction, and support to all branch Team Members.
Recruit, train, coach, and develop service Team Members and build an engaged, accountable team.
Work with parts, sales, rental, and other departments to coordinate customer service.
Promote continuous improvement, teamwork, quality results, and exceptional customer service.
Champion safety in service operations and ensure technicians follow established safety procedures.
Conduct safety meetings, inspections, and reviews to identify hazards and prevent injuries.
Ensure Team Members are trained in equipment operation, safe work practices, and the use of personal protective equipment (PPE).
Monitor safety performance, investigate incidents and near misses, and implement corrective actions.
Maintain compliance with OSHA requirements, company safety policies, and applicable industry standards.
Promote accountability and ownership of safety practices throughout the service department.
Ensure technicians have appropriate tools, equipment, training, and resources.
Oversee daily service operations, including scheduling, dispatching, work order management, and technician productivity.
Monitor labor sales, technician efficiency, productivity, work order performance, and departmental profitability.
Manage department expenses, labor costs, and operational budgets.
Identify opportunities to increase service revenue through customer relationships, preventative maintenance programs, and expanded service offerings.
Ensure customers receive timely, professional, high-quality service and maintain strong customer relationships.
Resolve customer concerns and service-related issues in a timely and professional manner.
Lead by example, hold employees accountable, develop talent, and improve processes and results.