Job Type
Full-time
Description
Wheeler Machinery in Salt Lake City is hiring a full-time Special Operations Service Manager. You'll own safety, revenue, profit, and expense performance while delivering world-class service on-time job starts and completions, rapid field weld response, and proactive customer communication and coach a team built on urgency and ownership.
- Deliver a ZERO recordable accident workplace; champion safety as the priority in every decision.
Operations & Financial Performance - Own the overall performance of SLC Spec Ops Service Operations including achievement of safety, revenue, profit, Return on Assets, and expense budgets on a monthly, quarterly, and annual basis.
- Achieve and sustain a 95% on-time start rate jobs must begin on the date communicated to the customer.
- Achieve and sustain a 95% target completion date accuracy jobs must be finished by the date promised to the customer.
- Ensure all repair approvals and customer communication are fully documented in CAT Interact prior to & completion of work; no undocumented repairs.
- Oversee personnel scheduling to ensure all customer commitments are met while actively managing labor expenses.
- Collaborate cross-functionally with Parts, Sales, and Finance to resolve operational bottlenecks and improve throughput.
Field Weld Service - Manage Field Weld service dispatch and technician deployment to achieve response times under 48 hours for all customer service requests, with an operational goal of 24-hour response.
- Monitor open field weld service work orders daily; escalate aging requests and implement corrective action to maintain response targets.
- Ensure field weld technicians document all customer communication, scope changes, and approvals in CAT Interact in real time.
Customer Relationship Management - Build and maintain strong customer relationships across Mining and Construction industries; proactively address concerns before they escalate.
- Drive market share, customer satisfaction scores, and growth targets through hands-on business development with key accounts.
- Maintain clear, proactive communication with customers on job status, delays, and any scope changes no surprises.
Team Leadership & Development - Lead, coach, and mentor all direct reports toward achievement of Caterpillar and Wheeler Machinery goals and objectives.
- Build a pipeline of leadership talent and maintain succession plans for direct reports and other key roles.
- Conduct regular performance reviews, set clear expectations, and provide ongoing coaching to elevate technician and service supervisor performance.
- Foster a team environment that values accountability, urgency, and commitment to world-class customer experience.
Business Development & Strategy - Identify and pursue growth opportunities within the territory; develop and execute strategies to expand product support market share.
- Stay current on Caterpillar technology, service programs, and competitive landscape; bring forward new ideas that improve productivity and profitability.
- Work closely with leadership team to develop timely solutions to customer concerns and continuous improvement initiatives.
Required Qualifications Education & Experience - 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.
Technical Knowledge - General knowledge of the full Caterpillar equipment line and the product support activities required to maintain and repair that equipment.
- Proficiency with or ability to quickly learn: DBS, WMS, PTMS, SIS Web, Antares, CAT Interact, Asana, and Microsoft Office Suite.
- Familiarity with 5S, and CI methodologies.
- Leadership & Interpersonal Skills
- Proven ability to motivate, develop, and empower teams; lead by example and inspires a culture of ownership and accountability.
- Strong communication skills written and verbal with the ability to convey technical information clearly to customers, technicians, and senior leadership.
- Analytical thinker capable of understanding complex operational issues and driving data-informed solutions.
- Positive, open-minded approach; willing to present new ideas and challenge the status quo to achieve better outcomes.
Behavioral Competencies - Ownership: Takes personal accountability for problems and drives them to resolution professionally and efficiently.
- Urgency: Understands the time-sensitive nature of customer equipment availability and acts accordingly.
- Integrity: Makes decisions with honesty and upstanding character even under pressure.
- Adaptability: Thrives in a dynamic environment; able to balance short-term demands with long-term strategic priorities.
- Continuous Learner: Actively seeks out new knowledge, tools, and best practices; willingness to learn from both successes and failures.
Preferred 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 service operations KPIs including response time.
Travel Requirements This position occasionally travels to other Wheeler Machinery locations for training, meetings, and business development activities.
