Patten Industries

  • Service Manager

    Req No.
    Regular Full-Time
    Union or Non-Union
  • Overview

    POSITION SUMMARY:  The Service Manager is accountable for all aspects of the Service Department and plays a vital role in the overall success of Patten Caterpillar in the territory.  The Service Manager must possess a deep knowledge of construction equipment maintenance and repair, the skills necessary to ensure efficient shop operations and a continuous improvement mindset.


    PRINCIPAL FUNCTIONS & RESPONSIBILITIES (including, but not limited to):

    The Service Manager is responsible for all Shop Service and support activities associated with the shop at one Patten Branch location. 

    • Exemplify our Corporate Values of Integrity, Customer Focus, Accountability and Teamwork
    • Provide leadership and direction as required to achieve the highest levels of customer satisfaction, employee engagement and profitability
    • Responsible for the Shop Service P&L
    • Conduct regular meetings to coordinate activities, provide guidance, gather information and communicate company strategy
    • Manage day-to-day activities of Service Department personnel
    • Manage work-flow and scheduling to achieve the highest levels of customer satisfaction and shop efficiency
    • Manage service, repair and reconditioning of machines and components
    • Manage new and used equipment inspection, service and preparation for the Sales Department
    • Manage shop customer communications
    • Manage the work order process from opening jobs through job invoicing
    • Develop quotes for complex jobs
    • Consistently enforce work rules and company policies
    • Effectively manage all Work In Progress (WIP)
    • Conduct semi-annual performance reviews for all direct reports
    • Ensure operations conform to industry and company performance metrics and benchmarks
    • Occasionally participate in sales calls with Sales Reps.
    • Environmental compliance regulations
    • Compliance with all corporate safety programs for the service area.


    SUPERVISORY RESPONSIBILITIES: Direct Reports:  Service Supervisors, Service Writers, Service Clerks, Technicians, Helpers and Interns



    • Bachelor degree preferred with minimum of five years management experience in construction equipment service and repair, or a minimum of ten years of management experience in construction equipment service and repair.
    • Minimum 2 years hands on mechanical experience in heavy equipment or related fields, military, or diesel technology trade degree   
    • Experience as an Equipment Manager or Service Manager/supervisor a plus
    • Advanced user of all Microsoft Office products to include Excel
    • Working knowledge of Caterpillar programs DBSi, DSI,SMIS 2 and PSEL a plus
    • Working knowledge of CODA a plus



    • Working knowledge of a P&L and financial statements
    • Ability to understand, interpret and leverage performance metrics related to efficiency, productivity, profitability, safety, market share, resource deployment and general operations.
    • Exceptional communication, management, leadership and interpersonal skills
    • Working knowledge of OSHA and EPA regulations as they relate to the industry
    • Ability to carry on effective communication with customers to maintain a high level of customer loyalty

    Equal Opportunity Employer M/F/Disabled/Vets



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