Service Manager

Job Summary We are searching for a Servcie Manager to join our growing operation at our Lake Charles, Louisiana location. As a Service Manager, you will oversee the service operations for a designated location, ensuring the highest levels of customer satisfaction and operational efficiency. You will manage all aspects of shop and field service, optimize processes, drive profitability, and ensure the maintenance and repair of heavy equipment meets industry standards. Your leadership will play a key role in driving performance, profitability, and growth at your branch location. Essential Functions Instill and support a strong safety culture Oversee the management of service operations at your assigned branch Establish a professional rapport with all customers and ensure superior customer experience at every transaction Foster and maintain strong relationships with key customers, ensuring customer needs are met and exceeding their expectations in terms of service quality and responsiveness (measured through our customer survey process). Partner with service, parts and/or sales, as needed, to resolve any ordering/invoicing issues Develop and maintain effective operations processes to ensure efficiency and customer satisfaction Track service metrics such as response times, equipment downtime, customer feedback, and technician productivity. Implement strategies to continuously improve performance Develop and manage branch service budgets, ensuring that expenses are in line with company goals while maintaining profitability Contribute at a branch level to the annual goals and budget, in alignment with Louisiana Cat’s financial and operational objectives Provide employees continuous and timely support through feedback, problem solving and development opportunities Evaluate and maintain Service Department procedures and policies Share best practices and implement common processes Actively collaborate with sales teams, parts departments, and corporate leadership to ensure a seamless customer experience and drive business growth within the region Provide regular reports on service operations, including performance, financials, and customer satisfaction metrics, to senior management Regular visits to customers within designated region Occasional visits to customer sites for sales calls or troubleshooting issues Encourage team to divide time evenly between their office and being out on the floor Other duties as assigned Qualifications High School Diploma required; Bachelor’s degree preferred Minimum of 5 years in service operations management within the heavy equipment industry, with a proven track record of success Technical knowledge of heavy equipment maintenance, repair, and troubleshooting Strong proficiency in MS Office Suite (Word, Excel, Outlook) and familiarity with industry-specific software Exceptional leadership, interpersonal, and communication skills, with the ability to manage and motivate teams effectively Highly organized, self‑motivated, and capable of handling multiple priorities in a fast‑paced environment with strong business acumen Must possess a valid Driver’s License and maintain a clean driving record Willingness to travel within the assigned region as needed Job Facts Work Schedule: Monday through Friday; Traveling Required Physical Demands: While performing the duties of this job, the employee is required to stand, walk, or sit; use hands to finger, handle, or feel and reach with hands and arms. The employee must be able to process paperwork and utilize office equipment (including personal computer, phone, copiers, etc.) A large portion of the day is spent communicating orally in person and by phone. The employee must be able to occasionally lift 25 pounds from floor to chest. The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Work Environment: Work in this position is performed both in a professional office setting and different branches in designed region. The noise level in the work environment is usually moderate. The employee may be exposed to weather extremes that include heat, cold, and humidity. The employee may also be exposed to moving mechanical parts, fumes, or airborne particles. Louisiana Cat Benefits Health, Dental, Vision, $50,000 Company Funded Life Policy (if enrolled in Health) Short- and Long-Term Disability Insurance Voluntary Accident, Critical Illness, Hospital Indemnity, Cancer, Supplemental Life, and additional voluntary policies 401K Plan with Company Match Paid Holidays, Vacation, Parental Leave Technician Tool Loan Program up to $2,000 Safety Boot / Safety Prescription Glasses Allowances Employee Discounts Credit Union Technician Career Development Program - Shop & Field Service Training Safety In All We Do We require strict compliance with PPE (personal protective equipment) safety regulations. We maintain compliance with all Federal, State and Local safety and company regulations. All employees must follow all Company Health, Safety & Environmental (HSE) procedures. Louisiana Cat is a drug‑free workplace, including marijuana and THC products. Additional Information Louisiana Cat (Louisiana Machinery Co, LLC) and its affiliates are an Equal Opportunity Employer (EEO). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age (40 and over), national origin, disability, or status as a protected veteran. We proudly hire U.S. Veterans. Louisiana Cat (Louisiana Machinery Co., LLC) uses E‑Verify and complies with I‑9 employment eligibility requirements of all new hires. Click here for your rights: click here for more information Equal Employment Opportunity Know Your Rights: Workplace Discrimination is Illegal: click here for more information Pay Transparency Nondiscrimination Provision: click here for more information Louisiana Cat (Louisiana Machinery Co, LLC) and its affiliates are drug‑free workplaces and post‑offer, pre‑employment process includes background check, drug/alcohol screen, and if applicable for the role, pre‑employment physical/fit for duty assessments. #J-18808-Ljbffr