Service Manager

Coastal CAT; Pompano Beach (FL); On-site; USD 70,000 - 110,000; Full time

Job summary

Coastal CAT in Florida is seeking a Service Manager to direct and coordinate customer service activities, oversee a branch service team, and maintain strong customer relations while pursuing sales and gross profit targets.You will report to the General Manager, manage service pricing, reviews, safety protocols, and training, visit key customers, and collaborate with parts, rental, and finance to optimize branch performance.

Qualifications

• Experience leading service teams and achieving sales targets.
• Strong interpersonal and written/verbal communication skills.
• Experience with reporting to upper management.
• Knowledge of service department operations.

Responsibilities

• Direct and coordinate service activities across the branch.
• Oversee a service team to ensure exceptional delivery and meet targets.
• Prepare and present performance reports to management.
• Maintain strong customer relationships and handle escalated issues.
• Coordinate with Parts, Rental, and Finance to optimize branch performance.

Skills

Leadership

Customer relations

Problem solving

Team development

Communication

Sales target achievement

Mentoring

Adaptability

Education

Bachelor's degree in business or technical field

Tools

CRM

Payroll software

Office software

Job description

Position Scope

The Service Manager position is responsible for directing and coordinating customer service activities by conferring with customers and representatives to evaluate and maintain good customer relations, servicing accounts in a timely manner, resolving complaints and ensuring effective communications. The individual in this role also develops and grows business through the management of service to achieve targeted sales and gross profit margins, while monitoring and controlling service expenses to ensure income is maintained at the highest possible percentage.

Description

The Service Manager position is responsible for directing and coordinating customer service activities by conferring with customers and representatives to evaluate and maintain good customer relations, servicing accounts in a timely manner, resolving complaints and ensuring effective communications. The individual in this role also develops and grows business through the management of service to achieve targeted sales and gross profit margins, while monitoring and controlling service expenses to ensure income is maintained at the highest possible percentage.

As a Service Manager, you will be working in a dynamic and fast-paced environment that requires a high level of organizational and interpersonal skills. The role will involve overseeing a team of service professionals, ensuring exceptional service delivery, and managing both internal and external customer relationships.

Requirements

Knowledge and Skill Requirements

• Responsible problem solver, capable of proactively addressing challenges and adapting to the needs of customers, suppliers, and employees.
• Works collaboratively with colleagues, while also being an ethical leader who inspires confidence and respect among their team.
• Experience in managing and developing other people while also providing detailed reports to upper management.
• Excellent interpersonal and customer relations skills, fostering a positive experience for both employees and customers alike.
• Strong leadership and management skills are crucial, as this role involves overseeing multiple teams and ensuring they meet performance and sales targets.
• Effective written and verbal communication is a must for interacting with internal teams and external customers, ensuring clarity and understanding in all exchanges.
• The ideal Service Manager will exhibit a strong desire to learn new technologies and integrate them into daily operations to improve service and efficiency.
• A working knowledge of office equipment operations is necessary to streamline administrative tasks and support the overall functioning of the service department.
• Highly motivated and driven by the goal of meeting and exceeding company objectives, with a strong understanding of the company’s equipment and market trends.

Preferred Qualification(s)

• Previous Caterpillar Experience
• Background in service operations and comprehensive knowledge of heavy equipment repair procedures and applications preferred.

Education Requirements

• 4 Year bachelor's degree in business, or Technical degree, or comparable industry experience, related field of study

Essential Job Functions

• Communicate and collaborate professionally and timely with other Service Managers, GMs, Executives, Corporate, Parts Managers, and direct reports. Ensure that all direct and indirect reports do the same.
• Ensure company expectations are effectively communicated and met.
• Report regularly to management on performance at the branch. Communicate with any issues that arise in the branch immediately.
• Participate in all Service Manager meetings.
• Communicate corporate and Human Resources updates and initiatives to branch employees.

External Communication (Suppliers, Vendors, Customers, etc.)

• Communicate professionally and timely with all suppliers, vendors, customers, etc. Ensure all direct and indirect reports do the same.
• Understand the roles and responsibilities of Stowers in relation to suppliers, vendors, and customers, while upholding expectations on both ends.

Service

• Directly manage Mechanics and other Service Department staff at their branch.
• Manage service account pricing and plans with General Managers and Product Support Representatives.
• Review performance reports monthly with the General Manager and Parts Manager. Develop strategic initiatives for improving any Service Department shortfalls with the management team.
• Visit customers as needed.

Parts

• Review performance and call reports through CRM.
• Review performance reports monthly with parts personnel and develop strategic initiatives for improving any Parts Department shortfalls with the management team.

Rental

• Review performance reports monthly with the General Manager and develop strategic initiatives for improving Rental Department performance with the management team.

Safety

• Work with the Safety Manger, General Managers, Executives, and mechanics to ensure safety plans and all safety protocols are followed to prevent incidents.
• Attend and help lead safety meetings.
• Ensure safety incidents are handled properly, including documentation, reporting, training, and discipline.
• Must administer all company safety policies and training according to established procedures along with ensuring conformance to company policies and best practices.

Training & Technology

• Ensure all employees are up to date with all the required training, and responsible for identifying any additional training needs in the region.
• Serve as a liaison between General Managers, Executives, and the Training Director to improve and maximize Stowers and/or our supplier’s training programs.
• Ensure adoption of the CRM by Product Support team, service logistics by the mechanics, and payroll software by all service employees at the branch.
• The Operations Manager must be fully versed in CRM, Service Logistics, and the required HR functions of the payroll software.
• Responsible for the quality and frequency of training for their direct reports (Mechanics, Direct Reports, etc.)
• Help develop annual meeting programs and other training events for their direct reports.
• A clear understanding of Stowers’ administrative and financial systems is required.

Physical And Mental Requirements

• Sit and stand for long periods of time
• Manual dexterity to operate a computer and other office machines
• Clear and understandable speaking voice for the purposes of telephone communication
• Ability to lift objects up to 50 pounds
• Stoop, kneel, or crouch
• Correctable vision and hearing