Service Manager - CAT Dealership

Wiese Group; Baltimore (MD); On-site; USD 70,000 - 90,000; Full time

Job summary

Wiese Group is looking for a Service Manager in Baltimore, MD to lead a skilled team of technicians, delivering exceptional customer service in the material handling industry. In this role, you'll manage daily operations, build strong customer relationships, and ensure compliance with safety standards.

The ideal candidate has 5+ years of service operations experience, proven leadership skills, and a strong technical background in equipment maintenance. You will play a crucial role in driving performance and service quality.

Qualifications

• 5+ years of experience in service operations in a leadership role.
• Strong technical knowledge of forklifts or similar equipment.
• Proven leadership, coaching, and team management skills.

Responsibilities

• Recruit, train, schedule, and supervise service technicians.
• Manage daily service department operations.
• Build and maintain strong relationships with customers.

Skills

Leadership

Customer service

Problem-solving

Technical knowledge of forklifts

Service management software proficiency

Tools

Microsoft Office

Job description

Job Location: Baltimore, MD 21230

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.

Qualifications

• 5+ years of experience in service operations, in a leadership position.
• Strong technical knowledge of forklifts or similar equipment preferred.
• Proven leadership, coaching, and team management skills.
• Excellent customer service and relationship management abilities.
• Strong organizational and problem-solving skills.
• Proficiency with service management software and Microsoft Office.
• Familiarity with OSHA safety regulations.