Business Analyst - Service Operations

Cleveland Brothers, the largest Cat® dealer in Pennsylvania, northern West Virginia, and western Maryland, has an immediate opportunity for a Business Analyst – Service Operations to sit onsite at our Murrysville branch.

 

Position Summary:

Under the direction of the Service Operations Manager, this position provides support to service operations coordinators, supervisors, managers, and back-office departments.

Primary Responsibilities:

• Collaborates in the development and implementation of organization policies, practices, procedures, and attainment of operating goals
• Reviews, analyzes, and prepares reports, records, dashboards, and operational data with the Service Operations Manager to support planning, decision-making, and continuous improvement activities
• Communicates with departments and maintains effective working relationships to identify service needs
• Administers service policy and assists in making needed changes or creating new policies
• Maintain and audit service sell rates, service call metrics, and standard operating processes across service divisions
• Analyze service operational data to identify trends, process gaps, and improvement opportunities related to productivity, profitability, work order flow, and customer satisfaction
• Support and train new users on Dynamics 365 ERP or other modern ERP systems, as well as new policies and procedures
• Serve as SME for employees as it relates to service processes, policies, and procedures
• Develop, maintain, and update standard operating procedures, process maps, training materials, and reference guides for service operations
• Support outside vendors on system implementation, issue resolution, process changes, testing, and user acceptance validation
• Support change management efforts by communicating process changes, gathering field feedback, training users, and helping drive adoption across service and back-office teams
• Collaborate with Caterpillar Product Support Operations Representatives on data requests, policy changes, and new initiatives
• Perform any other duties necessary to improve customer satisfaction, operations, and profitability

 

Skills / Knowledge / Qualifications:

• Bachelor's Degree or 2+ years of Caterpillar dealer service experience
• Strong typing and computer skills
• Advanced proficiency in Microsoft Office Suite, especially Excel
• Excellent verbal and written communication skills, including the ability to communicate clearly in person, by phone, through email, and through Teams meetings
• Strong ability to build, track, modify, and interpret operational reports and utilization metrics
• Advanced Excel skills, including formulas, pivot tables, data analysis, and report development; Power BI or Power Query experience preferred
• Experience with Dynamics 365 ERP or other modern ERP platforms
• Experience with ADP or similar timekeeping platforms
• Proficiency with AI tools and the ability to use them responsibly to improve reporting, process efficiency, communication, documentation, and daily workflow
• High attention to detail with a strong commitment to data accuracy, documentation quality, and follow-through
• Strong analytical and problem-solving skills, with the ability to identify root causes and recommend practical process improvements
• Ability to work effectively across departments, influence without direct authority, and translate operational needs into practical process or system improvements
• Demonstrate ability to learn and master various software systems that are key tools to perform duties
• Primarily office-based role requiring regular use of a computer, phone, and collaboration tools
• Must be willing and able to visit branch locations, service departments, and operational work areas as needed
• Must be able to read and comprehend information from computer terminals, reports, memos
• Must be willing to travel to other branch locations if needed

 

Why Join the Cleveland Brothers Team:

 

• Market Leading Benefits Package: Medical, dental, vision, life insurance, 401(k) match, short- and long-term disability, health savings account, PTO, Profit Sharing Account.
• Advancement: Take your career to the next level with a dynamic organization that wants to see you succeed! In addition to room to grow in this role, there are limitless opportunities across 29 locations whether you want to move up, or into another division of the