Service Manager Location: Napanee

Equipment Ontario Inc.; Greater Napanee; Hybrid; CAD 65,000 - 95,000; Full time

Job summary

Equipment Ontario Inc. in Napanee is seeking a Service Manager to oversee daily operations of the Service Department, driving efficiency, profitability, and customer satisfaction.

You will lead Technicians, Apprentices, and Service Writers; coordinate with other dealership departments; manage scheduling, coaching, and performance reviews; and support recruitment and onboarding while ensuring adherence to manufacturer specifications and proper documentation for billing.

Qualifications

• Experience leading a service team in a dealership environment
• Strong initiative and customer-first mindset
• Ability to collaborate across departments

Responsibilities

• Assign and manage service jobs based on skill and workload
• Review work orders for accuracy and customer satisfaction
• Provide technical guidance on repairs and diagnostics
• Ensure work orders are documented and closed for billing
• Oversee warranty processing and claims
• Track service reporting (PDI, DAR, PIP)
• Lead Technicians, Apprentices, and Service Writers
• Schedule team, monitor accountability, and staffing
• Conduct annual performance reviews and coaching
• Oversee training compliance and onboarding

Skills

Team leadership

Cross-department collaboration

Performance reviews

Technical guidance

Job description

Job Type: Permanent, Full-Time Location: Napanee

The Service Manager is responsible for overseeing the daily operations of the Service Department, ensuring maximum efficiency, profitability, employee engagement, and customer satisfaction. This role involves proactive coordination with other departments to deliver seamless service and operational excellence.

Key Responsibilities:

1. Efficiency & Workflow Management

• Assign and manage service jobs to technicians based on skill and workload to ensure timely, high-quality service
• Review work orders for accuracy and customer satisfaction, ensuring timely and professional service delivery.
• Provide technical guidance to technicians on repairs, adjustments, and diagnostics according to manufacturer specifications.
• Ensure work orders are accurately documented and closed promptly for billing.
• Oversee warranty processing to ensure claims are completed efficiently and correctly.
• Track and manage service reporting (PDI, DAR, PIP).
• Prior experience as an agricultural technician is a strong asset

2. Productivity & Cross-Department Collaboration

• Promote a collaborative and respectful working relationship between the Service Department and other dealership departments

3. Employee Engagement & Team Leadership

• Lead and manage the service team, including Technicians, Apprentices, and Service Writers.
• Schedule team members, monitor accountability, and ensure optimal department staffing.
• Conduct yearly performance reviews and provide ongoing coaching and development.
• Oversee training compliance and support staff in completing required programs.
• Assist in recruitment, onboarding, and mentorship of new employees and apprentices.
• Proficiency in technical documentation and process management.

Desired Attributes:

• Proactive and strategic problem-solver with strong initiative.
• Customer-first mindset with a commitment to service excellence.
• Confident leader and coach with a growth mindset.
• Effective collaborator with a strong sense of accountability.
• Comfortable working in a dynamic, fast-paced environment with flexible hours as required.

Job Type: Permanent, Full-Time