Butler Machinery Co.

  • Heavy Equipment Service Manager

    Job Locations US-SD-Sioux Falls
  • Overview

    Butler Machinery is a third generation family-owned company, proudly serving our communities since 1955. Our mission is to build long term relationships with our customers, founded on trust, generating mutual growth and success.


    The position will involve but not be limited to the following duties:

    • Develops business plans and goals to include staffing needs, tools and equipment, and service promotion strategies
    • Monitors Key Performance Indicators and other available reports and adjust business plan and procedures/processes as appropriate
    • Handles customer related service functions such as job scheduling, job progress, warranty issues, etc. 
    • Handles documentation and resolution of Goodwill claims with manufacturers 
    • Resolves customer disputes to ensure fair value for the customer and company
    • Works with Product Support Manager and Service Director to foster teamwork in Service and Parts Operation
    • Schedules work in service area in an effective manner that allows for the best use of the available space and the best service for our customers
    • Prepares customer repair estimates and/or quotes as required in a timely and accurate manner and provides follow-up
    • Maintains a high level of customer satisfaction
    • Interviews and hires personnel for service department
    • Supervises service associates including employee relations issues, performance reviews, training needs, disciplinary action and termination
    • Provides documentation as required for personnel issues, accidents, safety matters, customer disputes, etc.
    • Makes recommendations to the Product Support Manager on the need for changes to the Service Department philosophy and strategy to maintain adequate service personnel
    • Maintains good cooperation and communication with other departments
    • Determines needs relating to special tooling, equipment, vehicles, and work hours, etc.
    • Maintains a safe, clean, neat and orderly work environment
    • Reviews work orders and ensures timeliness of completion and accuracy
    • Additional assigned duties by Store Manager
    • Works closely with Sales and Parts departments regarding their needs in order to maximize parts availability
    • Resolves customer issues and concerns
    • Processes vendor payable invoices
    • Schedules Service team in manner that provides good customer service as well as reasonable work expectations
    • Monitors, coaches and counsel’s day to day employee performance
    • Handles employee relations issues, training needs, overtime, vacation schedules, etc.
    • Assists in Day to Day activities of the department
    • Promotes and grows the Service and parts business and market share by actively consulting with current and new customers
    • Maintains the highest contamination control rating for store location
    • Works within and promotes vision, mission, and values of BMC
    • Performs other duties as assigned


    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 individuals with disabilities to perform the essential functions.

    • Prior supervisory experience or leadership training preferred
    • The ability to reconcile claims and core accounts
    • Knowledge of machine technology and industries we represent
    • Preference for operational knowledge of Service Department practices and procedures normally obtained through 5-7 years’ experience in service department
    • Demonstrated ability in customer relations
    • Ability to work in a cooperative manner with other departments
    • Ability to effectively handle conflict situations
    • Mechanical experience with the Caterpillar product line and allied products we represent is preferred
    • Excellent customer service skills
    • Good oral and written communication skills
    • Computer knowledge
    • Must have good leadership, detail and organizational skills
    • Ability and willingness to work flexible hours
    • Must possess and maintain a clean driving record
    • A Bachelor’s degree in a business related field or equivalent combination of business experience, training and/or education required.  Prior supervisory experience or Service Management training preferred.




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