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 Overview

We are seeking an experienced Service Manager to lead and oversee a high-performing industrial equipment service operation within our Material Handling Division. This role is responsible for managing the daily operations, financial performance, customer satisfaction, technician productivity, safety compliance, and long-term growth of the service department.

The ideal candidate will bring strong leadership experience from a customer-facing industrial service environment such as material handling, heavy equipment, construction equipment, commercial fleet, agricultural equipment, industrial repair, or similar industries.

This is a hands-on operational leadership role requiring strong business judgment, accountability, technical understanding, and the ability to lead both people and processes in a fast-paced service environment.

The Service Manager reports directly to the General Product Support Manager.

Key Responsibilities

Operational & Financial Management

• Manage overall service department operations and daily workflow
• Oversee work-in-progress (WIP), work order management, warranty administration, and service process compliance
• Monitor department profitability, budgeting, labor recovery, and financial performance
• Review technician productivity, efficiency, time posting, and operational metrics
• Assist in managing inventory control, shop operations, tooling, and service support resources
• Coordinate workflow between service, parts, sales, rental, and administrative teams
• Drive continuous improvement initiatives focused on operational efficiency and customer satisfaction

Leadership & Team Development

• Lead, coach, and develop a team of technicians, coordinators, and support personnel
• Recruit, interview, hire, onboard, and train employees
• Conduct performance reviews and provide accountability through consistent leadership
• Build a culture centered around professionalism, teamwork, safety, and customer service
• Facilitate staff meetings, training initiatives, and communication of company policies and procedures
• Assist employees in problem-solving, technical escalation, and workflow management

Customer & Service Management

• Maintain strong customer relationships and assist with escalated customer concerns
• Support service quoting, repair communication, and customer follow-up
• Ensure customer expectations are met regarding quality, timeliness, and communication
• Collaborate with sales and rental departments to support customer needs and business growth
• Participate in workflow and operational planning meetings

Safety & Compliance

• Promote and enforce company safety policies and OSHA compliance
• Oversee inspections, safety documentation, accident response, and compliance processes
• Coordinate required training, certifications, and facility-related safety programs
• Maintain compliance with applicable environmental and operational regulations

What Makes Someone Successful in This Role

• Strong leadership presence with the ability to balance accountability and interpersonal relationships
• Ability to make sound, timely, and ethical business decisions
• Strong organizational and problem-solving abilities
• Customer-focused mindset with excellent communication skills
• Ability to manage multiple priorities in a fast-paced operational environment
• Financial and operational awareness, including experience managing budgets and profitability
• Comfortable using business systems, reporting tools, and operational software platforms
• Technically credible with technicians and field service operations

Required Qualifications

• 5+ years of leadership experience within industrial equipment service, material handling, heavy equipment, fleet service, construction equipment, agricultural equipment, or related service industries
• Experience managing technicians in a customer-billed service environment
• Experience with service operations, workflow management, and performance accountability
• Strong understanding of operational processes, labor management, and customer service
• Proficiency with computers, business systems, and Microsoft Office applications
• Valid driver’s license with acceptable driving record

Preferred Qualifications

• Experience managing 15–30 employees or more
• Experience with P&L responsibility and departmental budgeting
• Experience with warranty administration and manufacturer service processes
• Familiarity with OSHA compliance and industrial safety programs
• Associate’s or Bachelor’s degree in Business, Management, Engineering, or related field

Leadership & Growth Opportunity

This role offers significant opportunity for long-term professional growth and leadership development within the organization. We are seeking a candidate who is interested in building a long-term career path and contributing to the future growth and operational leadership of the company.

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 use hands and fingers to handle and feel objects, tools, controls and to reach with hands and arms. The employee is frequently required to climb or balance and talk or hear. The employee is occasionally required to sit, stoop, kneel, crouch or crawl.

The employee must regularly lift and/or move up to 10 to 30 pounds, frequently lift and/or move up to 50 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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 noise level in the work environment is usually moderate but can be loud.

COMPENSATIONS

Pay Range: $90k - $100k Annually

Pay Range Dependent on Knowledge, Skills, and Ability.

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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