Special Operations Service Manager

Wheeler Machinery•Salt Lake City, UT

4d•Onsite

About The Position

Wheeler Machinery in Salt Lake City is hiring a full-time Special Operations Service Manager. You'll own safety, revenue, profit, and expense performance while delivering world-class service on-time job starts and completions, rapid field weld response, and proactive customer communication and coach a team built on urgency and ownership. Deliver a ZERO recordable accident workplace; champion safety as the priority in every decision.

Requirements

High school diploma or equivalent required; undergraduate degree strongly preferred.
Industry experience in heavy equipment product support, service operations, or a related field.
Demonstrated experience managing shop or field service operations, including P&L accountability.
General knowledge of the full Caterpillar equipment line and the product support activities required to maintain and repair that equipment.
Proficiency with or ability to quickly learn: DBS, WMS, PTMS, SIS Web, Antares, CAT Interact, Asana, and Microsoft Office Suite.
Familiarity with 5S, and CI methodologies.
Proven ability to motivate, develop, and empower teams; lead by example and inspires a culture of ownership and accountability.
Strong communication skills written and verbal with the ability to convey technical information clearly to customers, technicians, and senior leadership.
Analytical thinker capable of understanding complex operational issues and driving data-informed solutions.
Positive, open-minded approach; willing to present new ideas and challenge the status quo to achieve better outcomes.
Ownership: Takes personal accountability for problems and drives them to resolution professionally and efficiently.
Urgency: Understands the time-sensitive nature of customer equipment availability and acts accordingly.
Integrity: Makes decisions with honesty and upstanding character even under pressure.
Adaptability: Thrives in a dynamic environment; able to balance short-term demands with long-term strategic priorities.
Continuous Learner: Actively seeks out new knowledge, tools, and best practices; willingness to learn from both successes and failures.

Nice To Haves

Bachelor’s degree in business, Engineering, Operations Management, or a related field.
Prior experience in a Caterpillar dealer network or heavy equipment OEM environment.
Direct experience with CAT Interact for repair documentation and customer communication workflows.
Proven track record managing service operations KPIs including response time.

Responsibilities

Own the overall performance of SLC Spec Ops Service Operations including achievement of safety, revenue, profit, Return on Assets, and expense budgets on a monthly, quarterly, and annual basis.
Achieve and sustain a 95% on-time start rate jobs must begin on the date communicated to the customer.
Achieve and sustain a 95% target completion date accuracy jobs must be finished by the date promised to the customer.
Ensure all repair approvals and customer communication are fully documented in CAT Interact prior to & completion of work; no undocumented repairs.
Oversee personnel scheduling to ensure all customer commitments are met while actively managing labor expenses.
Collaborate cross-functionally with Parts, Sales, and Finance to resolve operational bottlenecks and improve throughput.
Manage Field Weld service dispatch and technician deployment to achieve response times under 48 hours for all customer service requests, with an operational goal of 24-hour response.
Monitor open field weld service work orders daily; escalate aging requests and implement corrective action to maintain response targets.
Ensure field weld technicians document all customer communication, scope changes, and approvals in CAT Interact in real time.
Build and maintain strong customer relationships across Mining and Construction industries; proactively address concerns before they escalate.
Drive market share, customer satisfaction scores, and growth targets through hands-on business development with key accounts.
Maintain clear, proactive communication with customers on job status, delays, and any scope changes no surprises.
Lead, coach, and mentor all direct reports toward achievement of Caterpillar and Wheeler Machinery goals and objectives.
Build a pipeline of leadership talent and maintain succession plans for direct reports and other key roles.
Conduct regular performance reviews, set clear expectations, and provide ongoing coaching to elevate technician and service supervisor performance.
Foster a team environment that values accountability, urgency, and commitment to world-class customer experience.
Identify and pursue growth opportunities within the territory; develop and execute strategies to expand product support market share.
Stay current on Caterpillar technology, service programs, and competitive landscape; bring forward new ideas that improve productivity and profitability.
Work closely with leadership team to develop timely solutions to customer concerns and continuous improvement initiatives.