Service Manager - CAT Dealership

Wiese USA, Inc.; University City (MO); On-site; USD 80,000 - 105,000; Full time

Job summary

Wiese USA seeks an experienced Service Manager to lead our service department within a large material handling equipment dealership. You will oversee daily operations, guide a team of technicians, and foster strong customer relationships to drive performance and profitability.

The ideal candidate demonstrates leadership, strategic thinking, and a commitment to safety and quality. You will collaborate across parts, sales, and rental departments to ensure a seamless service experience and ongoing

Qualifications

• 4+ years of experience in service management in relevant industries.
• Experience leading technicians or service professionals.
• Strong understanding of service department operations and profitability.
• Ability to manage budgets and monitor performance metrics.

Responsibilities

• Provide leadership, direction, and support to all team members of the branch.
• Recruit, train, coach, and develop service team members while building a strong, engaged, and accountable team.
• Work closely with parts, sales, rental, and other departments to ensure a coordinated approach to serving customers.
• Promote continuous improvement, teamwork, a high quality results with exceptional customer service.
• Drive safety culture and ensure technicians follow established safety procedures.
• Monitor safety performance, investigate incidents, and implement corrective actions to prevent recurrence.
• Oversee daily service operations including scheduling, dispatching, work order management, and technician productivity.
• Manage department expenses, labor costs, and operational budgets.
• Identify opportunities to grow service revenue through customer relationships and preventive maintenance programs.
• Ensure customers receive timely, professional, and high-quality service while maintaining strong customer relationships.

Skills

Leadership

People development

Operational excellence

Safety culture

Customer service orientation

Tools

Service management software

Microsoft Office

Job description

Wiese USA is looking for an experienced and results-driven Service Manager to lead our service department at a large, established material handling equipment dealership. This individual will oversee daily service operations, lead and develop a team of service technicians and support personnel, and ensure exceptional customer service while driving departmental performance and profitability.The ideal candidate is a strong leader who understands the importance of developing people, building lasting customer relationships, maintaining operational excellence, and creating a culture of accountability and teamwork. This role requires someone who can balance the day-to-day demands of a busy service operation with the ability to plan strategically for continued growth and success.Essential Duties and ResponsibilitiesLeadership.Provide leadership, direction, and support to all Team Members of your branch.Recruit, train, coach, and develop service Team Members while building a strong, engaged, and accountable team.Work closely with parts, sales, rental, and other departments to ensure a coordinated approach to serving customers.Promote a culture of continuous improvement, teamwork, a high quality results with exceptional customer service.Drive safety culture.Champion a strong safety culture by making Team Member’s safety a top priority in all service operations.Ensure technicians follow established safety procedures when servicing, repairing, and maintaining material handling equipment.Conduct regular safety meetings, inspections, and reviews to identify potential hazards and prevent workplace injuries.Ensure Team Members are properly trained in equipment operation, safe work practices, and the use of personal protective equipment (PPE).Monitor safety performance, investigate incidents and near misses, and implement corrective actions to prevent recurrence.Maintain compliance with OSHA requirements, company safety policies, and applicable industry standards.Promote accountability and ownership of safety practices throughout the service department.Management of daily operations.Ensure technicians have the proper tools, equipment, training, and resources to perform their jobs effectively.Oversee daily service operations, including scheduling, dispatching, work order management, and technician productivity.Monitor key performance indicators, including labor sales, technician efficiency, productivity, work order performance, and departmental profitability.Manage department expenses, labor costs, and operational budgets.Identify opportunities to grow service revenue through customer relationships, preventative maintenance programs, and expanded service offerings.Customer satisfactionEnsure customers receive timely, professional, and high-quality service while maintaining strong customer relationships.Resolve customer concerns and service-related issues in a timely and professional manner.4+ years of experience in service management, preferably within the material handling, forklift, heavy equipment, automotive, or related industries.Previous experience leading and developing a team of technicians or service professionals.Strong understanding of service department operations, technician productivity, labor utilization, and departmental financial performance.Demonstrated ability to manage budgets, monitor performance metrics, and drive profitability.Excellent leadership, communication, organizational, and problem-solving skills.Strong customer service orientation with the ability to build and maintain long-term business relationships.Ability to manage competing priorities in a fast-paced, customer-focused environment.Proficiency with business systems, service management software, and Microsoft Office.Commitment to workplace safety and Team Members development.What We're Looking ForWe are looking for a hands-on leader who leads by example, holds people accountable, and understands that a successful service department is built equally upon strong Team Members and satisfied customers.The right candidate will be someone who takes ownership, develops talent, embraces change, and is motivated to improve processes and results. They should be equally comfortable working alongside their team, interacting with customers, and evaluating the financial performance of the department.Why Join Us?At Wiese USA, you're joining more than a company—you're becoming part of a team that values people, relationships, and long-term success. As a large, established, and financially strong material handling equipment dealership, we offer the stability of an established organization with opportunities to make a meaningful impact.We believe our people are our greatest asset, and our culture is built around servant leadership, teamwork, and treating others the way we want to be treated. We invest in our Team Members, encourage professional development, and believe in providing opportunities for individuals to grow their careers.