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Service Manager: Description

The Service Manager is responsible for overseeing service operations and technicians, ensuring high customer satisfaction and meeting company goals. Key duties include managing the service department budget and staff, communicating with customers, assigning and monitoring technician work, and promoting safety in the workplace. The Service Manager must have experience in mechanical services and supervisory skills.

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81 views3 pages

Service Manager: Description

The Service Manager is responsible for overseeing service operations and technicians, ensuring high customer satisfaction and meeting company goals. Key duties include managing the service department budget and staff, communicating with customers, assigning and monitoring technician work, and promoting safety in the workplace. The Service Manager must have experience in mechanical services and supervisory skills.

Uploaded by

Jean Claude Eid
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Service Manager

DESCRIPTION
Responsible to set the standard for customer satisfaction as a Customer Service Representative. 
Schedules service department work activities among technicians, monitors work for completeness and
timeliness, responds to customer service scheduling needs and answers their service questions.
Regularly uses independent judgment and discretion to attain company goals and objectives.

JOB DUTIES/RESPONSIBILITIES may include, but are not limited to:


1. Responsible for the overall financial performance that includes budgets and capital expenditures.
2. Provide leadership direction to the entire service department.  Communicate and influence direct
reports effectively to develop good working relationships and teamwork.
3. Communicate understanding and support of organizational goals.  Interact effectively with
individuals and groups throughout the company.  Develop and maintain working relationships with
departments and sister business units in order to improve the overall company performance.  
4. Responsible for employee satisfaction utilizing turn-over metric, employee surveys and
developing action plans.
5.  Aligns, partners, and collaborates with assigned HR representative to proactively manage
staffing, workforce development, employee communication, employee relations and support /
develop business unit objectives.
6. Maintain customer satisfaction with timely and accurate communication - Interviews Service
customers, analyze service needs and provide cost quotes, answer customer service questions
and prepare work orders.
7. Plans work schedule to meet work order commitments and assigns work to technicians and
monitors progress.
8. Provides decision-making support to technicians in the analysis and resolution of service/parts
problems.
9. Prepares customer invoice for work performed.
10. Effectively analyze and proactively seek out all options to provide the best solution for the
customers and the company.
11. Elevate customer issues to Product Support Manager when appropriate.
12. Responsible and accountable for maintaining and promoting a safe work environment.  Promote
Safety First culture.  Complete Employee Injury Report promptly and accurately.
13. Promoting a seamless product support to the customer to achieve objective of Caterpillars PINS
target numbers.
14. Demonstrate and promote Company core values of Integrity, Teamwork, Respect, Quality and
Customer Service.
15. Must be willing visit customers and suppliers.  Must be able to work occasional weekends.

SUPERVISORY RESPONSIBILITIES 
Overall supervision of two or more employees in the Machine Service Department.  Carries out
supervisory responsibilities in accordance with the organization's policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing
work; appraising performance using the PADS process; rewarding and disciplining employees;
addressing complaints and resolving problems.

REQUIRED 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 individuals with disabilities to perform the essential
functions.
Service Manager

EDUCATION and/or EXPERIENCE


Bachelor’s degree or Mechanical discipline preferred, five year’s heavy equipment experience or
equivalent combination of education and experience. Experience to include supervisory and
computer skills, and general mechanical service abilities.

LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance
instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability
to speak effectively with customers or employees of organization.

MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers,
common fractions, and decimals.  Ability to compute rate, ratio, and percent and to interpret bar
graphs.

REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where
only limited standardization exists. Ability to interpret a variety of instructions furnished in written,
oral, diagram, or schedule form.

CERTIFICATES, LICENSES, REGISTRATIONS


None required.

JOB INFORMATION:
Shift:
Hours:
Location:

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 walk and talk or hear.  The
employee is occasionally required to sit; use hands to finger, handle, or feel; reach with hands and arms;
climb or balance; stoop, kneel, crouch, or crawl.

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 is regularly exposed to moving mechanical parts,
fumes or airborne particles, toxic or caustic chemicals, and outside weather conditions.  The employee is
frequently exposed to wet and/or humid conditions, extreme cold, and extreme heat.  The employee is
occasionally exposed to risk of electrical shock and vibration.  The noise level in the work environment is
usually loud.

This description describes only the general nature and level of work encompassed by this job. This
description is not a comprehensive listing of all responsibilities, duties, and skills of employees at this
level.

EEO/AA Employer. All qualified individuals – including minorities, females, veterans and
individuals with disabilities – are encouraged to apply.
Service Manager

The information contained in this document was collected by Caterpillar Inc. solely for the benefit of their
independent dealers. The job description is a compilation of duties and guidance gathered from other
peer independent dealers and not from Caterpillar Inc. This job description is meant to be an
informational template and in no way reflects any directive from Caterpillar Inc. or any of its subsidiaries
to the independent dealers to employ an individual or carry out the duties reflected in this document. The
independent dealers can use or not use this document as they see fit for their business. In addition, the
information contained in this document is not intended to be an all-inclusive list of the duties,
responsibilities or skills needed for the job described. The independent dealer management using this
document may see the need to move or reassign duties or responsibilities of this job at any time due to
reasonable accommodation or other reasons.

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