Service Manager

Job Description In this role, you will lead a dedicated team-including technicians, the shop foreman, washbay staff, service writers, and yard/delivery personnel-to ensure peak operational efficiency, high-quality customer service, and strong financial performance. The ideal candidate has a solid background in agricultural or heavy equipment service operations. Experience with John Deere systems is a major asset. The successful candidate will have excellent communication skills and a proven track record of managing workflow, personnel, and departmental profitability. Key Responsibilities Department Leadership & People Management Manage and lead all service department personnel, including technicians, shop foreman, washbay staff, service writers, and yard and delivery employees. Track employee efficiencies, identify areas of strength and improvement, and conduct regular one-on-one quarterly feedback sessions. Actively recruit and source new technician talent using online job boards such as Indeed. Maintain a robust apprenticeship program to foster growth from within. Monitor and schedule technician training, including managing apprentice attendance at John Deere school and tracking the completion of JDU (John Deere University) online and instructor-led learning paths. Review and sign off on department timecards twice a month for payroll processing. Workflow & Operations Management Efficiently schedule service work, create accurate quotes, and assign tasks to ensure the right technician is on the right job. Monitor daily WIP to ensure work orders are finalized and closed in a timely manner, maintaining a strict goal of no more than one month of outstanding labor at any given time. Review finalized work orders prior to closing to verify that service stories, parts, descriptions, and labor hours are complete and accurate. Coordinate the maintenance of service vehicles, including tracking mileage and scheduling services. Ensure the shop remains clean, organized, swept, and free of garbage at the end of each day. Customer Service & Communication Answer and manage customer phone calls requesting service work. Serve as the primary contact for after-hours customer calls, prioritizing urgent requests and dispatching on-call technicians as needed. Maintain regular contact with customers to secure future work. Calculate monthly available billable hours to ensure the shop maintains a healthy backlog of 30 to 45 days of guaranteed work. Financial & Business Management Analyze department financial statements monthly, tracking expenses to ensure profitability. Monitor and manage Service Level Agreements (SLA) target (~3.5%) and Non-Revenue labor (target of 2.5%). Manage A/R accounts by actively following up on delinquent customer payments. Oversee Product Improvement Programs (PIPs) and warranty claims processing. Source consumable shop supplies economically to minimize overhead. Collaborative Support You will work closely with and delegate to the Shop Foreman, who will assist you in the following areas: Handling highly technical customer inquiries and supporting ongoing technician skill development. Serving as the primary technical resource for on-the-job troubleshooting and decision-making. Providing detailed technical explanations to assist in quoting complex jobs for customers. Job Requirements Proven experience as a Service Manager or in a senior service leadership role within the agricultural, heavy equipment, or automotive industry. Familiarity with John Deere equipment, JDU training paths, and dealership management systems is highly preferred. Strong financial acumen with experience managing departmental budgets, WIP, and A/R. Exceptional communication and interpersonal skills to handle customer escalations and lead a diverse team. Ability to work under pressure and manage after-hours emergency dispatching. Other duties as assigned by the General Service Manager. Benefits Dental care Extended health care Paid time off RRSP match

Lead the service department by managing technicians and staff to ensure operational efficiency and high-quality customer service. Oversee financial performance, including WIP monitoring, budget analysis, and the management of service level agreements.

Proven experience in a senior service leadership role within the agricultural, heavy equipment, or automotive industry. Proficiency with John Deere systems and strong financial management skills are highly preferred.

• Dental care • Extended health care • Paid time off • RRSP match

• Service à la clientèleSouhaitée

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Departmental Leadership
• Personnel Management
• Workflow Optimization
• Financial Acumen
• Customer Service
• Budget Management
• Recruitment
• Technical Troubleshooting
• Warranty Claims Processing
• A/R Management
• Scheduling
• Performance Tracking

• Management & Leadership
• Agriculture
• Trades
• Customer Service & Support
• Engineering

Expérience minimale

5+ ans

Postuler avant le

20 sept. 2026

Langue de l’offre

anglais

Heures de travail

40 heures par semaine

Niveau d’expérience

Mid-Senior level