Service Manager

About the role

The Service Manager will oversee service support activities at Wheeler Machinery Co.'s Hurricane and Cedar City UT locations, ensuring high-performing teams, exceptional customer relationships, and measurable outcomes.

Responsibilities

• Own the overall performance of service operations including safety, revenue, profit, Return on Assets, and expense budgets.
• Achieve and sustain a 95% on-time start rate and 95% target completion date accuracy.
• Ensure all repair approvals and customer communication are fully documented in CAT Interact.
• Manage personnel scheduling to meet customer commitments while managing labor expenses.
• Collaborate cross-functionally to resolve operational bottlenecks and improve throughput.
• Manage field service dispatch and technician deployment to achieve response times under 48 hours.
• Maintain clear, proactive communication with customers on job status, delays, and scope changes.
• Lead, coach, and mentor direct reports towards achieving Caterpillar and Wheeler Machinery goals.
• Identify and pursue growth opportunities within the territory and develop strategies to expand product support market share.

Requirements

• High school diploma or equivalent required; undergraduate degree strongly preferred.
• Industry experience in heavy equipment product support, service operations, or a related field.
• Demonstrated experience managing shop or field service operations, including P&L accountability.
• General knowledge of the full Caterpillar equipment line and proficiency with relevant software such as DBS, WMS, PTMS, SIS Web, Antares, CAT Interact, Asana, Tableau, and Microsoft Office Suite.
• Familiarity with 5S and CI methodologies.
• Proven ability to motivate, develop, and empower teams; strong communication skills, analytical thinking, and positive approach.

Qualifications

• Bachelor’s degree in business, Engineering, Operations Management, or a related field.
• Prior experience in a Caterpillar dealer network or heavy equipment OEM environment.
• Direct experience with CAT Interact for repair documentation and customer communication workflows.
• Proven track record managing field service KPIs including response time.

Skills

• Leadership and interpersonal skills.
• Technical knowledge of Caterpillar equipment and product support activities.
• Proficiency with relevant software and methodologies.
• Ability to manage multiple priorities and respond to customer needs promptly.

Benefits

Wheeler Machinery Co. offers competitive compensation, a full benefits package, and a culture that values safety, integrity, and continuous improvement. The company promotes from within and invests in its people.

Pay

Compensation details are confidential and not specified in the job posting.

Schedule

The position requires regular travel between the Hurricane and Cedar City, UT locations, as well as occasional travel to other Wheeler Machinery locations for training, meetings, and business development activities.