Job Title

The Service Manager is accountable for the overall performance of the service department, including people leadership, customer satisfaction, operational efficiency, financial results, and regulatory compliance. This role directs service technicians across shop and field operations, ensures customers receive timely and high-quality equipment service, and plays a central role in sustaining the branch's reputation and profitability. The Service Manager works closely with Parts, Sales, and branch leadership to deliver a seamless customer experience and to capture service revenue opportunities across the dealer network. People Leadership & Technician Development - Recruit, onboard, coach, and evaluate service technicians; ensure the team has the skills, certifications, and tools required to perform high-quality repairs and maintenance. - Allocate work assignments based on technician skill level and workload to maximize labour efficiency and quality outcomes. - Conduct regular performance conversations and support technician development through OEM and in-house programs. Customer Service & Workflow Management - Ensure customer inquiries, service requests, and escalations are addressed promptly and professionally; communicate work order status and prepare accurate estimates. - Schedule service appointments and manage daily workflow to minimize equipment downtime and optimize technician utilization. - Track repair cycle times and gather customer feedback to continuously improve service quality and responsiveness. - Oversee field and shop service activities, ensuring safe and effective work practices across all sites. Quality Control & Parts Coordination - Implement and maintain quality control processes to ensure all repairs and maintenance meet OEM and customer standards; conduct regular inspections and drive corrective action where needed. - Collaborate with the parts department to ensure required parts are staged in advance of scheduled jobs; monitor delivery timelines and address shortages proactively. - Ensure unconsumed parts are returned promptly and removed from work orders. Warranty Processing & OEM Programs - Manage warranty claims from initiation through resolution; ensure documentation accuracy, timeline compliance, and maximum recovery. - Ensure all OEM Product Improvement Programs (PIPs) are completed within required timelines and maintain compliance with OEM warranty requirements and reporting standards. Safety & Regulatory Compliance - Ensure consistent adherence to safety protocols and applicable regulatory requirements within the service department; lead safety meetings, hazard assessments, and corrective actions. - Model a safety-first culture at all times; stay current on health, safety, and environmental regulations relevant to service operations. Financial Management & Business Development - Prepare and manage the service department operating budget; review monthly financial results and KPIs, and act on variances to improve profitability. - Monitor labour efficiency, pricing, and billing accuracy to protect revenue. - Utilize OEM telematics systems to proactively identify customer support opportunities and generate service revenue. - Collaborate with Sales and Parts to support integrated customer solutions and introduce service department capabilities to new and existing equipment owners. Qualifications & Experience - Post-secondary education in Business Administration, Agricultural Technology, or a related field is preferred. Equivalent combination of experience and demonstrated competency will be considered. - Minimum 35 years of progressive experience in service management, preferably in the agricultural equipment, construction equipment, or related dealership environment. - Working knowledge of agricultural and/or construction equipment, OEM warranty processes, and service management best practices. Familiarity with OEM telematics platforms is an asset. - Proficiency in Microsoft Office and service management software; ability to manage competing priorities in a fast-paced, multi-branch environment. - Valid driver's license. Working Conditions This role operates in a combination of shop, office, and field settings. Field travel to customer sites may be required. The Service Manager may be exposed to noise, machinery, and outdoor conditions as part of regular oversight duties. The role requires the ability to manage competing priorities under time pressure and to maintain professional composure during complex or escalated customer situations.