Senior Service Manager, Heavy Equipment & Uptime

Brandt; Whitby; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Continuous learning

Career advancement

Benefits coverage

RRSP / Pension

Job summary

Brandt is seeking a Service Manager for our Whitby Peterbilt location to lead the service department, manage service delivery, and drive profitability across shop, field, and resident locations. You will oversee foremen, leadmen, service writers, and technicians while building strong customer relationships, ensuring timely quotes, work orders, and billing, and maintaining safety and quality standards.

The role requires strategic budgeting, KPI oversight, and collaboration with parts, sales, and

Qualifications

• 5-7 years’ progressive 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.
• 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.

Responsibilities

• 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.

Skills

Team leadership

Customer service

Communication

Travel to customer sites

Heavy equipment knowledge

Problem solving

Office applications

Education

Journeyperson Heavy Equipment Technician Certification

Blue Seal certification in Service Management

Job description

Brandt is seeking a Service Manager for our Whitby Peterbilt location to lead the service department, manage service delivery, and drive profitability across shop, field, and resident locations. You will oversee foremen, leadmen, service writers, and technicians while building strong customer relationships, ensuring timely quotes, work orders, and billing, and maintaining safety and quality standards.

The role requires strategic budgeting, KPI oversight, and collaboration with parts, sales, and