Service Manager, Terrace, BC

Velocity Vehicle Group; Terrace; On-site; CAD 110,000 - 130,000; Full time

Benefits offered by this job

Vacation time

RRSP matching

Bonus plan

Health coverage

Job summary

Velocity Truck Centres in Terrace, BC is seeking a Service Manager to lead the service department, manage budgets, and drive top-tier customer satisfaction. The role focuses on team leadership, payroll oversight, and collaboration with regional leadership to meet location goals.

The ideal candidate has extensive service-trade experience, strong communication, and a strategic mindset to optimize profitability and service quality at a full-time, on-site capacity.

Qualifications

• Minimum 8 years of experience in service technician or equivalent in dealership/trucking
• Minimum 3 years leading diverse teams
• Strong verbal and written communication skills
• Analytical skills to evaluate data and make decisions
• Strong business sense and judgement
• Detail oriented with multi-tasking and customer focus

Responsibilities

• Leads and coaches a high-performing service team to achieve targets
• Communicates clear job expectations and conducts regular team huddles
• Monitors budget, expenditures, and variances for the service department
• Maintains outstanding customer relations and visits customers
• Oversees payroll documentation and apprenticeship records
• Develops strategies to improve productivity and morale
• Participates in annual budgeting and strategic planning for service
• Works with Regional Manager on sales goals and customer retention
• Ensures warranty chargebacks are tracked to maximize profitability

Skills

Leadership experience

Budget management

Customer service

Communication

MS Office

Industry knowledge

Education

Journeyperson Commercial Transport, Heavy-Duty technician, HD Mechanic

Tools

MS Office Suite

Job description

Lead the charge in keeping the wheels turning - we're looking for a driven Service Manager to steer our team to success!

Position:Service Manager
Type: Fulltime Permanent
Location: Terrace, BC
Compensation: $110,000 - $130,000/year

What We Offer:

• Work-Life Balance: Generous accrued vacation time.
• Financial Security: Plan for the future with employer RRSP matching. Bonus plan.
• Comprehensive Benefits: Company-paid extended health coverage that includes medical, dental, and vision coverage, basic life insurance, disability, and wellness programs.

Position Overview:

The Service Manager is responsible for the day-to-day operations of the service department including preparing and meeting the department's annual budget, reviewing department budget daily, scheduling expenditures, analyzing variances, maintaining excellent customer relations, and visiting customers. The Service Manager is also responsible for conducting the human resource and personnel supervisory functions of the department such as selecting, training, scheduling, counseling, and disciplining employees.

Duties and Responsibilities:

Leadership & Team Management

• Leads, mentors and coaches a high-performing team to ensure success in the performance of their duties.
• Effectively communicates job expectations to the service team.
• Conducts frequent team huddles to ensure strong communication within department.
• Identifies and addresses trends or issues affecting morale, effectiveness, turnover, absenteeism, productivity, and staff satisfaction.
• Plans for and monitors the delivery of targets through individual recognition, performance reviews, people management and rewards.
• Partners with the location and Human Resources in the recruitment and selection of talent.
• Supports the Regional Manager in actively identifying and communicating opportunities for improvement in the store; designs and implements training, strategies, policies, goals, and other resources to maximize productivity and morale.
• Maintains technician file for apprenticeship documentation and other payroll matters.
• Manages all payroll documentation.
• Builds genuine employee passion for all brands and champions elite customer service as follows:
  • Represent Velocity Truck Centres in a professional manner using our core values to assist with making decisions and conducting business.
  • Participate and encourage a culture of continuous improvement Business Strategy.
• Fully participates in the development of strategic priorities and the annual business planning/budgeting process for the Service and Mobile Departments.
• Collaborates with Regional Manager to develop sales goals for each location, monitors progress toward those goals, and develops strategies to attract and retain customers.
• Proactively manages departmental budget, including:
  • Direct involvement to meet or exceed all budgetary guidelines set for the Service Department pertaining to productivity, efficiency, revenue, gross profit margins, and expense controls
  • Regularly monitor actual performance to plan and ascertain reasons for variances.
  • Reviewing daily budget and department performance reports
  • Studying trends to determine how to increase profitability of department.
  • Reviewing warranty chargebacks to maintain 100% efficiency and recuperation.

Sales and Marketing

• Maintains awareness of current and projected market conditions and develops and implements appropriate strategies and programs necessary to attain the dealership's service objectives.
• Stay up to date with all technological advances in product and tooling.
• Contacts vendor representatives for assistance when the need arises Customer Experience
• Constant focus on developing, maintaining, and improving customer relations.
• Actively bids on new tenders.
• Communicates and interacts with customers on all levels as it relates to such things as authorizations and repair order reviews.
• Visits customers on a regular basis.

Required Qualifications

• Minimum 8 years of experience as a Service Technician or comparable position in the dealership/trucking industry.
• Minimum 3 years demonstrated experience in successfully leading diverse teams.
• Strong verbal and written communication skills.
• Possesses analytical skills to evaluate data, make operational decisions and solve difficult problems with effective solutions using logic and methods.
• Possesses a strong understanding of business principles, and sound business judgement.
• Must be detail oriented with ability to multi-task and maintain a strong customer service focus and attention to detail, with Excellent customer service skills.
• Proficient with Microsoft Office Suite.
• Experience working in a customer service focused, high-volume, fast-paced environment.

Asset Qualifications

• Journeyperson Commercial Transport, Heavy-Duty technician, HD Mechanic or Diesel Mechanic.
• Training in Business Management or a related field.