Service Manager

About the role

The Service Manager oversees service support activities at two locations: Hurricane and Cedar City, UT. They are responsible for maintaining high-performing teams, building exceptional customer relationships, and achieving measurable outcomes in a fast-paced heavy-equipment environment.

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 field service dispatch and technician deployment to achieve response times under 48 hours.
• Build and maintain strong customer relationships and drive market share, customer satisfaction scores, and growth targets.
• Lead, coach, and mentor direct reports toward 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, open-minded 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, communication, analytical thinking, adaptability, and continuous learning are essential skills for this role.

Benefits

Wheeler Machinery Co. offers a full benefits package, competitive compensation, 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.