Service Manager

Grupo NORS; Kitchener; Hybrid; CAD 70,000 - 80,000; Full time

Job summary

Grupo NORS in Kitchener is seeking a Service Manager to oversee daily operations of the Service Department, manage WIP, and schedule technicians for shop or field work. You will monitor overtime and resolve customer disputes while maintaining safety and profitability.

The role requires leadership, strong communication, and hands-on supervision of service activities, with emphasis on delivering timely, high-quality service and customer satisfaction.

Qualifications

• WHMIS and Safety Training.
• On call 24/7 availability.
• Night shifts may be necessary.
• Work is done in a mix of office and shop environments.

Responsibilities

• Manage the daily operations and P&L of the Service Department.
• Serve as primary liaison with customers to diagnose service needs and dispatch technicians.
• Ensure Health and Safety requirements are met, including toolbox talks and inspections.
• Provide input on hiring, discipline, and staff development for the service team.
• Clearly communicate the scope of service to shop foremen and technicians to ensure timely response.
• Maintain customer focus, professionalism, and training within the team.
• Organize shop and field procedures to monitor work quality and customer satisfaction.
• Ensure timely completion of work with minimal rework and timely delivery to customers.

Skills

Organized

Good communication

Leadership

Basic computer skills

Teamwork

Deadline-driven

Microsoft Office

Managerial

Equipment knowledge

Email management

Education

WHMIS and Safety Training

Job description

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With a legacy of over 90 years, we continue to grow and strengthen our presence in the 7 countries where we operate, with more than 100 units and representation of leading brands in our business areas.
Every day, we strive to meet market needs with excellent solutions, equipment, and services - and we believe we have the best talent to deliver on those expectations.
Ready to take the next step in your career?
Your new opportunity might be right here.
We are looking for a Service Manager to join our Service team in Kitchener.

What's the challenge?

What do we expect from you?

What will you find here?

SUMMARY:

The Service Manager is responsible for the daily operations and management of the Service Department, management and control of the WIP. The candidate will ensure Technicians have a full work schedule either in the shop or on the field, will monitor all overtime hours for Technicians and will resolve customer disputes.

Expected Salary range (gross/annual)

$70,000.00 to $80,000.00 per year

DUTIES AND RESPONSIBILITIES:

• Responsible for the overall management of activities and personnel within the Service Department
  to ensure it is being run efficiently and profitably in accordance with the budget.
• Primary liaison with the customer to diagnose the extent and type of service required including
  follow-up and dispatch mechanic to clients for repair.
• Ensuring that Health and Safety requirements are being strictly adhered to including toolbox
  meeting and inspections; for the goodwill of all, follow up company's policy.
• Providing recommendations regarding hiring/dismissals/disciplining of service department staff; I
  help my department to ensure the smooth running of the team.
• Communicate clearly the extent of service required to the Shop Foreman or Technicians to ensure
  accurate and prompt response.
• Ensure staff are customer focused, professional and adequately trained to perform their functions.
• Structure shop and field procedures to monitor quality of work and drive customer satisfaction
  including dispatch to ensure prompt response to customer inquiries.
• Ensure Technicians complete work in a timely fashion with minimum rework; to deliver on time to
  the customer.
• Keep the Branch Manager informed of any problems or questions regarding service orders; to solve
  problems.
• Keep the Branch Manager informed of any customer issues arising from the service department,
  major problems are solved by the director, as these are decisions made between superiors.
• Ensure customer accounts are in good standing before creating service orders for billing to avoid
  delays.
• To deal with the disputes of the customers of the service, for the good progress and the payment of
  the services rendered to the customers.
• Organize and maintain the workshop and service trucks; for the proper functioning of the service

CORE COMPETENCIES:

• Organized
• Good communication
• Leadership
• Basic computer skills
• Ability to work in a team
• Ability to work under strict deadlines
• Microsoft Office
• Managerial
• Equipment knowledge
• Management of e-mail

EDUCATION/TRAINING:

• WHMIS and Safety Training

PARTICULAR CONDITIONS:

• On call 24/7
• Night shifts may be necessary
• Work is done primarily in a combination of office and shop environment with frequent walks in the shop The work requires moderate physical effort including bending, kneeling and walking

HEALTH AND SAFETY

It is our expectation that all Nors Employees will conduct their work in a safe manner, abide by all Nors safety policies and report all hazardous conditions and unsafe work procedures. In addition, Nors employees will be required to report any and all incidences/accidents/near misses according to company policies

Nors is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. We recognize our obligations and responsibilities as an employer and encourage applications from all qualified candidates including members of visible minorities.

Nors will accommodate people with disabilities during the recruitment and assessment processes. If accommodation is requested, Nors will consult with the applicant and arrange for the provision of suitable accommodation that considers the applicant’s needs.