Service Manager

David Aplin Recruiting; Manitoba; On-site; CAD 70,000 - 90,000; Full time

Job summary

A recruiting firm in Canada is seeking an experienced Service Manager to lead their service team in Winnipeg. This role involves enhancing the customer experience, managing a team of technicians, and ensuring operational performance. Ideal candidates should possess strong leadership skills, a customer-focused mindset, and relevant industry experience. A high school diploma is required, along with prior service or sales experience. This position offers a chance to contribute positively within a supportive team environment.

Qualifications

• Proven ability to lead and develop teams.
• Sales/service experience in the relevant industry is required.
• Experience in service operations or equipment repair preferred.

Responsibilities

• Manage and elevate customer experience and service delivery.
• Lead a team of technicians and support staff.
• Implement the service department’s vision and strategy.
• Develop and manage department budgets.
• Establish training plans for the department.

Skills

Customer focus

Strong communication skills

Problem-solving

Education

High School diploma

Post-secondary technical training or relevant mechanical/service experience

Job description

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About Our Client
Our client is committed to helping customers with the heavy lifting. Their mission is to deliver the right solution every time through responsive, knowledgeable, and customer-focused service.
They are seeking an experienced and people-oriented Service Manager to lead the service team at their Winnipeg branch. This role requires a strong leader who excels at developing technicians, building customer relationships, and driving operational performance.

Position Overview
The Service Manager acts as the primary point of contact when customers require service and support. You will ensure customers receive timely, high-quality solutions while managing the safe, profitable, and efficient operation of the Service Department. This includes selling service solutions, developing staff, enforcing processes, and achieving departmental performance metrics.
We are looking for a leader with strong communication skills, customer focus, and a proven ability to solve problems through structured processes and effective team coordination.

Key Responsibilities
Customer Experience & Service Delivery

• Manage and elevate the customer experience, ensuring all interactions reflect high service standards.
• Sell service solutions by offering quality service, products, and appropriate options.
• Maintain relationships with key customers to assess needs, resolve concerns, and strengthen loyalty.
• Handle customer inquiries and complaints professionally, presenting effective, timely solutions.

Leadership & Team Management

• Lead an established team of technicians and support staff.
• Set, monitor, and report on individual and department performance metrics.
• Promote a positive culture of teamwork within the department and across all branches.
• Ensure staff follow safe work practices, Standard Operating Procedures, and company policies.

Operational & Financial Performance

• Implement the service department’s vision and strategy in collaboration with the Operations Manager.
• Monitor performance against established goals for profitability, service levels, efficiency, and timelines.
• Analyze key departmental metrics and benchmark against industry standards to remain in the top 20%.
• Manage service processes including scheduling, job assignments, work-in-process, warranty handling, and work-order closure.
• Measure and monitor KPIs such as call handling, service lead times, re-work, open work orders, parts availability, and customer satisfaction.
• Develop and manage department budgets (sales, expenses, purchasing).
• Ensure all tools, equipment, and vehicles are in proper working condition and used appropriately.

Training & Development

• Establish training plans for the department and for individual team members.
• Coach and develop staff to enhance technical skills, customer service, and operational effectiveness.
• Support cross-training to maintain coverage during absences and peak times.

Qualifications

• High School diploma
• Post-secondary technical training or relevant mechanical/service experience.

Red seal preferred but not required.

• Previous leadership and/or sales/service experience in relevant industry (required).
• Experience in service operations, equipment repair, or related industries is also prefered.

At Aplin — together with our brands CompuStaff and Impact Recruitment — we connect great people with great organizations across North America. We believe diverse teams build stronger companies, and we welcome applicants from all backgrounds, experiences, and perspectives. We use AI tools to assist in a fair and efficient matching process, helping our recruiters connect the right people with the right opportunities. To be considered, applicants must be legally entitled to work in Canada, including holding any required permits. Our recruitment services are always free for job seekers.

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