Service Manager

Job Description

Job Description

Holt of California is proud to be part of the elite group of Caterpillar dealers worldwide. We sell and service a wide-variety of equipment Including Large and Small Construction Tractors, Forklifts, and Prime/Stand-by-Power Generation.

THIS POSITION IS LOCATED IN WEST SACRAMENTO, CA.

POSITION SUMMARY

Manage operations of the Electric Power Service organization by providing leadership, direction, and accountability for operational execution, workforce development, project management, operational performance, and safety initiatives. Responsible for the successful execution of Electric Power field service operations, West Sacramento shop operations, Advanced Electrical Services (AES), Gas Compression service, and major overhaul activities. Coordinate resources, develop employees, drive continuous improvement, and support customer satisfaction, technician productivity, safety, and profitability while contributing to the long-term growth objectives of the Power Systems Division.

QUALIFICATIONS REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS

• Provide leadership, direction, and accountability for Electric Power field service operations and West Sacramento shop operations.

• Directly supervise assigned supervisory personnel and support their development, performance, and operational effectiveness.

• Oversee operational execution of Prime Power service, Gas Compression service, Advanced Electrical Services (AES), major overhauls, large customer repairs, and other strategically assigned work.

• Serve as the primary operational leader for assigned projects and service activities including customer communication, resource planning, labor forecasting, financial performance, scheduling, and project completion.

• Coordinate resources with Service Supervisors, Technical Communicators, Service Administration, Sales, Rental, Parts, and other departments to ensure successful execution of operational and project objectives.

• Coordinate project-specific safety planning activities including job hazard assessments, project risk reviews, required certifications, customer site requirements, and resource readiness.

• Monitor labor utilization, work order performance, work-in-process levels, billing status, profitability, and resource allocation to identify risks and opportunities for improvement.

• Identify and develop PIP, PSP, CSA, repair option, service agreement, and other customer support opportunities in conjunction with service and project activities.

• Execute and maintain technician development programs including apprenticeship and trainee programs, mentorship assignments, learning plans, training progression, certification tracking, and workforce development initiatives in support of departmental objectives.

• Monitor technician performance, training progression, and workforce readiness to ensure the organization maintains the technical capability required to support current and future business needs.

• Review operational performance metrics, Labor Detail Reports (LDL), work-in-process status, labor utilization, and workflow efficiency, and implement corrective actions to improve performance.

• Administer warranty support activities, fleet and driver safety programs, incident reporting, regulatory compliance requirements, and corrective action initiatives.

• Support the development, implementation, and maintenance of service department standard operating procedures, operational controls, and continuous improvement initiatives.

• Support customer escalation resolution and service recovery activities for major accounts, critical customer situations, and strategic projects.

• Participate in workforce planning, succession planning, leadership development, and technician retention initiatives while providing operational leadership in the absence of the General Service Manager.

QUALIFICATIONS

• Leadership & Accountability – Ability to lead employees, develop supervisors and technicians, establish accountability, make decisions, and drive individual and team performance.

• Operational & Strategic Planning – Ability to prioritize work, allocate resources, balance competing demands, and align operational activities with departmental goals and business objectives.

• Analytical & Problem Solving – Ability to analyze operational, financial, and performance data, identify root causes, evaluate alternatives, and implement effective solutions.

• Communication & Relationship Building – Ability to communicate effectively with employees, customers, suppliers, and leadership while building productive working relationships across functions.

• Customer Focus – Ability to understand and respond to customer needs while balancing operational requirements, business objectives, and service commitments.

• Organization & Project Management – Ability to coordinate multiple projects, priorities, resources, and deadlines in a fast-paced service environment while maintaining attention to detail.

• Continuous Improvement & Business Acumen – Ability to identify opportunities to improve productivity, quality, profitability, customer satisfaction, and operational effectiveness.

• Safety & Compliance Leadership – Commitment to promoting safety, regulatory compliance, risk management, and a culture of accountability throughout all aspects of the operation.

EDUCATION AND/OR EXPERIENCE

A qualified candidate should possess significant experience in Power Systems service operations with demonstrated success in service leadership, workforce development, project management, and operational improvement. The successful candidate must have a strong understanding of field service, shop operations, labor management, resource planning, work order administration, warranty processes, and customer service. Strong leadership, communication, organizational, and problem-solving skills are essential.

SKILLS & ABILITIES

• Ability to read, interpret, and apply safety policies, operating procedures, technical publications, contracts, and department standards.

• Ability to effectively communicate with customers, technicians, supervisors, managers, and external business partners in both individual and group settings.

• Strong leadership, organizational, and project management skills with the ability to coordinate multiple priorities and resources simultaneously.

• Ability to analyze operational and financial data, identify performance trends, and implement corrective actions to improve efficiency and profitability.

• Ability to build collaborative working relationships across departments and influence positive outcomes without direct supervisory authority.

• Ability to conduct oneself in a professional, ethical, and business-like manner at all times.

• Proficiency with Microsoft 365 applications, and other business systems utilized to manage service operations, project execution, workforce development, and departmental performance.

CERTIFICATES, LICENSES, REGISTRATIONS

Must have a valid California driver’s license and a clean DMV report. Forklift Operator Safety Certificate.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, use hands and fingers to handle, feel objects, tools or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk and hear.

The employee must regularly lift and/or move up to 50 pounds, frequently lift and/or move up to 100 pounds, and occasionally lift and/or move more than 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision. Peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

While performing the duties of this job, the employee regularly works near moving mechanical parts and is regularly exposed to fumes or airborne particles. The employee frequently works in outside weather conditions and is occasionally exposed to toxic or caustic chemicals and vibration. The employee occasionally works in high, precarious places. The noise level in the work environment is usually moderate.

COMPENSATION

Wage Range $107,000 to $116,000 Yearly

Wage depends on knowledge, skills and ability to perform the responsibilities of the job.

Holt is an Equal Opportunity Employer M/F/V/DV. Holt provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, age, national origin, physical or mental disability, all applicable veteran status or disabled veteran status.

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