General Service Manager, CVA

Carolina CAT
United States, North Carolina, Charlotte
9000 Statesville Rd (Show on map)
Mar 20, 2025
Description Position at Carolina CAT - Construction Join the Carolina Cat Team As a family-owned company under our third generation of leadership, we have built our business based on the principles of trust, integrity, and a desire to help our customers and employees succeed. Since 1926, we've supported our communities by supplying equipment for critical infrastructure and commerce and by donating our time and resources to area nonprofits. We make smart investments in our company and continuously improve as part of our vision to be a trailblazing company that's built to last. We're looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we're committed to providing a work experience that helps our team grow to their full potential. Collectively, our employees work together to make a difference for our customers, our communities, and our company. Learn more about what it means to become a team member with Carolina Cat. Summary The General Service Manager - Customer Value Agreement (CVA) Department is responsible for leading service operations while prioritizing employee safety, job satisfaction, and customer service excellence. This role oversees the execution of maintenance and repair agreements, ensuring operational efficiency, contract compliance, and long-term customer satisfaction. The position requires strong leadership in team management, process optimization, and adherence to Caterpillar and Carolina Cat standards to deliver high-quality service. Additionally, the role involves collaborating with Sales to price CVAs at the point of sale, supporting Product Support Sales Representatives (PSSRs) on sales calls, and overseeing the Condition Monitoring department to drive proactive / predictive equipment management. Essential Functions Employee Safety & Workplace Culture Champion a safety-first culture, ensuring compliance with OSHA, MSHA, Carolina Cat and Caterpillar safety policies. Conduct regular safety training, audits, and job site visits to reinforce best practices. Promote open communication and employee engagement, ensuring a positive and productive work environment. Seek employee feedback to improve working conditions and processes, supporting job satisfaction and retention. Service Operations & Performance Oversee all aspects of CVA service operations, ensuring timely, high-quality service delivery. Implement process improvements to enhance efficiency, reduce downtime, and optimize labor and parts utilization. Monitor key performance indicators (KPIs) for service response times, contract compliance, and profitability. Work collaboratively with Parts, Sales, and Rental teams to align service offerings with customer needs. Use continuous improvement methodologies to optimize workflows, enhance service execution, and improve overall efficiency. Maintain all CVA reporting requirements with a high degree of accuracy across multiple Caterpillar sites, work directly with Caterpillar representatives to ensure targets are met. Customer Relations & Retention Act as a trusted advisor for CVA customers, ensuring agreements meet or exceed expectations. Conduct customer meetings and contract reviews to drive renewals and identify new service opportunities. Resolve service issues quickly and effectively, ensuring long-term customer loyalty and satisfaction. Lead Condition Monitoring department to provide proactive equipment insights, helping customers avoid unplanned downtime and maximize fleet performance. Sales Collaboration & Point-of-Sale CVAs Work with the Sales team to develop pricing strategies for point-of-sale CVAs, ensuring competitive and profitable agreements. Accompany Product Support Sales Representatives (PSSRs) on customer sales calls as needed, providing technical expertise and reinforcing the value of CVAs. Provide training and guidance to Sales personnel on CVA offerings, helping them effectively communicate benefits to customers. Analyze market trends and competitor offerings to enhance the dealership's CVA portfolio and maintain a competitive edge. Team Leadership & Development Recruit, train, and develop service coordinators, technicians, and support staff to build a high-performing team. Set clear expectations, provide regular feedback, and recognize achievements to foster job satisfaction and employee growth. Ensure balanced workloads, career development opportunities, and a work environment that supports long-term success. Warranty Renewals & Extended Coverage Manage and oversee warranty renewal opportunities, ensuring customers are aware of options for extended coverage. Work closely with Sales, Service, and Caterpillar representatives to structure warranty extensions that align with customer needs. Track warranty expiration dates and proactively engage customers ahead of renewal deadlines to drive contract extensions. Condition Monitoring & Predictive Maintenance Oversee the Condition Monitoring department, ensuring timely analysis of equipment telematics and predictive maintenance data. Leverage equipment health insights to proactively schedule services, reduce failures, and enhance customer uptime. Work closely with PSSR's and customers to turn data into actionable maintenance decisions. Promote the use of remote monitoring tools and advanced diagnostics to improve service response times and optimize fleet performance. Financial Planning & CapEx Management Assist in annual budgeting and forecasting for the CVA department, ensuring financial targets align with business goals. Oversee capital expenditure (CapEx) planning, including investments in tools, technology, and equipment to enhance service capabilities. Analyze service and contract data to identify cost-saving opportunities and drive long-term financial sustainability. Work closely with service leadership to develop pricing strategies, revenue projections, and efficiency improvements. Track and manage department profitability, expenses, and return on investment (ROI) for major expenditures. Shift Responsibilities Monday - Friday 7:30am -5:00pm After hours emergency calls as needed. Supervisory Responsibilities This job has supervisory responsibilities. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions. Education and/or Experience Bachelor's degree from an accredited University preferred 7+ years direct CAT Parts and Service experience or 15 years industry experience in heavy equipment 5+ years of management experience, with specific experience as a "leader of leaders" Strong proficiency in lean operating & continuous improvement methodology Internal Applicants: High level of performance in prior roles Knowledge, Skills, Abilities Technical Knowledge Functional knowledge of CAT products Functional knowledge of key machine systems and components in relation to potential repair requirements Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Interpersonal Skills Ability to develop and maintain healthy relationships with Branch Managers, Branch employees, and support employees Ability to develop and maintain healthy relationships with customers and effectively resolves any Parts or Service related disputes Effectively communicate in various environments and settings through multiple channels Leadership Ability Create safe, positive work environment for employees. Ability to lead and supervise employees/teams to identify and execute on a set of goals while maintaining team cohesion Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form Business Acumen Accountability for Division Parts and Service financial performance and statements with advanced understanding of financial definitions: GP, DE, PAD & PBT Ability to calculate figures and amounts such as discounts, proportions, and percentages. Understanding of interdepartmental relationships and can lead outcomes across departments Computer Skills Expert knowledge of key operating systems: DBS, ServiceLink and MDS Expert knowledge of critical CAT applications: SIS, ET and Dealer DSN Functional knowledge of phone system and ability to manage customers through it Expert capability with Microsoft Office suite of applications, IBM IPA and other applications utilized by Carolina CAT operations Workplace Requirements The physical demands and work environment 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. Physical Demands While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and /or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. Work Environment While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud. We are an Equal Opportunity Employer We require all employees to treat all our employees and candidates as equals. All personnel actions are conducted in the spirit of equal employment. We're committed to recruit, train, promote and retain associates without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation or any other characteristic protected by applicable local, state or federal laws. #CarolinaCAT EEO/AA Employer. All qualified individuals - including minorities, females, veterans and individuals with disabilities - are encouraged to apply.