Service Manager

Carolina Cat; Charlotte (NC); On-site; USD 75,000 - 110,000; Full time

Job summary

Carolina Cat in Charlotte, NC is seeking a senior Service Operations Supervisor to coordinate technicians and manage daily shop activities. This role focuses on quality, reliability, efficiency, and customer satisfaction, requiring strong organizational and leadership abilities.

The successful candidate will prioritize jobs, track progress, and maintain clear communications with customers and internal teams, ensuring timely delivery and high service standards.

Qualifications

• Requires a four-year college degree in business management or equivalent with 6+ years in mechanical/service management and supervisor experience.
• Or a two-year technical school graduate with around 8 years of similar experience and at least three years in supervision.
• Minimum 5 years of hydraulics work experience.

Responsibilities

• Interrelationship - Prime liaison between the Service Department, the customer, and other departments on technician operations, establishing job priorities and daily schedules.
• Credit and COD Clearance - Monitor customer credit limits and coordinate COD with the Service Accountant.
• Work Order Audit - Review time cards, service reports, purchase orders, expense vouchers, and work order summaries for accuracy before closing.
• Parts Coordination - Manage parts needs for mechanics and expedite unusual parts requests with the Parts Department.
• Customer Complaint Investigation - Research complaints and provide work justification to maintain goodwill and resolve issues.
• Technical Assistance - Provide technical support to mechanics and coordinate complex problems with the Company Technical Communicator.
• Maintain cleanliness and orderliness of the Service office and related areas.
• Meetings and Evaluations - Conduct monthly meetings to share information and assess employee performance.
• Report major account activity in writing on the day it occurs.
• Promote good customer relations, safe work practices, and efficient operating procedures.
• Other duties as assigned.

Education

Four year college graduate preferably in business management with 6 years mechanical and service management experience with at least two years management/supervisor experience

Two year technical school graduate with approximately 8 years similar experience with at least three as a supervisor

Must have 5 years of work experience in hydraulics

CDL

Tools

MS Excel

MS Access

MS Word

Job description

As a family-owned company under our fourth generation of leadership, we have built our business based on the principles of trust, integrity, and a desire to help our customers and employees succeed.

Since 1926, we’ve supported our communities by supplying equipment for critical infrastructure and commerce and by donating our time and resources to area nonprofits. We make smart investments in our company and continuously improve as part of our vision to be a trailblazing company that’s built to last.

We’re looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we’re committed to providing a work experience that helps our team grow to their full potential.

Collectively, our employees work together to make a difference for our customers, our communities, and our company. Learn more about what it means to become a team member with Carolina Cat.

Summary

Schedule and coordinate the activities of all technicians in their assigned department. Ensure that the operation focuses upon quality, reliability, efficiency, and customer satisfaction.

Essential Functions

• Interrelationship - Prime liaison between the Service Department, the customer, and other departments of Company on matters pertaining to technician operations and business from general public. Establish job priorities and schedule daily job assignments for each mechanic. Provide close job follow using radio and telephone to revise schedules and assignments in order to maximize customer service. Maintain a work-in-process follow system on all jobs and advise customers of delays, rescheduling, and status on work-in-process jobs. Provide job status reports weekly.
• Credit and COD Clearance - Ensure that customer credit policies are maintained. Check customer credits limits and confer with Credit Manager when necessary. Coordinate COD activities with Service Accountant. Ensure that all COD jobs are collected on a daily
• Work Order Audit - Review all time cards, service reports, purchase orders, expense vouchers, and work order job closing summaries for legibility, accuracy, and completeness before timely work order closing.
• Parts Coordination - Coordinate parts needs for Mechanics and provides appropriate parts back order follow with the appropriate Parts Department personnel. Expedite all unusual parts requirements.
• Customer Complaint Investigation - Research customer complaints and provide work justification material in order to maintain customer goodwill. Alert Service Manager of unusual customer problems. Effect appropriate settlements or solutions.
• Technical Assistance - Provide technical assistance for Mechanics. Coordinate complex technical problems or factory contacts through the Company Technical Communicator. Manage Caterpillar technical literature and Product Bulletins.
• Maintain a high standard of cleanliness and orderliness for the Service office, trucks, literature, and appropriate parts drop-off and pick-up areas.
• Meetings and Evaluations - Conduct monthly meetings for all assigned employees. Use those sessions to share new or pertinent technical information and provide a setting where employees may feel free to discuss concerns, make suggestions and share work experiences. Appraise the performance of assigned individuals in accordance with Company policy. Report results.
• Report, in writing, all significant major account activity on the day of occurrence.
• Promote among Technicians the need for good customer relations, safe work practices, and efficient operating procedures. Ensure that they consistently produce work that is done in a neat and craftsman-like manner
• Other duties as assigned.

Supervisory Responsibilities

This job has supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions.

Education and/or Experience

• Four year college graduate preferably in business management with 6 years mechanical and service management experience with at least two years management/supervisor experienceORTwo year technical school graduate with approximately 8 years similar experience with at least three as a supervisor.
• Must have 5 years of work experience in hydraulics.

Computer Skills

Must have intermediate level PC skills, especially with MS Excel, Access and Word.

Certificates, Licenses, Registrations

CDL

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Workplace Requirements

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and /or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud.

We are an Equal Opportunity Employer

We require all employees to treat all our employees and candidates as equals. All personnel actions are conducted in the spirit of equal employment. We’re committed to recruit, train, promote and retain associates without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation or any other characteristic protected by applicable local, state or federal laws.