Regional Service Manager
1 week ago
As a Regional Service Manager - Eastern, you will oversee the service operations for a designated region, ensuring the highest levels of customer satisfaction and operational efficiency in your assigned branches. You will manage service managers, optimize processes, and ensure the maintenance and repair of heavy equipment meets industry standards.
Key Responsibilities- Instill and support a strong safety culture within assigned branches
- Oversee the management of service operations at branches within assigned territory
- Work with Service Managers to establish professional rapport with all customers and ensure a superior customer experience at every transaction
- Foster and maintain strong relationships with key customers, ensuring customer needs are met and exceeding their expectations in terms of service quality and responsiveness
- Partner with Regional Parts Managers, as needed, to resolve any ordering/invoicing issues
- Develop and maintain effective operations processes to ensure efficiency and customer satisfaction
- Track service metrics such as response times, equipment downtime, customer feedback, and technician productivity. Implement strategies to continuously improve performance
- Develop and manage regional service budgets, ensuring that expenses are in line with company goals while maintaining profitability
- Contribute to annual goals and budget, in alignment with Louisiana Cat's financial and operational objectives
- Provide managers and employees continuous and timely support through feedback, problem solving and development opportunities
- Evaluate and maintain Service Department procedures and policies
- Share best practices and implement common processes company-wide
- Actively collaborate with sales teams, parts departments, and corporate leadership to ensure a seamless customer experience and drive business growth within the region
- Provide regular reports on service operations, including performance, financials, and customer satisfaction metrics, to senior management
- Regular visits to branches within designated region
- Occasional visits to customer sites for sales calls or troubleshooting issues
- Encourage service managers to divide time evenly between their office and being out on the floor
- Other duties as assigned
- High School Diploma required; Bachelor's degree preferred
- Minimum of 5 years in service operations management within the heavy equipment industry, with a proven track record of success
- Technical knowledge of heavy equipment maintenance, repair, and troubleshooting
- Strong proficiency in MS Office Suite (Word, Excel, Outlook) and familiarity with industry-specific software
- Exceptional leadership, interpersonal, and communication skills, with the ability to manage and motivate teams effectively
- Highly organized, self-motivated, and capable of handling multiple priorities in a fast-paced environment with strong business acumen
- Must possess a valid Driver's License and maintain a clean driving record
- Willingness to travel within the assigned region as needed
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