Service Manager

Req No. 2018-1327
Category Management
Location US-IL-Oglesby
Type Regular Full-Time
Union or Non-Union Non-Union
POSITION SUMMARY: The Service Manager is accountable for all aspects of the Service Department and plays a vital role in the overall success of Patten Caterpillar in the territory. The Service Manager must possess a deep knowledge of construction equipment maintenance and repair, the skills necessary to ensure efficient shop operations and a continuous improvement mindset.
PRINCIPAL FUNCTIONS & RESPONSIBILITIES (including, but not limited to):
The Service Manager is responsible for all Shop Service and support activities associated with the shop at one Patten Branch location.
  • Exemplify our Corporate Values of Integrity, Customer Focus, Accountability and Teamwork
  • Provide leadership and direction as required to achieve the highest levels of customer satisfaction, employee engagement and profitability
  • Responsible for the Shop Service P&L
  • Conduct regular meetings to coordinate activities, provide guidance, gather information and communicate company strategy
  • Manage day-to-day activities of Service Department personnel
  • Manage work-flow and scheduling to achieve the highest levels of customer satisfaction and shop efficiency
  • Manage service, repair and reconditioning of machines and components
  • Manage new and used equipment inspection, service and preparation for the Sales Department
  • Manage shop customer communications
  • Manage the work order process from opening jobs through job invoicing
  • Develop quotes for complex jobs
  • Consistently enforce work rules and company policies
  • Effectively manage all Work In Progress (WIP)
  • Conduct semi-annual performance reviews for all direct reports
  • Ensure operations conform to industry and company performance metrics and benchmarks
  • Occasionally participate in sales calls with Sales Reps.
  • Environmental compliance regulations
  • Compliance with all corporate safety programs for the service area.

SUPERVISORY RESPONSIBILITIES: Direct Reports: Service Supervisors, Service Writers, Service Clerks, Technicians, Helpers and Interns
  • Bachelor degree preferred with minimum of five years management experience in construction equipment service and repair, or a minimum of ten years of management experience in construction equipment service and repair.
  • Minimum 2 years hands on mechanical experience in heavy equipment or related fields, military, or diesel technology trade degree
  • Experience as an Equipment Manager or Service Manager/supervisor a plus
  • Advanced user of all Microsoft Office products to include Excel
  • Working knowledge of Caterpillar programs DBSi, DSI,SMIS 2 and PSEL a plus
  • Working knowledge of CODA a plus

  • Working knowledge of a P&L and financial statements
  • Ability to understand, interpret and leverage performance metrics related to efficiency, productivity, profitability, safety, market share, resource deployment and general operations.
  • Exceptional communication, management, leadership and interpersonal skills
  • Working knowledge of OSHA and EPA regulations as they relate to the industry
  • Ability to carry on effective communication with customers to maintain a high level of customer loyalty

Equal Opportunity Employer M/F/Disabled/Vets


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