Service Manager - CAT Dealership

Wiese USA; Baltimore (MD); On-site; USD 90,000 - 130,000; Full time

Job summary

Wiese USA is seeking a Service Manager to lead a skilled team of technicians, drive service performance, and maintain outstanding customer relationships in the material handling industry. You will oversee dispatch, scheduling, budgets, safety, and continuous improvement while partnering across parts and operations to minimize downtime and grow service revenue.

This leadership role emphasizes hands-on action close to the field, mentoring staff, implementing process improvements, and delivering an

Responsibilities

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

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.