Service Manager

United States, North Carolina, Charlotte Position at Carolina CAT - Power Systems Join the Carolina Cat Team As a family-owned company under our fourth generation of leadership, we have built our business based on the principles of trust, integrity, and a desire to help our customers and employees succeed. Since 1926, we've supported our communities by supplying equipment for critical infrastructure and commerce and by donating our time and resources to area nonprofits. We make smart investments in our company and continuously improve as part of our vision to be a trailblazing company that's built to last. We're looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we're committed to providing a work experience that helps our team grow to their full potential. Collectively, our employees work together to make a difference for our customers, our communities, and our company. Learn more about what it means to become a team member with Carolina Cat. Summary The General Service Manager will ensure the team maintains the highest level of quality service to our customers while also ensuring efficient and profitable operations across the territory. This will include both the day-to-day operations, as well as serve as a strategic leader within the Power Systems team. Essential Functions Service Responsibilities Leadership: Guide supervisors, coordinators, and technicians in daily, weekly, and monthly operational rigor. Expand profitability through strategic initiatives, expense management, operational discipline, and process excellence. Manage and coach the team using standardized work, best practices, and KPIs to achieve service excellence. Work Order Management: Review service reports, purchase orders, expense vouchers, and work order job closing summaries for legibility, accuracy, and completeness before timely work order closing. Continuous Improvement: Serve as the leader of the service value stream using tools such as MDI, 6S, standard work, and root cause problem-solving to drive positive change Safety: Be a champion for safety and continue to mature our strong safety culture. Track JSA completion and compliance along with near miss reporting and resolution. Work with the team on all incident reports. Enhance Employee Engagement: Supervise, direct, motivate and provide leadership for all departmental staff. This includes performance evaluations, assessing skills and competencies, administering policy and procedures as it relates to the staff, coaching, mentoring and training. Incumbent assesses the required level of performance and assigns duties and compensation accordingly to ensure that the department functions efficiently and at capacity while maintaining employee satisfaction. Foster Cross-Functional Team Relationships: Serve as the liaison between the Service Department, Sales, Rental, Parts, and other departments on matters pertaining to operations and other business to support and exceed customer expectations. Work with Supervisors to establish job priorities and schedule daily job assignments. Exceed Customer Expectations: Research customer complaints and provide work justification material in order to maintain customer goodwill. Alert Director of Operations of unusual customer problems. Effect appropriate settlements or solutions. Other duties as assigned. Supervisory Responsibilities This job has supervisory responsibilities. Qualifications 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 qualifying individuals to perform the essential functions. Education and/or Experience Four Year degree preferred, with degree in business management or engineering, with 4+ years management experience; OR two-year technical school graduate with 8+ years similar leadership experience 7+ years of experience as a mechanic, technician, foreman, parts counter person, dispatching/ scheduling or the equivalent in the parts, service or shop repair departments, preferably with Caterpillar equipment. Excellent mechanical aptitude and strong verbal communication, presentation, listening, written communication skills. Strong leadership skills, including creative thinking, decision-making, planning and goal setting. Strong management skills, including interviewing and change, conflict, performance and project management skills Strong interpersonal skills, including influence, negotiation, coaching and counseling. Strong customer service skills and the ability to administer warranties. Strong analytical skills, including problem solving and the ability to interpret policies, procedures, guidelines and laws. A thorough knowledge of the product with strong respect for the Caterpillar influence and a good knowledge of the product market. Computer Skills Intermediate to advanced software skills desired, to include the full Microsoft Suite (Excel, Word, PowerPoint, Power BI, Outlook), CAT software systems, DBS, and IBM Workplace Requirements The physical demands and work environment 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. Physical Demands While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and/or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud. We are an Equal Opportunity Employer We require all employees to treat all our employees and candidates as equals. All personnel actions are conducted in the spirit of equal employment. We're committed to recruit, train, promote and retain associates without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation or any other characteristic protected by applicable local, state or federal laws. EEO/AA Employer. All qualified individuals are encouraged to apply. #J-18808-Ljbffr