Service Manager

Job Posted: October 27th, 2021

Location: Bagdad, Arizona, US

Requisition #: 20718 

Shift : 1 

Start Time :  8:00am 

End Time :  5:00pm 

Schedule Days : Monday - Friday 

Position Status: Full Time (40 hrs week) 

Job Summary:

Develop and maintain the best possible relationship between the customer and the service operation while protecting the best interest of both parties. Plan, direct, organize, coordinate, and control assigned work centers to achieve fiscal and future business objectives. Maintain workforce, equipment and supplies to insure adequate standards of quantity and quality workmanship.

Essential Functions:

  1. Plan, organize and control assigned areas.
  2. Maintain responsiblity for meeting production schedules.
  3. Make decisions within established guidelines.
  4. Assume ultimate responsibility for accuracy and validity of work orders; including final review, closing, crediting and recharging of work orders
  5. Ensure department maintains communications with clients so that they are informed as to the status of all repair requests.
  6. Continually ensure ongoing technical and soft skill development of assigned personnel.
  7. Develop and train assigned leads.
  8. Follow and administer company policy.
  9. Cooperate with personnel in other work centers  to build high levels of cross-departmental teamwork and support.
  10. Perform other duties as assigned by Leadership.
  11. Work safely at all times.  Adhere to all applicable safety policies.  Comply with all company policies, procedures, and standards.

Additional Responsibilities:

  1. Assume responsibility for evaluating employees and ensures timely annual evaluation.
  2. Achieve a high level of client satisfaction.
  3. Provide technical support as needed to assigned personnel and support resources.
  4. Make and support warranty and policy recommendations.
  5. Maintain workforce by forecasting workforce requirements, equipment and supplies to provide the quality and quantity to meet work demands.
  6. Monitor and report significant equipment performance failures.  Settle warranty claims.
  7. Communicate with proper individuals to clarify instructions or discuss scope or progress of job.
  8. Provide current and future process maps for all areas of responsibility.
  9. Work within and promote corporate values.

Additional Level Requirements

  • Service Manager II: Must have technical knowledge of Caterpillar product repair. Previous general management experience in a Caterpillar Dealer Service Department preferred.

Knowledge Skills and Abilities:

  1. Strong knowledge of Service, Parts, Sales, and Marketing.
  2. Ability to manage people and resources effectively.
  3. Strong customer service skills.
  4. Strong financial and analytical skills.
  5. Demonstrated technical skill competence.
  6. Appropriate manner, conduct, and grooming adhere to company policy.
  7. Ability to work cooperatively and communicate effectively. 
  8. Must be able to meet all safety requirements for applicable safety policies and use of all required safety equipment.  
  9. Must have acceptable attendance to meet all company standards and requirements.

Education and Experience:

  1. Proof of high school diploma or General Education Degree (GED).
  2. Preferred four year degree in business or related field.
  3. Minimum of 3 years service management experience.
  4. Proficient in Windows, Microsoft Office and related business systems.
  5. Must be able to communicate (speak, read, comprehend, write) in English

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.

  1. While performing the duties of this job, the employee is regularly required to sit, use hands and talk or hear.
  2. The employee frequently is required to stand; walk; reach with hands and arms; climb or balance; and stoop and kneel.
  3. The employee is occasionally required to lift and/or move up to 10 pounds.
  4. Specific vision abilities required by this job include close vision.
  5. This position is designated as a "Safety-Sensitive Position".   A Safety-Sensitive Position includes tasks or duties that the employer in good faith believes could affect the safety or health of the employee performing the task or others, which includes any of the following:  operating a motor vehicle, other vehicle, equipment, machinery or manufacturing process, the malfunction or disruption of which could result in injury or property damage; performing duties in the residential or commercial premises of a customer, supplier or vendor; working in any occupation subject to federal safety regulations.  If on an occasional basis, employees perform tasks or duties as listed above, then their role would be classified as Safety Sensitive.

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.

  1. While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; and outside weather conditions.
  2. The employee is occasionally exposed to wet and/or humid conditions, extreme cold, and extreme heat.
  3. The noise level in the work environment is usually office moderate.


Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. The roles and objectives of this job do not include setting corporate policy, and does not constitute a managing agent of the company.


Empire is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call 480-633-5440 and let us know the nature of your request and your contact information.


Empire Southwest is an EEO/Affirmative Action Employer

Safety - Respect - Integrity - Teamwork - Excellence - Stewardship - Astonishment

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