Service Operations Manager

Would you like to be part of a focused, dedicated team? Do you want to work and grow with other motivated, ambitious people?

Wagner Equipment Co. offers challenging career opportunities, extensive training and employee development along with an opportunity to grow your career and thrive under Wagner’s reputation for excellence. We offer excellent benefits and supply you with the tools you need to maximize your potential and grow within Wagner.

Benefits include:

• Paid Time Off (PTO) Plan - Up to 96 hours of PTO in your first year 8 company paid holidays
• Medical, dental, and vision insurance 
• Life and AD&D Insurance
• Retirement Plans -  401K and Roth 401K , eligible employees can receive a company contribution up to 7%
• Tuition Reimbursement 
• Employee Assistance Program (EAP)
• CEFCU- Citizens Equity First Credit Union - Employees have access to services include payroll deductions savings, accounts, loans, VISA card, and more.
• Additional Benefits include: Unum Supplemental life Insurance, Aflac Critical Illness Accidental Insurance, ID WatchDog and discounted employee phone plans.

The Service Operations Manager develops and implements consistent and effective service operating processes across the Wagner enterprise in a manner that reflects the company’s vision of working as “One Professional Team.” This position oversees the operations of Equipment Management, Customer Value Agreements, Warranty, Technical Communications, and Service Operations. The position assures that revenue and expenses are managed to acceptable levels and that software investment is fully leveraged. The Service Operations Manager also develops and assists operating managers in achieving KPI objectives.

Pay Rate:  $95,967.33 - $131,956.30 Annually
Pay rate is dependent upon education & experience. 

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Works with other departments (Sales, Parts, Power Systems, Wagner Rents) to enhance cooperation and effective cross-department processes
• Interfaces with Caterpillar Service Operation Representatives to exchange best practice information and influence on Caterpillar, as needed
• Works with operating areas to achieve expected levels of performance
• Facilitates service operation reviews and makes process change recommendations to operating areas
• Aids in the determination and adoption of best practices
• Understands and provides leadership in system setup and process so that work order coding properly impacts service financial statements
• Develops consistent policies and procedures for all service operations
• Understands and influences service systems/software development and implementation
• Champions software solutions that will lead to more effective operations
• Stays abreast and seeks to influence Caterpillar system solutions
• Provides leadership to the Technical Services Department to assure that TC’s are effectively communicating product problems to Caterpillar and that PIP/PSP’s are being completed to acceptable levels
• Other duties as assigned by manager

Supervisory Responsibilities:

• Equipment Management Manager
• Customer Value Agreement Manager
• Warranty Supervisor
• Technical Communications Manager
• Service Support Specialist (2)
• Service System Coordinator (2)
• Develops, distributes (CONGOS or other), and trains operating managers on the importance of KPI’s
• Provides leadership to Warranty Department with focus on expense recovery and the Sales-Service Joint Venture
• Assumes overall responsibility for the budgets, objectives, and employee satisfaction of these areas
• Supervises and provides leadership/support to the activities of direct reports listed above

Required Education and Experience:

• High School Diploma or GED
• College degree in technology and/or business or equivalent service experience with training in accounting and computer science
• 3-5 years project management and systems experience
• 3-5 years administrative/clerical
• 3-5 years customer service experience
• 3-5 years sales experience
• 3-5 years supervisory/management experience
• 1-3 years technical or mechanical experience (machine service/maintenance)

Physical Demands & Competencies:

• Standing, walking, talking, sitting, use of hands & hearing
• Squatting/Kneeling
• Ability to ascend/descend ladders, stairs, etc.
• Medium work that includes lifting and/or moving objects up to 32 pounds or more
• Data Entry, telephone, reading/writing, reasoning, organizational, communication & math skills
• Safety & Product Knowledge
• Intermediate knowledge of Microsoft PowerPoint
• Advanced knowledge of Microsoft Word, Excel, and Access

Work Environment:

• Noise: Quiet
• Indoors

Other Duties:

Job Offers are contingent upon all required pre-employment screenings which may include but are not limited to background checks, drug/alcohol testing, fit for duty testing, and any other job-related tests/screenings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently.  

Wagner Equipment Co. is an EEO/AA/Veterans/Disabled employer.