Reporting to: General Manager

Job description
The Senior Service Manager to lead and inspire the Service Department at our flagship dealership. In this key leadership role, you’ll be responsible for overseeing all aspects of service operations—ensuring exceptional customer experiences, partnering with Sales and Parts departments, while driving performance and operational excellence.

As the Senior Service Manager, you will lead a skilled team of technicians and service staff, fostering a culture of collaboration, accountability, and continuous improvement. You’ll be responsible for managing workflow, quality assurance, and productivity, while also supporting the professional development of your team. This role is ideal for a proactive leader who thrives in a fast-paced environment and is passionate about delivering outstanding service.

Key Responsibilities:

• Provide overall leadership and strategic direction for the day-to-day operations and scheduling of the Service Department.
• Establish and maintain high standards of quality assurance across all shop functions, ensuring consistent service excellence and adherence to company expectations.
• Oversee the timely and efficient completion of all maintenance and repair work, ensuring optimal workflow and minimal downtime.
• Collaborate with and guide technicians on service requirements, prioritizing tasks to meet customer and business needs.
• Deliver outstanding customer service by addressing inquiries and concerns in a professional, solutions-focused manner.
• Conduct regular performance evaluations for service staff, supporting career development and performance improvement.
• Provide ongoing coaching, mentoring, and leadership to service personnel to build a high-performing, engaged team.
• Ensure departmental compliance with company standards in areas such as cost control, safety, waste reduction, quality assurance, and timely service delivery.
• Lead workforce planning and resource allocation for the Service Department, ensuring appropriate staffing levels to support operational efficiency.
• Monitor and evaluate departmental performance against established KPIs, implementing corrective actions as needed to meet service and productivity goals.
• Oversee recruitment, onboarding and performance management in alignment with company HR practices.
• Foster a positive and collaborative work environment by modeling ethical behavior and professionalism in all interactions with staff, customers, and suppliers.
• Lead problem-solving initiatives to support continuous improvement and maintain effective working relationships across departments.
• Develop, refine, and implement service-related policies, procedures, and systems to drive departmental success and operational consistency.
• Monitor and manage the financial performance of the Service Department, ensuring alignment with budgetary targets and business objectives.
• Analyze and report on departmental performance metrics, including daily, monthly, and annual KPIs and service trends.
• Track and assess service delivery metrics to ensure high levels of customer satisfaction and operational efficiency.
• Review departmental reports to evaluate service operations and implement strategies for continuous improvement.
• Ensure compliance with all company policies and procedures among Service Department staff.
• Maintain a safe, clean, and organized shop environment in accordance with company and industry standards.
• Perform additional duties and projects as assigned to support the success of the dealership.
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Qualifications & Requirements – Senior Service Manager
Education & Technical Background:

• A diploma or degree in business administration, automotive technology, or a related field is preferred and will be considered a strong asset.
• Post-secondary diploma or degree in a mechanical, technical, or related field is preferred.
• Proven mechanical aptitude with a strong understanding of repair techniques and service operations.
• Background in the RV or automotive industry is a strong asset.

Experience:

• Minimum of 5 years of leadership experience in a technical or service-oriented environment.
• Demonstrated ability to lead, develop, and manage high-performing teams.
• Experience overseeing routine maintenance operations and managing shop workflows.
• Familiarity with inventory control practices and procedures.

Leadership & Operational Skills:

• Values-driven leader, who has accomplished experience in creating positive cultures and leading change management.
• Effective leadership skills with a strong focus on operational efficiency, process improvement, and team development.
• Strategic problem solver with the ability to identify key issues and implement creative, practical solutions.
• Solid understanding of personnel policies, employment practices, and operational procedures.
• Proven ability to manage performance, resolve conflicts, and foster a positive team environment.

Communication & Interpersonal Abilities:

• Strong verbal and written communication skills.
• Excellent interpersonal skills, with the ability to lead diverse teams and interact with customers and staff with professionalism and diplomacy.
• Demonstrated ability to maintain confidentiality, accountability, and integrity in all aspects of the role.

Personal Attributes:

• High level of attention to detail and accuracy.
• Ability to remain calm and effective under pressure in a fast-paced environment.
• Flexible and adaptable, with a strong work ethic and commitment to excellence.
• Self-motivated with the ability to work independently and make sound decisions.

Total Compensation: $150K - $200K per year
 

If this position suits your skills and experience, we want to talk to you!

Please apply by submitting your resume and a covering letter outlining why you are a suitable candidate for this exciting role.