Job Title: Service Department Manager
Location: Westlock, Alberta (Powersports & Marine Dealership)
Employment Type: Full-time, Permanent

REQUIRED QUALIFICATIONS

• Experience: 10+ years of experience managing a service department (preferred in powersports or marine dealership; automotive service management experience also considered). A solid track record of leadership in a dealership service environment is required.
• Leadership & Team Management: Demonstrated ability to lead and motivate a team of service technicians and advisors. Excellent team-building, training, and conflict-resolution skills.
• Technical Knowledge: Strong technical understanding of powersports and/or marine products (ATVs, UTVs, motorcycles, boats, personal watercraft) and their maintenance. Ability to diagnose issues and guide technicians through complex repairs. Familiarity with OEM service processes and warranty procedures is an asset.
• Customer Service Skills: Outstanding customer service and communication skills. Capable of ensuring a positive customer experience and handling customer issues with tact and efficiency.
• Dealership Operations Acumen: Well-versed in dealership operations and service department metrics. Experience managing scheduling, repair order workflow, parts coordination, and using dealership management software. Detail-oriented with good organizational and time-management abilities to juggle multiple priorities.
• Performance & Profitability Focus: Proven experience in meeting performance targets – such as service revenue goals, CSI (Customer Satisfaction Index), and efficiency standards. Able to analyze department performance reports and implement improvements.
• Warranty Experience: A strong understanding of manufacturer’s warranty process is a strong asset and would help the selected candidate navigate a portion of the business that ensures customer satisfaction as well as ensures a full work log.
• Credentials: A valid driver’s license (Class 5) is required; a pleasure-craft operator (boater’s) license is a plus. Post-secondary certification in automotive or small engine repair/technology or business management is an asset. Forklift certification would be a valuable asset.

• Lead the Service Team: Provide strong leadership and direction to service advisors and technicians. Oversee the entire service process from customer check-in to check-out, ensuring quality work and timely completion of jobs.
• Staff Training & Development: Train and mentor service advisors on effective customer communication and train technicians on best practices. Ensure all team members stay up-to-date with manufacturer training and certifications.
• Operations & Workflow Management: Manage daily service operations, including work order dispatching, scheduling of technicians, and monitoring work-in-progress. Implement processes to optimize workflow in a fast-paced environment, maintaining an organized shop and efficient turnaround times.
• Quality Control: Oversee repair work for quality assurance, conducting final inspections or coordinating quality control checks on all service jobs. Address technical issues and provide guidance to technicians on complex diagnostics and repairs.
• Customer Service: Foster a customer-focused culture. Handle escalated customer inquiries or concerns with professionalism, ensuring high customer satisfaction and building long-term client relationships. Support service advisors in delivering excellent service experiences.
• Service Profitability & KPI Management: Monitor key performance indicators (labor hours, turnaround time, customer satisfaction scores, etc.) and maintain departmental profitability. Develop strategies to meet or exceed revenue and margin targets while controlling costs. Implement continuous improvements to increase efficiency and reduce waste.
• Cross-Department Collaboration: Work closely with the Parts Department to ensure parts availability for jobs and with Sales/Management on service-related programs. Leverage your parts knowledge (boating and powersports parts) to assist in inventory management and special orders as needed.
• Staffing & Administration: Responsible for staffing the service department – recruit, hire, and onboard new technicians/service staff when required. Conduct performance reviews and coaching for the team. Create staff schedules and approve time off to ensure adequate coverage, including some weekends as needed. Maintain service records and prepare regular reports for dealership management.