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Harvey & Company Ltd - Corner Brook

Service Manager

Confederation Drive, Corner Brook, NL, A2H 6E6, Canada

Full-time

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Job details

Job type: Full-time
Posting language: English
Posted: Nov 3, 2026

Original job description

Service Manager

Harvey and Company is looking for a dynamic Service Manager for our Corner Brook location. If your career goals include making a valuable contribution as a Service Department Manager in an exciting and growing company then consider joining our team.

The Service Manager leads the service department and is accountable for its financial performance, customer experience, employee development, safety, and operational results.

This position establishes priorities and provides the people, processes, and resources needed to deliver timely, high-quality repairs.

Key Responsibilities

Department Leadership and Planning

Sustainably grows service revenue and profit
Set clear departmental goals, operating standards, and performance expectations.
Establish staffing levels, operating hours, and shop capacity plans based on business demand.
Lead regular reviews of workload, customer commitments, operational concerns, and department results.
Define decision-making authority and resolve competing priorities.
Develop and maintain consistent service department procedures.
Coordinate with other department managers to support dealership objectives.

Financial Performance

Develop and manage the service department budget.
Monitor labor sales, gross profit, expenses, productivity, efficiency, and work in progress.
Establish labor pricing and discount controls within dealership authority.
Review unapplied time, overtime, policy adjustments, and repair write-offs.
Ensure completed work is invoiced accurately and promptly.
Identify opportunities to improve profitability while maintaining service quality and customer trust.

Customer Experience

Set standards for service communication, repair estimates, authorizations, and delivery commitments.
Ensure customers receive clear explanations of repair recommendations and changes in scope.
Resolve escalated complaints and make goodwill decisions within approved authority.
Review customer feedback and address recurring service concerns.
Build relationships with fleet and other key customers.
Ensure commitments reflect available capacity and realistic repair timelines.

Operational Oversight

Hold the Assistant Service Manager accountable for workflow coordination, job follow-up, and shop floor efficiency.
Hold the Technical Shop Foreman accountable for technical direction, technician assignments, and repair quality.
Review aging repair orders, stalled jobs, and missed completion targets.
Ensure scheduling balances customer needs, technician capability, and shop capacity.
Resolve operational issues that cannot be addressed by the shop leadership team.
Oversee warranty administration and timely resolution of outstanding claims.

People Leadership and Development

Recruit, onboard, and retain qualified service employees.
Conduct performance reviews and establish development plans.
Support technical training, apprenticeship development, and leadership growth.
Address employee performance and conduct concerns consistently.
Establish clear communication and accountability across the department.
Plan for coverage, succession, and future staffing requirements.

Quality, Safety, and Compliance

Ensure department practices meet manufacturer requirements, company policies, and applicable regulations.
Maintain effective repair verification and comeback review processes.
Ensure employees have appropriate training, equipment, and safe working conditions.
Address hazards, incidents, and recurring safety concerns.
Maintain standards for repair documentation, customer authorization, and recordkeeping.
Plan for maintenance and replacement of shop tools and equipment.

Continuous Improvement

Review department results with the leadership team and assign corrective actions.
Use customer feedback, comeback trends, and workflow data to identify improvements.
Evaluate changes to scheduling, systems, equipment, and processes.
Set measurable improvement targets and verify results.

Role Responsibilities

The Service Manager owns departmental strategy, financial results, staffing, customer escalation, and overall accountability.
The Assistant Service Manager / Non-Working Foreman manages daily workflow coordination, progress tracking, and operational follow-through.
The Technical Shop Foreman leads technical work, technician assignments, diagnostics, and repair quality.

The Service Manager provides direction and resolves escalated issues while holding both shop leadership roles accountable for their responsibilities.

Qualifications

Progressive experience in a heavy truck, automotive, heavy equipment, or related service operation.
Previous service management or comparable department leadership experience.
Strong understanding of service profitability, shop capacity, repair processes, and warranty administration.
Demonstrated ability to lead employees, manage performance, and resolve customer concerns.
Ability to interpret financial reports and operational performance measures.
Strong planning, communication, and decision-making skills.
Proficiency with dealership management systems and reporting tools.
Technical trade knowledge or certification is an asset.

Measures of Success

Achievement of service sales, gross profit, and expense targets.
Improved productivity, efficiency, and timely repair completion.
Controlled work in progress and prompt invoicing.
Strong customer satisfaction and retention.
Reduced preventable comebacks and unresolved complaints.
Employee retention, training progress, and effective leadership.
Consistent safety, documentation, and procedural compliance.

Working Conditions

This position operates across the service office, shop, and customer-facing areas. It requires regular engagement with employees and customers and may require extended hours to address operational needs or escalated concerns.

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More about this job

Responsibilities

The Service Manager leads the service department, overseeing financial performance, operational results, and customer experience. They are responsible for setting departmental goals, managing staff, and ensuring high-quality repair standards are met.

Requirements

Candidates must have progressive experience in a heavy truck, automotive, or heavy equipment service operation with a background in department leadership. Strong proficiency in service profitability, shop capacity management, and performance leadership is required.

Skills

Service management
Financial management
Budgeting
Team leadership
Customer experience
Operations management
Performance management
Workflow coordination
Warranty administration
Strategic planning
Staff recruitment
Safety compliance
Technical training
Decision making
Communication

Visa sponsorship

Not detected in the job text

Keywords

Service Manager
Heavy Truck
Automotive
Heavy Equipment
Department Leadership
Financial Performance
Budget Management
Shop Capacity
Warranty Administration
Customer Experience
Workflow Coordination
Performance Reviews
Safety Compliance
Technical Shop Foreman
Dealership Management Systems
Operational Oversight
Profitability
Repair Quality
Staffing
Continuous Improvement

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