Service Manager - CAT Dealership

WIESE GROUP•Lansdowne, MD

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 in Baltimore, Maryland. The manager oversees daily service operations, leads and develops service technicians and support personnel, and works to provide exceptional customer service while improving departmental performance and profitability. The role balances the daily demands of a busy service operation with strategic planning for continued growth. The manager works with parts, sales, rental, and other departments to coordinate customer service, builds strong customer relationships, promotes teamwork and accountability, and supports continuous improvement. The position also champions workplace safety and ensures compliance with OSHA requirements, company policies, and applicable industry standards. Wiese USA describes its culture as focused on people, relationships, servant leadership, teamwork, and long-term success. The company says it invests in team members, encourages professional development, and offers 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 branch team members.
Recruit, train, coach, and develop service team members, building an engaged and accountable team.
Coordinate with parts, sales, rental, and other departments to serve customers.
Promote continuous improvement, teamwork, high-quality results, and exceptional customer service.
Champion workplace safety and make team members’ 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.
Promote accountability and ownership of safety practices throughout the service department.
Ensure technicians have the tools, equipment, training, and resources needed to do their jobs effectively.
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 operating 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 and professional manner.
Improve processes and results while taking ownership and developing talent.
Work alongside the team, interact with customers, and evaluate the department’s financial performance.