Service & Operations Manager - Drive Uptime & Growth

Brandt Group of Companies; Cranbrook; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Health benefits

On-the-job training

Career advancement

RRSP matching

Job summary

Brandt Group of Companies is seeking a Service Manager to lead the service department, overseeing shop, field, and resident technicians. You will drive service delivery, set budgets, and manage quotes, billing, and downtime reductions.

The role requires strong leadership, equipment industry knowledge, and a focus on safety and quality standards to maximize uptime and profitability across Brandt locations.

Qualifications

• 5-7 years’ progressive combined experience in service, management, and business.
• Knowledge and skill in the operation of a heavy equipment dealership.
• Ability to travel to customer worksites when needed.

Responsibilities

• Manage service workflow to ensure work is planned, scheduled, and completed on time and within quoted costs.
• Build and maintain strong relationships with customers and internal teams to support effective service delivery.
• Ensure quality service execution in the shop, field, and resident locations in line with company standards.
• Prepare accurate quotes, oversee work orders, and ensure timely job closure and billing.
• Work directly with customers to diagnose issues, resolve complaints, and support equipment uptime.
• Coordinate with parts and sales to ensure parts availability and minimize service downtime.
• Ensure compliance with safety, quality, warranty, and reporting standards.
• Maintain clean, safe facilities and equipment to Brandt standards.
• Collaborate with corporate product support teams to improve service effectiveness and profitability.
• Develop and manage the annual service department budget.
• Monitor monthly performance metrics including revenue, margins, expenses, productivity, and KPIs.
• Manage warranty claims, PIPs, and credits to maximize recovery.
• Monitor and close Work in Progress (WIP) to ensure accurate financial reporting.
• Ensure timely, accurate documentation of all service‑related financial activity.
• Utilize vendor systems to manage customer, service, and financial data.
• Lead service personnel in accordance with company policies and procedures.
• Ensure all work is performed safely and in compliance with occupational health and safety standards.
• Recruit, train, and retain qualified service employees in collaboration with Branch Management and HR.
• Ensure technicians maintain required training and manufacturer certifications.
• Conduct performance reviews and support employee development and accountability.
• Lead performance management initiatives to support team and departmental success.
• Other duties as assigned.

Skills

Leadership experience

Customer service orientation

Team leadership

Planning & scheduling

Communication skills

Industry knowledge

Education

Journeyperson Heavy Equipment Technician Certification

Blue Seal (Service Management) certification asset

Tools

Desktop applications

Job description

Brandt Group of Companies is seeking a Service Manager to lead the service department, overseeing shop, field, and resident technicians. You will drive service delivery, set budgets, and manage quotes, billing, and downtime reductions.

The role requires strong leadership, equipment industry knowledge, and a focus on safety and quality standards to maximize uptime and profitability across Brandt locations.