Service Manager

Service Rentals and Sales Ltd.; Sault Ste. Marie; On-site; CAD 70,000 - 95,000; Full time

Job summary

Service Rentals & Sales Ltd. in Sault Ste. Marie, Ontario, is seeking a Service Manager to oversee the daily service operations and lead a skilled team. The role emphasizes delivering exceptional customer service, maintaining efficient workflows, and driving continuous improvement to support growth and profitability.

The position focuses on coaching the service team, managing KPIs and budgets, and ensuring compliance with safety and quality standards in a busy, office-based environment.

Qualifications

• Experience in service management or supervisory role (3–5 years)
• Strong leadership and team management skills
• Excellent communication and interpersonal abilities
• Proven problem-solving and conflict-resolution skills
• Strong organizational and time-management skills
• Proficiency in Microsoft Office and service management software
• Ability to analyze performance metrics and prepare reports

Responsibilities

• Manage and supervise the daily operations of the service department.
• Lead, coach, train, and evaluate service team members.
• Ensure excellent customer service by resolving customer concerns promptly and professionally.
• Monitor service quality, productivity, and KPIs.
• Schedule and assign work to maximize efficiency and meet customer expectations.
• Develop and implement service procedures and best practices.
• Maintain accurate service records, reports, and documentation.
• Manage department budgets, expenses, and inventory where applicable.
• Ensure compliance with company policies, safety regulations, and industry standards.
• Collaborate with sales, operations, and other departments to improve customer experience.
• Identify opportunities to improve processes, increase efficiency, and enhance profitability.
• Monitor customer feedback and implement corrective actions when necessary.

Skills

Leadership and coaching

Team management

Communication

Problem-solving

Decision-making

Planning and organization

Budget and cost control

Performance management

Process improvement

Tools

Microsoft Office

service management software

Job description

Company Description

Service Rentals & Sales has been serving customers across Northern Ontario for over 30 years, providing a comprehensive range of tools, equipment, and construction supplies. As Algoma’s Mahindra Tractor Dealer, the company offers both sales and rentals, supported by a well-maintained rental fleet and a full small engine repair and warranty center. Service Rentals & Sales also supplies safety gear and training, helping customers complete projects efficiently and safely. The organization prides itself on being a one-stop shop for home and work projects, focusing on affordable, practical solutions for a wide variety of customer needs.

Position Summary

The Service Manager is responsible for overseeing daily service operations, ensuring exceptional customer satisfaction, managing service staff, and maintaining efficient workflows. This role focuses on delivering high-quality service, meeting performance targets, and driving continuous improvement while supporting business growth and profitability.

Key Responsibilities

• Manage and supervise the daily operations of the service department.
• Lead, coach, train, and evaluate service team members.
• Ensure excellent customer service by resolving customer concerns promptly and professionally.
• Monitor service quality, productivity, and key performance indicators (KPIs).
• Schedule and assign work to maximize efficiency and meet customer expectations.
• Develop and implement service procedures and best practices.
• Maintain accurate service records, reports, and documentation.
• Manage department budgets, expenses, and inventory where applicable.
• Ensure compliance with company policies, safety regulations, and industry standards.
• Collaborate with sales, operations, and other departments to improve customer experience.
• Identify opportunities to improve processes, increase efficiency, and enhance profitability.
• Monitor customer feedback and implement corrective actions when necessary.

Qualifications

• Parts Knowledge.
• 3–5 years of experience in a service management or supervisory role is an asset.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proven problem-solving and conflict-resolution skills.
• Strong organizational and time-management skills.
• Proficiency in Microsoft Office and service management software.
• Ability to analyze performance metrics and prepare reports.

Key Skills

• Leadership and coaching
• Team management
• Communication
• Problem-solving
• Decision-making
• Planning and organization
• Budget and cost control
• Performance management
• Process improvement

Working Conditions

• Full-time position.
• Primarily office-based with regular interaction in service or operational environments.

Performance Measures

• Customer satisfaction scores
• Service response and completion times
• Team productivity
• Employee engagement and retention
• Budget adherence
• Revenue and profitability targets
• Compliance with safety and quality standards