Service Manager

Temiskaming Shores & Area Chamber of; Kamloops; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive pay

Training & development

Career advancement

Benefits package

Pension / RRSP

Job summary

Brandt Group of Companies is seeking a Service Manager to lead our after-market support services for heavy equipment. You will oversee shop, field, and resident technicians, manage quotes and job closure, and ensure uptime for customers.

Responsibilities include budgeting, performance metrics, and safety compliance while collaborating with parts, sales, and product support to improve service profitability. This role requires strong leadership and customer service acumen.

Qualifications

• Experience leading service teams in a heavy equipment dealership
• Strong customer service and relationship-building skills
• Ability to manage budgets and schedules to meet quoted costs
• Commitment to safety and regulatory compliance
• Effective communication with customers, technicians and branches

Responsibilities

• Manage service workflow: plan, schedule, complete within quoted costs
• Build relationships with customers and internal teams to support service delivery
• Ensure quality service execution in shop, field, and resident locations
• Prepare accurate quotes, oversee work orders, ensure timely billing
• Diagnose issues with customers to resolve complaints and maximize uptime
• Coordinate with parts and sales to ensure parts availability and minimize downtime
• Ensure safety, quality, warranty, and reporting standards
• Maintain clean, safe facilities and equipment per Brandt standards
• Collaborate with product support to improve service effectiveness and profitability
• Develop and manage the annual service department budget
• Monitor monthly revenue, margins, expenses, productivity, KPIs
• Manage warranty claims, PIPs, and credits for recovery
• Close WIP for accurate financial reporting
• Utilize vendor systems to manage data
• Lead service personnel per company policies
• Ensure work is performed safely and in health & safety standards
• Recruit, train, and retain qualified service staff with HR
• Ensure technicians maintain required training and manufacturer certifications
• Conduct performance reviews and support employee development
• Lead performance management initiatives for the team
• Perform other duties as assigned

Skills

Leadership

Customer service

Budget management

Safety compliance

Communication

Team building

Education

Journeyperson Heavy Equipment

Blue Seal Certification

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

• 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.

What We Look For

• 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.

What We Offer

• 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.

When you work for Brandt, we work for you. It’s as simple as that.