Service Manager

Service Manager

Harvey and Company is looking for a dynamic Service Manager for our Corner Brook location. If your career goals include making a valuable contribution as a Service Department Manager in an exciting and growing company then consider joining our team.

The Service Manager leads the service department and is accountable for its financial performance, customer experience, employee development, safety, and operational results.

This position establishes priorities and provides the people, processes, and resources needed to deliver timely, high-quality repairs.

Key Responsibilities

Department Leadership and Planning

• Sustainably grows service revenue and profit
• Set clear departmental goals, operating standards, and performance expectations.
• Establish staffing levels, operating hours, and shop capacity plans based on business demand.
• Lead regular reviews of workload, customer commitments, operational concerns, and department results.
• Define decision-making authority and resolve competing priorities.
• Develop and maintain consistent service department procedures.
• Coordinate with other department managers to support dealership objectives.

Financial Performance

• Develop and manage the service department budget.
• Monitor labor sales, gross profit, expenses, productivity, efficiency, and work in progress.
• Establish labor pricing and discount controls within dealership authority.
• Review unapplied time, overtime, policy adjustments, and repair write-offs.
• Ensure completed work is invoiced accurately and promptly.
• Identify opportunities to improve profitability while maintaining service quality and customer trust.

Customer Experience

• Set standards for service communication, repair estimates, authorizations, and delivery commitments.
• Ensure customers receive clear explanations of repair recommendations and changes in scope.
• Resolve escalated complaints and make goodwill decisions within approved authority.
• Review customer feedback and address recurring service concerns.
• Build relationships with fleet and other key customers.
• Ensure commitments reflect available capacity and realistic repair timelines.

Operational Oversight

• Hold the Assistant Service Manager accountable for workflow coordination, job follow-up, and shop floor efficiency.
• Hold the Technical Shop Foreman accountable for technical direction, technician assignments, and repair quality.
• Review aging repair orders, stalled jobs, and missed completion targets.
• Ensure scheduling balances customer needs, technician capability, and shop capacity.
• Resolve operational issues that cannot be addressed by the shop leadership team.
• Oversee warranty administration and timely resolution of outstanding claims.

People Leadership and Development

• Recruit, onboard, and retain qualified service employees.
• Conduct performance reviews and establish development plans.
• Support technical training, apprenticeship development, and leadership growth.
• Address employee performance and conduct concerns consistently.
• Establish clear communication and accountability across the department.
• Plan for coverage, succession, and future staffing requirements.

Quality, Safety, and Compliance

• Ensure department practices meet manufacturer requirements, company policies, and applicable regulations.
• Maintain effective repair verification and comeback review processes.
• Ensure employees have appropriate training, equipment, and safe working conditions.
• Address hazards, incidents, and recurring safety concerns.
• Maintain standards for repair documentation, customer authorization, and recordkeeping.
• Plan for maintenance and replacement of shop tools and equipment.

Continuous Improvement

• Review department results with the leadership team and assign corrective actions.
• Use customer feedback, comeback trends, and workflow data to identify improvements.
• Evaluate changes to scheduling, systems, equipment, and processes.
• Set measurable improvement targets and verify results.

Role Responsibilities

• The Service Manager owns departmental strategy, financial results, staffing, customer escalation, and overall accountability.
• The Assistant Service Manager / Non-Working Foreman manages daily workflow coordination, progress tracking, and operational follow-through.
• The Technical Shop Foreman leads technical work, technician assignments, diagnostics, and repair quality.

The Service Manager provides direction and resolves escalated issues while holding both shop leadership roles accountable for their responsibilities.

Qualifications

• Progressive experience in a heavy truck, automotive, heavy equipment, or related service operation.
• Previous service management or comparable department leadership experience.
• Strong understanding of service profitability, shop capacity, repair processes, and warranty administration.
• Demonstrated ability to lead employees, manage performance, and resolve customer concerns.
• Ability to interpret financial reports and operational performance measures.
• Strong planning, communication, and decision-making skills.
• Proficiency with dealership management systems and reporting tools.
• Technical trade knowledge or certification is an asset.

Measures of Success

• Achievement of service sales, gross profit, and expense targets.
• Improved productivity, efficiency, and timely repair completion.
• Controlled work in progress and prompt invoicing.
• Strong customer satisfaction and retention.
• Reduced preventable comebacks and unresolved complaints.
• Employee retention, training progress, and effective leadership.
• Consistent safety, documentation, and procedural compliance.

Working Conditions

This position operates across the service office, shop, and customer-facing areas. It requires regular engagement with employees and customers and may require extended hours to address operational needs or escalated concerns.