Service Manager - CAT Dealership

WIESE GROUP•Indianapolis, IN

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 will oversee daily service operations, lead and develop service technicians and support personnel, deliver exceptional customer service, and drive departmental performance and profitability. The role balances day-to-day operational demands with strategic planning for continued growth. The Service Manager provides leadership and support to branch Team Members, recruits and develops service personnel, and works across departments to coordinate customer service. The manager oversees scheduling, dispatching, work orders, technician productivity, resources, budgets, expenses, and performance metrics. The role also supports customer relationships, service revenue growth, and preventative maintenance programs. A central part of the position is championing safety. The manager ensures safe work practices, appropriate training and use of personal protective equipment, and compliance with OSHA requirements, company policies, and applicable industry standards. The manager also conducts safety meetings and reviews, investigates incidents and near misses, and implements corrective actions. The ideal candidate is a hands-on leader who leads by example, develops talent, holds people accountable, embraces change, and improves processes and results. They are comfortable working with their team, interacting with customers, and evaluating the department’s financial performance.

Requirements

At least 4 years of experience in service management, preferably in material handling, forklift, heavy equipment, automotive, or a related industry.
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 branch Team Members.
Recruit, train, coach, and develop service Team Members and build an engaged, accountable team.
Coordinate with parts, sales, rental, and other departments to serve customers effectively.
Promote continuous improvement, teamwork, quality results, and exceptional customer service.
Champion safety and make Team Member safety a priority in service operations.
Ensure technicians follow safety procedures when servicing, repairing, and maintaining material handling equipment.
Conduct safety meetings, inspections, and reviews to identify hazards and prevent injuries.
Ensure Team Members are trained in equipment operation, safe work practices, and personal protective equipment use.
Monitor safety performance, investigate incidents and near misses, and implement corrective actions.
Maintain compliance with OSHA requirements, company safety policies, and applicable industry standards.
Oversee daily service operations, including scheduling, dispatching, work order management, and technician productivity.
Ensure technicians have the tools, equipment, training, and resources needed to perform their jobs.
Monitor labor sales, technician efficiency, productivity, work order performance, and departmental profitability.
Manage department expenses, labor costs, and operational budgets.
Identify opportunities to grow 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, professional manner.