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The Inland Group Logo

Equipment Service Manager

Management and Executive
Full Time
Fort St. John, BC     

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The Service Manager will be responsible for running an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives and maintenance of all service records. This position also ensures that the daily inventory of technicians’ time is consistently sold to service customers.

Job Duties

  • Forecasts goals and objectives for the department and strives to meet them.
  • Establishes and maintains good working relationships with customers to encourage repeat and referral business
  • Monitors and controls the performance of the department using appropriate reports, tracking systems, and surveys
  • Prepares and administers an annual operating budget for the service department.
  • Maintains open communications and good relationships with other department personnel - Parts, Body Shop, Sales, Administration, and Credit.  Strives for harmony and teamwork within the department and with all other departments.
  • Maintains reporting systems required by general management and the factory
  • Develops and implements a marketing plan which promotes new and repeat business.
  • Understands, keeps abreast of, and complies with federal, provincial and local regulations that affect service operations such as hazardous waste disposal, occupational health & safety regulations, etc.
  • Understands and ensures compliance with manufacturer warranty and policy procedures
  • Accounts for all documents; ensures that none are missing and all are processed correctly.
  • Reviews and initials all repair orders before submitting them to the warranty department, monitoring for sales and hours relative to expectations
  • Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality
  • Keeps abreast of new equipment and tools available and recommends purchases.
  • Ensures that the work areas and customer waiting area are kept clean.
  • Serves as liaison with factory representatives.
  • Ensures the proper care, storage, and inventory of special tools.
  • Ensures that customers' service files are up-to-date and readily available for reference.
  • Ensures that all customers are greeted promptly and given fair estimates on costs and time required for repairs and maintenance.
  • Prepares pricing guides and maintenance menus for frequent labour operations.
  • Handles customer complaints immediately and according to dealership's guidelines.
  • Establishes and maintains 24-hour follow-up with all customers to confirm satisfaction with the service experience.
  • Monitors and follows up on parts orders with the parts manager to ensure availability.
  • Informs repair technicians of time allowances on each repair order.
  • Ensures the safety of all employees by:
    • Enforcing safety requirements, including but not limited to the use of personal protective equipment where required, orientations for young & new workers, and ensuring that WHMIS and TDG training is provided.
    • Becoming familiar with and complying with the company’s Health & Safety Manual
  • Maintains the company’s service vehicles by:
    • Ensuring that the vehicles are in good, safe running order;
    • Ensuring that regular maintenance service is performed on the vehicles and that maintenance records are kept.

Supervisory Responsibilities:

  • Supervises the Service Dispatcher, the Service Advisors, and the Warranty Manager.  Supervises the Service Technicians and Lead Hands through the Service Dispatcher.  Supervises any part-time employees that may be utilized by the department from time to time.
  • Hiring, training, motivating, counseling and monitoring the performance of all service department staff by:
    • Ensuring every employee has a thorough understanding of his or her duties and responsibilities;
    • Facilitating and/or conducting technical training and sending employees to appropriate training schools as needed;
    • Establishing and maintaining good working relationships with vocational and technical schools to enhance personnel recruitment activities;
    • Providing programs to ensure the rise in productivity of each employee benefiting both the company and the individual;
    • Leading by example and displaying professional and ethical conduct at all times;
    • Holding weekly department meetings;
    • Monitoring service department employees' daily productivity reports and corresponding payroll records.


Education and/or Experience

  • High school diploma or general education degree (GED) essential
  • Post-secondary diploma in a related field preferred
  • Heavy duty equipment technical knowledge would be an asset
  • Three years related experience and/or training; or equivalent combination of education and experience.
  • Proficient in Microsoft Word and Excel
  • Ability to read, analyze and interpret financial reports
  • Valid Driver’s License

Core Competencies

  • Strong leadership skills
  • Excellent customer relations skills
  • Strong business ethics with a professional approach at all times
  • Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
  • Strong organizational skills
  • Detail-oriented
  • Ability to proactively problem-solve and think logically
  • Ability to communicate effectively both verbally and in writing
  • Good multi-tasking ability
  • Strong interpersonal skills
  • Functions well with large volume and fast-paced work environment.
  • Accountability and dependability
  • Time management
  • Periodically lift up to 25 kgs or 50 lbs

Posted: October 17, 2016
Closes:December 16, 2016
Email Address:
Company Info
1001-5000 employees

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