Service Operations Manager

Carolina Cat; Charlotte (NC); On-site; USD 75,000 - 110,000; Full time

Job summary

Carolina Cat in Charlotte, NC is seeking a senior Service Operations Supervisor to coordinate technicians and manage daily shop activities. This role focuses on quality, reliability, efficiency, and customer satisfaction, requiring strong organizational and leadership abilities.

The successful candidate will prioritize jobs, track progress, and maintain clear communications with customers and internal teams, ensuring timely delivery and high service standards.

Qualifications

• Requires a four-year college degree in business management or equivalent with 6+ years in mechanical/service management and supervisor experience.
• Or a two-year technical school graduate with around 8 years of similar experience and at least three years in supervision.
• Minimum 5 years of hydraulics work experience.

Responsibilities

• Interrelationship - Prime liaison between the Service Department, the customer, and other departments on technician operations, establishing job priorities and daily schedules.
• Credit and COD Clearance - Monitor customer credit limits and coordinate COD with the Service Accountant.
• Work Order Audit - Review time cards, service reports, purchase orders, expense vouchers, and work order summaries for accuracy before closing.
• Parts Coordination - Manage parts needs for mechanics and expedite unusual parts requests with the Parts Department.
• Customer Complaint Investigation - Research complaints and provide work justification to maintain goodwill and resolve issues.
• Technical Assistance - Provide technical support to mechanics and coordinate complex problems with the Company Technical Communicator.
• Maintain cleanliness and orderliness of the Service office and related areas.
• Meetings and Evaluations - Conduct monthly meetings to share information and assess employee performance.
• Report major account activity in writing on the day it occurs.
• Promote good customer relations, safe work practices, and efficient operating procedures.
• Other duties as assigned.

Education

Four year college graduate preferably in business management with 6 years mechanical and service management experience with at least two years management/supervisor experience

Two year technical school graduate with approximately 8 years similar experience with at least three as a supervisor

Must have 5 years of work experience in hydraulics

CDL

Tools

MS Excel

MS Access

MS Word

Job description

Carolina Cat in Charlotte, NC is seeking a senior Service Operations Supervisor to coordinate technicians and manage daily shop activities. This role focuses on quality, reliability, efficiency, and customer satisfaction, requiring strong organizational and leadership abilities.

The successful candidate will prioritize jobs, track progress, and maintain clear communications with customers and internal teams, ensuring timely delivery and high service standards.