Service Manager
- Kamloops, BC, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
The Service Manager is responsible for managing the sales and delivery of equipment after-market support services (component diagnostics, repair, and replacement). The Service Manager is also responsible for managing all aspects of the service department and day-to-day activity of foremen, leadmen, service writers, and shop, field, and resident technicians.
Who We Are
Brandt is a customer driven company, privately owned and family run, strengthened by diversification and succeeding through specialization. We operate over 170 locations across Canada, the USA, Australia, and New Zealand.
For nine decades, the people of Brandt have stood shoulder-to-shoulder with the hardworking people that we serve. And really, there's no place we'd rather be because just like them, it's when we're working hard and getting things done that we're at our best.
Our success is driven by a passionate belief in the unlimited potential of our company and the ultimate success of our customers and we act on that belief every single day.
That's Powerful Value, Delivered.
What You Will Be Responsible For
Who We Are
Brandt is a customer driven company, privately owned and family run, strengthened by diversification and succeeding through specialization. We operate over 170 locations across Canada, the USA, Australia, and New Zealand.
For nine decades, the people of Brandt have stood shoulder-to-shoulder with the hardworking people that we serve. And really, there's no place we'd rather be because just like them, it's when we're working hard and getting things done that we're at our best.
Our success is driven by a passionate belief in the unlimited potential of our company and the ultimate success of our customers and we act on that belief every single day.
That's Powerful Value, Delivered.
What You Will Be Responsible For
- Manage service workflow to ensure work is planned, scheduled, and completed on time and within quoted costs.
- Build and maintain strong relationships with customers and internal teams to support effective service delivery.
- Ensure quality service execution in the shop, field, and resident locations in line with company standards.
- Prepare accurate quotes, oversee work orders, and ensure timely job closure and billing.
- Work directly with customers to diagnose issues, resolve complaints, and support equipment uptime.
- Coordinate with parts and sales to ensure parts availability and minimize service downtime.
- Ensure compliance with safety, quality, warranty, and reporting standards.
- Maintain clean, safe facilities and equipment to Brandt standards.
- Collaborate with corporate product support teams to improve service effectiveness and profitability.
- Develop and manage the annual service department budget.
- Monitor monthly performance metrics including revenue, margins, expenses, productivity, and KPIs.
- Manage warranty claims, PIPs, and credits to maximize recovery.
- Monitor and close Work in Progress (WIP) to ensure accurate financial reporting.
- Ensure timely, accurate documentation of all service-related financial activity.
- Utilize vendor systems to manage customer, service, and financial data.
- Lead service personnel in accordance with company policies and procedures.
- Ensure all work is performed safely and in compliance with occupational health and safety standards.
- Recruit, train, and retain qualified service employees in collaboration with Branch Management and HR.
- Ensure technicians maintain required training and manufacturer certifications.
- Conduct performance reviews and support employee development and accountability.
- Lead performance management initiatives to support team and departmental success.
- Other duties as assigned.
- 5-7 years' progressive combined in experience in service, management, and business.
- Knowledge and skill in the operation of a heavy equipment dealership.
- Ability to organize work, set priorities, and achieve work related objectives and goals.
- Ability to lead teams effectively.
- Ability to travel to customer worksites, and as required, operate and work on or around heavy equipment.
- Strong customer service orientation, exercising sound judgement when dealing with customers.
- Ability to communicate effectively and professionally with customers, employees, and branch personnel at all levels.
- Possess confidence, critical thinking, knowledge, and technical skills to assess and solve customer, business, and personnel problems effectively and efficiently.
- Self-motivated to learn and stay current in the industry.
- Proficient in the use of work-related desktop applications.
- Journeyperson Heavy Equipment Technician Certification considered an asset.
- Governmental “Blue Seal” certification in Service Management or other management training considered an asset.
- Competitive compensation: we offer competitive wages that recognize your skills, experience, and contributions.
- Continuous Learning: through on-the-job training and educational opportunities.
- Opportunities for advancement within a growing company that values initiative and teamwork.
- Comprehensive benefits coverage: including health, dental, insurances, and more to support your and your family's wellbeing.
- Retirement savings programs: Company matching pension and RRSP programs to help you invest in your future.
More about this job
Responsibilities
Manage the service department’s sales and delivery of equipment aftermarket support, including workflow, customer service, quality, safety, staffing, and technician development. Oversee budgets, financial performance, warranty claims, work in progress, documentation, and coordination with parts, sales, and corporate product support teams.
Requirements
Requires 5–7 years of progressive experience across service, management, and business, along with knowledge of heavy equipment dealership operations and the ability to lead teams and resolve customer, business, and personnel issues. Strong communication, organization, customer service, and desktop application skills are expected; journeyperson heavy equipment technician certification or service management training is an asset.
Skills
- Service Department Management
- Service Workflow Planning
- Team Leadership
- Budget Management
- Financial Performance Monitoring
- Warranty Claims Management
- Work In Progress Management
- Safety Compliance
- Employee Recruitment And Development
- Performance Management
- Technical Troubleshooting
- Parts Coordination
- Service Quoting And Work Orders
- Desktop Applications
Benefits
- Health Insurance
- Dental Insurance
- Other Insurance
- Company-Matched Pension
- Company-Matched RRSP
- Training And Educational Opportunities
- Advancement Opportunities
Visa sponsorship
Not detected in the job text
Categories
- Management & Leadership
- Customer Service & Support
- Trades
- Finance & Accounting
- Security & Safety
Keywords
- Heavy Equipment
- Equipment Aftermarket Support
- Component Diagnostics
- Repair And Replacement
- Service Department
- Service Workflow
- Service Delivery
- Customer Service
- Work Orders
- Quoting
- Job Closure And Billing
- Parts Availability
- Occupational Health And Safety
- Quality Standards
- Warranty Claims
- Product Improvement Programs
- Work In Progress
- Financial Reporting
- Service Department Budget
- Revenue And Margins
- Productivity Metrics
- Key Performance Indicators
- Manufacturer Certifications
- Vendor Systems