General Service Manager Century Equipment - 3.5 Salt Lake City, UT Job Details Full-time $90,000 - $110,000 a year 1 day ago Benefits Health insurance 401(k) Paid time off 401(k) matching Qualifications Pricing Sales revenue Forecasting Preparation of internal financial performance reports Field service Expense management Employee relationship building Metrics Reporting Auto service management KPI monitoring Company vehicle operation Team development Driver's License Policy & process development Sales budget management Relationship management Warranty issues management Profitability analysis OEM Hydraulics Team motivation (leadership skill) Technical Proficiency Dealership experience Mechanical knowledge Senior leadership Full Job Description Job Outline The General Service Manager is a corporate-level position based at Century Equipment Company's corporate headquarters in Salt Lake City, Utah, with responsibility for the service departments at all Century locations in Utah, Colorado, New Mexico, Wyoming, and Tennessee. Reporting to the Vice President, this role sets the standard for how service is delivered across the company. The General Service Manager develops, implements, and enforces consistent service policies, procedures, and performance metrics so that every branch operates the same way and is measured the same way. The role oversees work-in-process (WIP), warranty administration, technician training and certification, and compliance with CASE and other OEM dealer service requirements across all branches. The General Service Manager supervises all branch Service Managers in a shared (dual) management structure with each location's Branch Manager, who provides day-to-day, on-site supervision. Regular travel to all branches is required. Essential Duties Forecasting and Planning Develops and maintains company-wide service policies, procedures, and standard operating practices to be applied consistently at every Century location. Establishes a standard set of service performance metrics (KPIs) used by all branches, such as technician productivity and efficiency, labor recovery, labor sales and gross profit, WIP aging, warranty claim cycle time, comebacks/rework, and customer satisfaction. Partners with Branch Managers and branch Service Managers to develop annual service department sales and expense budgets aligned with company financial and operational goals; consolidates branch plans into a company-wide service plan. Ensures branch Service Managers forecast capital expenditures (service trucks, tooling, shop equipment) and submit departmental objectives on schedule. Conducts performance reviews at least annually for all branch Service Managers in partnership with Branch Managers. Prepares and analyzes company-wide and branch-level service reports, comparing branch performance against company standards and using data to drive improvement and growth. Organizing Standardizes repair order, job flow, scheduling, and shop processes across all branches to maximize effectiveness, efficiency, and customer satisfaction. Oversees WIP management at all locations; reviews open work orders regularly to ensure jobs are completed, closed, and invoiced in a timely and accurate manner. Oversees warranty administration for all branches, including claim preparation, submission, follow-up, and recovery, ensuring compliance with CASE and other OEM warranty policies and minimizing rejected or aged claims. Ensures the company meets CASE dealer service requirements and the service standards of Century's other OEM product lines, maintaining required documentation, tooling, and staffing levels. Evaluates and improves the operational effectiveness of shop facilities, field service trucks, tools, and other service assets at each location. Identifies new opportunities and develops actionable plans to grow service labor sales and parts revenue company-wide. Staffing Works with the Vice President to develop and maintain competitive compensation and incentive programs for all service job functions. Partners with Branch Managers on recruiting, hiring, onboarding, and development of branch Service Managers and service technicians; supports workforce planning to meet staffing needs at each location. Develops, schedules, and tracks technician training and certification across all branches, ensuring technicians complete required CASE and OEM factory training and that training records are current. Plans and facilitates training programs covering company policies, procedures, safety, and technical methods. Drives the professional and management development of branch Service Managers through ongoing coaching and internal and external training opportunities. Directing Provides the direction and leadership required to deliver professional technical service at established profitability, quality, and safety standards at every location. Travels to branches on a regular basis to observe operations, audit adherence to company standards, coach Service Managers and technicians, and support Branch Managers. Conducts regular company-wide service manager meetings (in person and virtual) to communicate company objectives and policies, share best practices across branches, and reinforce safety. Observes service personnel in repair situations, both in the shop and in the field, and provides coaching to develop diagnostic, safety, and quality work practices. Coordinates with Branch Managers and marketing stakeholders on service marketing and customer programs; monitors progress toward goals. Controlling Continually monitors company-wide and individual branch service performance against standard metrics for quality, productivity, and profitability. Identifies deviations from plan or company standards and takes or recommends timely corrective action in coordination with Branch Managers. Consults regularly with all branch Service Managers, in person, by phone, or virtually, to provide guidance and remove obstacles. Works with Service Managers and Branch Managers to resolve work order issues, warranty disputes, and escalated customer complaints. Shares responsibility with Branch Managers for the discipline of service department personnel, within company policies, up to and including termination. Ensures compliance with OSHA, EPA, and DOT regulations across all branch service operations and field service vehicles, working in partnership with Branch Managers and safety resources. General Maintains a positive and professional working relationship with the Vice President, Branch Managers, peers, and support resources, with a constant commitment to teamwork and exemplary customer service. Maintains knowledge of all OEM and competitive products, including CASE Construction and other product lines sold and serviced by Century. Operates and maintains vehicles, tools, and equipment required to perform job responsibilities. Maintains a clean work area and performs work in a neat and orderly fashion. Follows all safety rules and regulations in performing work assignments. May participate in training programs required for the development of skills and knowledge. Performs all other duties as assigned by the Vice President. General Requirements Demonstrates a strong commitment to customer satisfaction, service excellence, and team development. Leads with professionalism, integrity, and a solutions-oriented mindset in all interactions with customers, employees, and management. Exhibits excellent organizational and planning skills with the ability to manage multiple, geographically dispersed locations and competing priorities simultaneously. Builds effective working relationships with Branch Managers in a shared management structure, balancing company-wide standards with local branch needs. Maintains high employee morale through effective communication, coaching, and a collaborative leadership style. Adheres to all company policies, procedures, and safety standards. Specific Requirements Working knowledge of heavy equipment operations, mechanical and hydraulic systems, diagnostics, and shop floor and field service management practices. Solid understanding of service department financial reporting, labor pricing principles, discounting effects, and profitability drivers. Working knowledge of OEM warranty administration and claim processes; CASE warranty experience strongly preferred. Demonstrated ability to develop, implement, and monitor standardized performance metrics and processes across multiple service locations. Proficiency in computer-based tools, dealer business systems/ERP, reporting platforms, and diagnostic software. Ability to read, analyze, and interpret service department reports and use data to drive operational decisions. Supervisory and management training in related fields; demonstrated leadership skills in a specialized repair environment. Strong business acumen with experience developing budgets, forecasting, and managing to financial goals. Valid driver's license required; must maintain an acceptable driving record and meet company driving requirements. This is a safety-sensitive position. Subject to drug and alcohol testing in accordance with company policy and applicable federal and state law. Ability and willingness to travel regularly, including overnight travel, to all Century branch locations. Qualifications 5+ years of experience in an equipment dealership service department environment preferred, with demonstrated experience consistently meeting or exceeding performance metrics. Prior experience in construction, agriculture, or heavy equipment dealership service environments required; CASE dealership experience strongly preferred. Experience leading teams in a multi-location, regional, or corporate service management capacity preferred. Experience with warranty administration and OEM technician training programs preferred. Physical Requirements Ability to lift, carry, push, or pull items up to 40 pounds on an occasional basis. Ability to perform physical activities including bending, squatting, climbing on and off equipment, and standing for extended periods as needed. Ability to travel regularly, by vehicle and air, between branch locations that are several hours apart. Adequate vision and hearing to review documentation, operate vehicles, observe work safely in shop and field environments, and communicate effectively. Manual dexterity sufficient to operate computers, phones, diagnostic tools, and standard office equipment. Work Environment This position is based at Century Equipment Company's corporate headquarters in Salt Lake City, Utah, and involves regular travel to branch locations across Utah, Colorado, New Mexico, Wyoming, and Tennessee. Branches are largely rural and several hours apart, so frequent overnight travel is expected. The work environment includes office settings, active service shop floors, and customer job sites, with exposure to noise, dust, moving machinery, and varying weather and temperatures typical of heavy equipment service. The employee may work extended or irregular hours to meet operational demands. ADA Compliance In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, Century Equipment Company will provide reasonable accommodations to qualified individuals with disabilities. Reasonable accommodations are available in the hiring process and during employment. If you require an accommodation, please contact Human Resources. The essential functions listed above are representative of the knowledge, skill, and/or ability required; they do not constitute an exhaustive list of job duties. Equal Employment Opportunity Statement Century Equipment Company is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law.

Pay:

$90,000.00 - $110,000.00 per year

Benefits:

401(k) 401(k) matching Health insurance Paid time off

Work Location:

In person