Shop Operations Service Manager Caterpillar Diesel Engines

Gregory Poole Equipment Company - Garner, NC

Full-time - Mid Level

Garner, NC

Repair and Maintenance

About the position

The Shop Operations Service Manager is responsible for overseeing the Power Systems Shop Service Operations, ensuring effective workforce management to meet sales volume, profit requirements, and customer satisfaction. This role emphasizes promoting a positive work environment, maintaining safety standards, and delivering quality service to customers.

Responsibilities

• Control expenditures to budget and monitor financial reporting for the shop operation.
• Resolve customer concerns promptly to maintain excellent customer relations.
• Encourage associates to uphold fairness, courtesy, and appreciation for customers.
• Direct daily operations for EPG, Industrial Engine, and Truck Service, managing labor and parts costs.
• Ensure productive scheduling and dispatching of service technicians for daily service and repairs.
• Monitor warranty work in process for proper claims administration and reimbursement.
• Ensure timely invoicing and accuracy of accounts before closing jobs.
• Maintain professional and safe conditions for all company property to promote customer service.
• Ensure compliance with corporate policies, including safety and dress code.
• Monitor department operations, performance, and customer satisfaction.
• Perform tasks related to Performance Management, including employee support and development of performance goals.
• Administer wages and salaries appropriately.
• Schedule training classes for technicians to enhance their skills.
• Prepare annual service department budget and capital expenditure requests.
• Provide technical assistance for service and parts departments as needed.
• Maintain managerial support for technicians and promote customer contacts.
• Coordinate with field service operations for shared customer jobs.
• Assist sales and rental departments with repairs and related issues.
• Work with various departments for personnel information, financial accuracy, and compliance.
• Conduct department service meetings and participate in branch meetings as requested.
• Serve as the liaison between parts, service, and customers for shop repairs.
• Participate in the development of divisional policy, goals, and objectives.
• Manage offsite operations for technicians to maximize efficiency and customer service.

Requirements

• High school diploma with eight years of related managerial experience in service operations, or a two or four-year college degree in business with at least four years of managerial experience.
• Basic accounting knowledge.
• Experience managing similar service operations involving equipment maintenance and repairs.
• Excellent communication skills and experience in managing people.