Service Manager

Job Title

Caterpillar dealership experience strongly preferred. Develop and maintain the best possible relationship between the customer and the service operation while protecting the best interest of both parties. Plan, direct, organize, coordinate, and control assigned work centers to achieve fiscal and future business objectives. Maintain workforce, equipment and supplies to insure adequate standards of quantity and quality workmanship.

Essential Functions:

• Plan, organize and control assigned areas.
• Maintain responsibility for meeting production schedules.
• Make decisions within established guidelines.
• Assume ultimate responsibility for accuracy and validity of work orders, including final review, closing, crediting, and recharging of work orders.
• Ensure department maintains communications with clients so that they are informed as to the status of all repair requests.
• Continually ensure ongoing technical and soft skill development of assigned personnel.
• Develop and train assigned leads.
• Follow and administer company policy.
• Cooperate with personnel in other work centers to build high levels of cross-departmental teamwork and support.
• Perform other duties as assigned by Leadership.
• Create an environment of ownership and personal accountability where each person is responsible and accountable for their performance.
• Work safely at all times. Adhere to all applicable safety policies. Comply with all company policies, procedures and standards.

Additional Responsibilities:

• Assume responsibility for evaluating employees and ensures timely annual evaluation.
• Achieve a high level of client satisfaction.
• Provide technical support as needed to assigned personnel and support resources.
• Make and support warranty and policy recommendations.
• Maintain workforce by forecasting workforce requirements, equipment, and supplies to provide the quality and quantity to meet work demands.
• Monitor and report significant equipment performance failures. Settle warranty claims.
• Communicate with proper individuals to clarify instructions or discuss scope or progress of job.
• Provide current and future process maps for all areas of responsibility.
• Work within and promote corporate values.

Knowledge, Skills and Abilities:

• Strong knowledge of Service, Parts, Sales, and Marketing.
• Ability to manage people and resources effectively.
• Strong customer service skills.
• Strong financial and analytical skills.
• Demonstrated technical skill competence.
• Appropriate manner, conduct, and grooming adhere to company policy.
• Ability to work cooperatively and communicate effectively.
• Must be able to meet all safety requirements for applicable safety policies and use of all required safety equipment.
• Must have acceptable attendance to meet all company standards and requirements.

Education and Experience:

• Proof of high school diploma or General Education Degree (GED).
• Preferred four year degree in business or related field.
• Minimum of 3 years service management experience.
• Proficient in Windows, Microsoft Office and related business systems.
• Must be able to communicate (speak, read, comprehend, write) in English.

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 sit, use hands and talk or hear.
• The employee frequently is required to stand; walk; reach with hands and arms; climb or balance; and stoop and kneel.
• The employee is occasionally required to lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision.
• This position is designated as a "Safety-Sensitive Position". A Safety-Sensitive Position includes tasks or duties that EMPIRE in good faith believes could affect the safety or health of the employee performing the task or others.

Work Environment:

• While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; and outside weather conditions.
• The employee is occasionally exposed to wet and/or humid conditions, extreme cold, and extreme heat.
• The noise level in the work environment is usually office moderate.

Empire Southwest is an equal opportunity employer. We evaluate applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.