Service Manager - CAT Dealership

Wiese Usa, Inc.; Baltimore (MD); On-site; USD 90,000 - 110,000; Full time

Job summary

Wiese Usa, Inc. in Baltimore seeks a Service Manager to lead a skilled team of technicians, drive performance, and ensure exceptional service for our customers in the material handling industry.

You'll build a high-performing team, strengthen customer partnerships, and shape the future of our service operations by optimizing dispatch, scheduling, and daily workflow while maintaining safety standards. You will monitor KPIs, manage budgets, review billing accuracy, coordinate parts and repairs,

Qualifications

• Demonstrated leadership of service teams in a fast-paced environment.
• Experience coordinating dispatch, scheduling, and work orders.

Responsibilities

• Lead service technicians and staff to maintain high productivity and professional development.
• Manage daily service department operations, including dispatching and work order management.
• Build and maintain strong customer relationships through timely service and clear communication.
• Monitor technician performance, KPIs, and drive process improvements for efficiency.
• Enforce safety policies and ensure OSHA/compliance standards are followed.
• Oversee budgets, review billing accuracy, and help drive service revenue growth.
• Coordinate with parts/operations to ensure availability of components for repairs.
• Identify opportunities to improve processes and reduce downtime.

Skills

Team Leadership

Dispatch & Scheduling

KPI Tracking

Customer Relations

Process Improvement

Job description

At Wiese USA, excellent service is the heartbeat of everything we do—and the Service Manager is the leader who keeps it running strong. In this role, you’ll be at the center of a fast-paced operation, leading a skilled team of technicians who keep our customers’ equipment moving and their businesses productive. You’ll drive performance, solve complex challenges, and deliver an exceptional service experience that sets Wiese apart in the material handling industry.

This is more than a management role—it’s an opportunity to build a high-performing team, strengthen customer partnerships, and shape the future of our service operations. If you thrive on leadership, enjoy working close to the action, and take pride in turning great service into lasting customer relationships, this role offers the chance to make a real impact every day.

Key Responsibilities

• Team Leadership: Recruit, train, schedule, and supervise service technicians and support staff to ensure high productivity and professional development.
• Service Operations: Manage daily service department operations, including dispatching, scheduling, and work order management.
• Customer Support: Build and maintain strong relationships with customers by ensuring timely service, clear communication, and effective problem resolution.
• Performance Management: Monitor technician performance, track KPIs, and implement process improvements to increase efficiency and service quality.
• Safety & Compliance: Enforce company safety policies and ensure compliance with OSHA and company standards.
• Financial Oversight: Manage service department budgets, control costs, review billing accuracy, and help drive service revenue growth.
• Equipment & Parts Coordination: Work closely with parts and operations teams to ensure availability of necessary components for repairs and maintenance.
• Continuous Improvement: Identify opportunities to improve processes, reduce downtime for customers, and enhance overall service delivery.