Service Manager

Dilawri Group of Companies; North Vancouver; On-site; CAD 85,000 - 120,000; Full time

Benefits offered by this job

Discounted vehicle purchase

Coaching & training programs

Wellness & assistance programs

Employee social events

Job summary

Mercedes-Benz North Vancouver, part of the Dilawri Group of Companies, seeks an experienced Service Manager to lead the daily operations, drive profitability, and manage service staff. The role emphasizes customer satisfaction, quality standards, and adherence to safety and warranty procedures.

The position is commission-based and reports to the General Manager; it requires strong leadership, strategic planning, and a deep understanding of automotive service processes.

Qualifications

• Proven leadership managing service teams.
• Experience directing workflow, productivity and performance in a service environment.
• Excellent customer service and conflict-resolution abilities.
• Strong communication and interpersonal skills.
• Good organizational skills with system/process development ability.
• Ability to interpret financial metrics, forecasting, and planning.
• Proficiency with computerized service management systems.
• Solid understanding of automotive repair processes and warranty procedures.
• Maintain professionalism under pressure and manage sensitive customer concerns.
• Legally entitled to work in Canada.

Responsibilities

• Lead day-to-day operations of the service department and drive profitability.
• Oversee technician performance and ensure top customer satisfaction standards.
• Develop, schedule and implement training for technical and non-technical staff.
• Maintain workshop safety, quality control, and process adherence.
• Forecast service sales, gross profit, and department expenses.
• Collaborate with Sales, Parts and BBB to address customer concerns.
• Ensure accurate warranty and customer-pay labor processing.
• Prepare annual service plan aligned with financial forecasts.
• Manage repair orders, CSI results, and staff performance reviews.

Skills

Leadership

Workflow management

Customer service

Communication

Organization

Financial forecasting

Service management systems

Automotive repair knowledge

Professionalism under pressure

Work eligibility Canada

Tools

Service management software

Job description

If you are looking to grow your career with an organizationdriven by excellence, integrity, and innovation, Dilawri offers an environmentwhere people are supported and empowered to succeed.

Founded in 1985, Dilawri is Canada’s largest automotivegroup and one of Canada’s Best Managed Companies. Dilawri operates over 80franchised dealerships,representingmore than 35 of the world’s mostrespected automotive brands across British Columbia, Alberta, Saskatchewan,Ontario, Quebec, and Washington, DC.

With a team of more than 4,000 employees, Dilawri fosters aculture rooted in collaboration, accountability, and continuous learning. Ourvalues of Excellence, Leading, Teamwork, Integrity, Innovation, and Giving Backguide how we work, how we lead, and how we serve our customers and communities.Through the Dilawri Foundation , weare also committed to making a meaningful impact in the communities weserve.

Discover how you can build your career with Dilawri

Position Overview

Mercedes-Benz North Vancouver is seeking an experienced ServiceManager to lead the day‑to‑day operations, workflow, and profitability ofthe Service Department. Reporting to the General Manager, this role plays acritical strategic function by overseeing technician performance, ensuring thehighest standards of customer satisfaction, managing operational efficiency,and cultivating a strong service team. The Service Manager is accountable fordepartmental financial performance, employee development, customer relations,and adherence to quality and safety standards across the service operation.

This is a Commission Based position.

Primary Duties and Responsibilities

• Maintain the highest workmanship standards andcommunicate dealership CSI results to technicians monthly.
• Ensure daily housekeeping standards in theservice department to promote morale, safety, and quality.
• Develop, schedule, and implement trainingprograms for all technical and non‑technical personnel.
• Achieve craftsman league scores at or above zoneaverage; provide ongoing coaching for underperforming employees.
• Create and manage systems for quality control ofwork and monitoring special jobs.
• Resolve 100% of customer complaints within 48hours and support owner relations processes where required.
• Keep dealership leadership informed of seriouscomplaints, potential legal cases, or unresolved issues; maintain knowledge ofapplicable consumer protection legislation.
• Collaborate with the Better Business Bureau toresolve customer concerns effectively.
• Recruit, develop, and retain high‑qualityservice department staff.
• Maintain systems for using technical resourcedata in line with dealership policy.
• Conduct annual performance appraisals for allservice team members.
• Manage customer pay and warranty work processesto ensure accuracy and customer satisfaction.
• Maintain a repair order system that consistentlycaptures complaint, cause, and correction.
• Establish and enforce standards of customertreatment, including processes for managing comebacks.
• Operate and oversee automated control systemswithin the service department.
• Ensure completed repair orders are filed within48 hours.
• Support front‑line staff and cashiers whenaddressing customer concerns.
• Complete manufacturer campaigns in a timelymanner and at or above zone expectations.
• Maintain accurate warranty records and partsretention in accordance with policy.
• Foster strong inter‑departmental relationshipswith Sales and Parts.
• Ensure thorough review of vehicle preparationchecklists.
• Support vehicle delivery requirements inaccordance with program standards.
• Collaborate with the Sales Department to supportnew and used vehicle operations.
• Work with Parts Department to ensure optimalstocking of high‑usage items.
• Forecast service sales, gross profit, anddepartmental expenses.
• Develop and manage the annual service planaligned with dealership financial forecasts.
• Maximize labor and parts sales based on genuinecustomer needs.
• Achieve forecasted customer labor sales within10%.
• Ensure accurate processing of warranty andcustomer‑pay labor to maximize customer satisfaction.
• Communicate effectively with customers in aprofessional manner that reflects positively on the dealership and brand.

Qualifications Required

• Strong leadership skills with the ability tomotivate and mentor service personnel.
• Demonstrated experience managing workflow,productivity, and performance within a service environment.
• Strong customer service and conflict‑resolutionabilities.
• Excellent communication and interpersonalskills.
• Strong organizational skills, with the abilityto develop and manage systems and processes.
• Ability to interpret and manage financialmetrics, forecasting, and departmental planning.
• Proficiency with computerized service managementsystems.
• Strong understanding of automotive repairprocesses and warranty procedures.
• Ability to maintain professionalism underpressure and manage sensitive customer concerns.
• Legally entitled to work in Canada.

About Dilawri

In addition to working with and learning from a team ofleading professionals in the automotive industry, our benefits include:

• Discountedemployee vehicle purchase program
• Job-specificcoaching & training programs
• Employeewellness & assistance programs
• Employeesocial events

Build your career with a team thatis driven byexcellence,integrityand innovation.