Service Manager

Position Scope

The Service Manager position is responsible for directing and coordinating customer service activities by conferring with customers and representatives to evaluate and maintain good customer relations, servicing accounts in a timely manner, resolving complaints and ensuring effective communications. The individual in this role also develops and grows business through the management of service to achieve targeted sales and gross profit margins, while monitoring and controlling service expenses to ensure income is maintained at the highest possible percentage.

Description

The Service Manager position is responsible for directing and coordinating customer service activities by conferring with customers and representatives to evaluate and maintain good customer relations, servicing accounts in a timely manner, resolving complaints and ensuring effective communications. The individual in this role also develops and grows business through the management of service to achieve targeted sales and gross profit margins, while monitoring and controlling service expenses to ensure income is maintained at the highest possible percentage.

As a Service Manager, you will be working in a dynamic and fast-paced environment that requires a high level of organizational and interpersonal skills. The role will involve overseeing a team of service professionals, ensuring exceptional service delivery, and managing both internal and external customer relationships.

Requirements

Knowledge and Skill Requirements

• Responsible problem solver, capable of proactively addressing challenges and adapting to the needs of customers, suppliers, and employees.
• Works collaboratively with colleagues, while also being an ethical leader who inspires confidence and respect among their team.
• Experience in managing and developing other people while also providing detailed reports to upper management.
• Excellent interpersonal and customer relations skills, fostering a positive experience for both employees and customers alike.
• Strong leadership and management skills are crucial, as this role involves overseeing multiple teams and ensuring they meet performance and sales targets.
• Effective written and verbal communication is a must for interacting with internal teams and external customers, ensuring clarity and understanding in all exchanges.
• The ideal Service Manager will exhibit a strong desire to learn new technologies and integrate them into daily operations to improve service and efficiency.
• A working knowledge of office equipment operations is necessary to streamline administrative tasks and support the overall functioning of the service department.
• Highly motivated and driven by the goal of meeting and exceeding company objectives, with a strong understanding of the company’s equipment and market trends.

Preferred Qualification(s)

• Previous Caterpillar Experience
• Background in service operations and comprehensive knowledge of heavy equipment repair procedures and applications preferred.

Education Requirements

• 4 Year bachelor's degree in business, or Technical degree, or comparable industry experience, related field of study

Essential Job Functions

• Communicate and collaborate professionally and timely with other Service Managers, GMs, Executives, Corporate, Parts Managers, and direct reports. Ensure that all direct and indirect reports do the same.
• Ensure company expectations are effectively communicated and met.
• Report regularly to management on performance at the branch. Communicate with any issues that arise in the branch immediately.
• Participate in all Service Manager meetings.
• Communicate corporate and Human Resources updates and initiatives to branch employees.

External Communication (Suppliers, Vendors, Customers, etc.)

• Communica…