Service Operations Manager at Empire Southwest LLC in Elko, Nevada

Job Description:

Service Operations Manager

Elko, NV 89801, USA Req #1881

Friday, April 18, 2025

Join our group of passionate team players, committed to providing the best level of service for our clients in a rewarding environment.

WHO WE ARE:

Founded in 1950, Empire Cat is a world-renowned Caterpillar dealer and a top private company in Arizona. We are a third-generation family-owned company with over 3,700 employees across 30+ locations throughout Arizona, Nevada and portions of Eastern California. We are a diverse group of people, but we all share an inspiring vision to BE THE BEST. That vision is achieved by our individual commitments to work hard and live our core values every day.

WHAT WE OFFER:

• Competitive Pay
• Vacation & Sick Leave
• Medical/Dental/Vision
• 401(k)
• Tool Discounts/Tool Insurance
• Technical Training & Professional Development Classes
• And More

JOB DETAILS:

Shift

1 st /Day Shift

Location

In-Field

Schedule

Schedule to be provided by leader.

Salary Range

$116,722 - $157,750 Annually

JOB SUMMARY:

Provide leadership for all aspects of the assigned service areas. Responsibilities include employee development, employee engagement, profit goals, and developing a Top Level Service Organization. Develop and maintain the best possible relationship between customers, manufacturers, and service operations while protecting the best interest of all both parties. Plan, direct, organize, coordinate, and control assigned work centers to achieve fiscal and future business objectives. Work closely with all Department Managers to fully integrate efficiency and service excellence throughout all assigned service operations.

ESSENTIAL FUNCTIONS :

• Manages the assigned service and Customer Support Agreement operations effectively to achieve business objectives.
• Plans, organizes and controls assigned Service Departments.
• Maintains responsibility for achieving profitability expectations.
• Maintains responsiblity for business plan development and execution for assigned areas to achieve department goals.
• Aligns service activities and results with corporate goals, objectives, and values.
• Conducts regular customer visits to positively impact customer satisfaction.
• Ensures departments maintain communications with customers so that they are informed as to the status of all repair requests.
• Oversees Service Managers in maintaining and managing the Service WIP, Policy, and Rework accounts.
• Continually ensures ongoing business development of supervisors and managers.
• Follows and administers company policy.
• Cooperates with personnel in other work centers and departments to build high levels of cross-departmental teamwork.
• Performs other duties as assigned by Leadership.
• Create an environment of ownership and personal accountability where each person is responsible and accountable for their performance.
• Work safely at all times. Adhere to all applicable safety policies. Comply with all company policies, procedures, and standards.

ADDITIONAL RESPONSIBILITIES:

• Establishes relationships with appropriate Caterpillar personnel.
• Achieves a high level of customer satisfaction.
• Maintains adequate workforce, continually plans and forecasts manpower, facility and equipment needs.
• Provides technical support to assigned Service personnel.
• Makes warranty and policy recommendations.
• Assists Service Managers in the annual writing of the Department budget.
• Communicates with proper individuals to clarify instructions or discuss scope or progress of job.
• Works within and promotes corporate values.

KNOWLEDGE SKILLS AND ABILITIES :

• Must have interpersonal skills sufficient to create a cooperative working environment with customers and employees.
• Must have management, organization, and planning skills sufficient to direct people and maintain productivity levels.
• Must be knowledgeable of heavy equipment/power systems customers, their characteristics, and the requirements of meeting their needs.
• Must have technical knowledge of CAT products.
• Must have effective oral and written communication skills.
• Must be able to utilize computer based service and work order management systems.
• Must be able and willing to accept, communicate and enforce company policies, procedures and regulations.
• Ability to maintain consistent attendance.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED).
• Preferred four year degree in business or related field.
• Minimum of 7 years service management experience in an organization in excess of $20M in revenue.
• Proficient in Windows, Microsoft Office and related business systems.
• 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.

• While performing the duties of this job, the employee is regularly required to sit, use hands and talk or hear.
• The employee frequently is required to stand; walk; reach with hands and arms; climb or balance; and stoop and kneel.
• The employee is occasionally required to lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision.
• 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.

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.

• While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; and outside weather conditions.
• The employee is occasionally exposed to wet and/or humid conditions, extreme cold, and extreme heat.
• 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 Southwest is an equal opportunity employer. We evaluate applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The "Know Your Rights" Poster is available here:

Know Your Rights" Poster .

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

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 us at 702-633-4545 or email us greatjobs@empire-cat.com 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

Other details

• Job Family 102 Managers
• Pay Type Salary
• Min Hiring Rate $116,722.00
• Max Hiring Rate $157,750.50

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