Manager - Service Department (Heavy Duty)

Velocity Truck Centres; Central Saanich; On-site; CAD 110,000 - 130,000; Full time

Benefits offered by this job

Bonus plan

Medical benefits

Dental benefits

Vision benefits

RRSP/TFSA

Life insurance

Training program

Vacation time

Job summary

Velocity Truck Centres in Saanichton, BC is seeking a Service Manager to lead the day-to-day operations of the service department, oversee budgeting, scheduling, and customer relations, and drive service performance.

You will mentor a high‑performing team, partner with HR on staffing, monitor profitability, and implement training and growth plans within a respected North American dealer network offering a strong benefits package.

Qualifications

• Minimum 8 years as a Service Technician or comparable position in the dealership/trucking industry.
• Minimum 3 years proven experience leading diverse teams.
• Strong verbal and written communication skills.
• Proficient with Microsoft Office Suite.
• Experience in customer service focused, high-volume, fast-paced environment.

Responsibilities

• Lead and mentor a high-performing service team to ensure duties are performed.
• Communicate clear job expectations and conduct regular team huddles.
• Plan and monitor budget, productivity, and profitability targets.
• Recruit and develop talent in collaboration with HR.
• Maintain strong customer relations and ensure elite service.

Skills

Leading diverse teams

Verbal & written communication

Analytical thinking

Business principles & judgement

Detail oriented & multi-tasking

Microsoft Office

Customer service in fast-paced env

Service Technician experience

Education

Business Management training

Job description

Velocity Truck Centres Saanichton BC. has stable, long-term career opportunity available for a Service Manager.

What Velocity offers:

• Compensation: $110,000 - $130,000+ / year (D.O.E)
• Service Manager Bonus Plan
• Full-time permanent role (Monday – Friday)
• Company paid Comprehensive medical, dental and vision benefits
• Health spending account
• Generous accrued vacation, sick time and company-paid holidays
• Employer-matched RRSP and TFSA
• Company-paid life insurance
• Training, mentorship and internal growth plans
• Employee discounts, company events and bonus programs

Velocity Truck Centres is one of North America's largest DTNA supported dealerships, selling Daimler branded products globally throughout Western Canada, United States, Mexico, and Australia. At Velocity, you will find a workplace that supports your growth, provides you with competitive wages and benefits and ensures you have the knowledge and skills you need to succeed.

Velocity is proud to have been named as one of Canadian's Best Places to Work 8 years in a row.

Position Overview:

The Service Manager is responsible for the day-to-day operations of the service department including preparing and meeting the department's annual budget, reviewing department budget daily, scheduling expenditures, analyzing variances, maintaining excellent customer relations, and visiting customers. The Service Manager is also responsible for conducting the human resource and personnel supervisory functions of the department such as selecting, training, scheduling, counseling, and disciplining employees.

Duties and Responsibilities:

Leadership & Team Management

• Leads, mentors and coaches a high-performing team to ensure success in the performance of their duties.
• Effectively communicates job expectations to the service team.
• Conducts frequent team huddles to ensure strong communication within department.
• Identifies and addresses trends or issues affecting morale, effectiveness, turnover, absenteeism, productivity, and staff satisfaction.
• Plans for and monitors the delivery of targets through individual recognition, performance reviews, people management and rewards.
• Partners with the location and Human Resources in the recruitment and selection of talent.
• Supports the Regional Manager in actively identifying and communicating opportunities for improvement in the store; designs and implements training, strategies, policies, goals, and other resources to maximize productivity and morale.
• Maintains technician file for apprenticeship documentation and other payroll matters.
• Manages all payroll documentation.
• Builds genuine employee passion for all brands and champions elite customer service as follows:
  • Represent Velocity Truck Centres in a professional manner using our core values to assist with making decisions and conducting business.
  • Participate and encourage a culture of continuous improvement Business Strategy.
• Fully participates in the development of strategic priorities and the annual business planning/budgeting process for the Service and Mobile Departments.
• Collaborates with Regional Manager to develop sales goals for each location, monitors progress toward those goals, and develops strategies to attract and retain customers.
• Proactively manages departmental budget, including:
  • Direct involvement to meet or exceed all budgetary guidelines set for the Service Department pertaining to productivity, efficiency, revenue, gross profit margins, and expense controls
  • Regularly monitor actual performance to plan and ascertain reasons for variances.
  • Reviewing daily budget and department performance reports
  • Studying trends to determine how to increase profitability of department.
  • Reviewing warranty chargebacks to maintain 100% efficiency and recuperation.

Sales and Marketing

• Maintains awareness of current and projected market conditions and develops and implements appropriate strategies and programs necessary to attain the dealership's service objectives.
• Stay up to date with all technological advances in product and tooling.
• Contacts vendor representatives for assistance when the need arises Customer Experience
• Constant focus on developing, maintaining, and improving customer relations.
• Actively bids on new tenders.
• Communicates and interacts with customers on all levels as it relates to such things as authorizations and repair order reviews.
• Visits customers on a regular basis.

Required Qualifications

• Minimum 8 years of experience as a Service Technician or comparable position in the dealership/trucking industry.
• Minimum 3 years demonstrated experience in successfully leading diverse teams.
• Strong verbal and written communication skills.
• Possesses analytical skills to evaluate data, make operational decisions and solve difficult problems with effective solutions using logic and methods.
• Possesses a strong understanding of business principles, and sound business judgement.
• Must be detail oriented with ability to multi-task and maintain a strong customer service focus and attention to detail, with Excellent customer service skills.
• Proficient with Microsoft Office Suite.
• Experience working in a customer service focused, high-volume, fast-paced environment.

Asset Qualifications

• Journeyperson Commercial Transport, Heavy-Duty technician, HD Mechanic or Diesel Mechanic.
• Training in Business Management or a related field.