Service Manager

We are looking for a talented Service Manager to join our team specializing in Service for our Edmonton, AB branch.

Job Summary:

Manages service operations, workshop or field, that provide retail or distributor product or application services. Manages department personnel along with the departmental budget.

In this role, you will make an impact in the following ways:

• Service operations leadership — Overseeing all service staff and supervisors to ensure smooth, efficient daily operations and rapid resolution of complex issues.
• Performance coaching — Providing timely, constructive feedback that strengthens individual performance and accelerates employee growth.
• Employee development — Creating meaningful development opportunities that build capability, confidence, and long‑term career progression.
• Continuous improvement — Leading process reviews and implementing improvements that align with evolving customer expectations and organizational goals.
• KPI management — Monitoring service performance metrics, identifying gaps, and taking decisive action to address issues and capitalize on opportunities.
• Quality and workload oversight — Ensuring work output consistently meets company standards while maintaining high levels of customer satisfaction.
• Trend analysis — Spotting operational trends early and initiating changes that protect service levels and support business objectives.
• Customer relationship building — Maintaining positive, professional relationships with key customers and ensuring service operations meet or exceed their expectations.

To be successful in this role you will need the following:

• Financial acumen — Using financial indicators to guide decisions, protect margins, and ensure service operations support business goals.
• Action orientation — Moving quickly on new opportunities and challenges to maintain momentum and deliver timely results.
• Effective communication — Tailoring messages to different audiences to ensure clarity, alignment, and strong cross‑functional collaboration.
• Customer focus — Building strong relationships and ensuring service delivery consistently meets or exceeds customer expectations.
• Talent development — Coaching employees, creating growth pathways, and strengthening the team’s long‑term capability.
• Accountability — Setting clear expectations, following through on commitments, and ensuring others deliver reliably.
• Process optimization — Streamlining workflows and driving continuous improvement to enhance efficiency and service quality.
• Service capability & documentation — Applying service capability metrics and maintaining accurate documentation to support consistent, high‑quality service delivery. Education, Licenses, Certifications: College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required. This position may require licensing for compliance with export controls or sanctions regulations. Experience: Significant level of relevant technical experience, including supervisory experience, required.
• Drive Revenue Growth-Identify and pursue new service opportunities across all segments (truck, power generation, industrial).
• Build and maintain a proactive pipeline of service work, including quoting, follow‑ups, and customer re‑engagement.
• Strengthening Customer Relationships-Act as the primary point of contact for key accounts, ensuring responsiveness and consistent communication.
• Conduct regular customer visits to understand needs, identify gaps competitors are leaving open, and position Cummins as the preferred provider.
• Resolve escalations quickly and professionally to protect customer loyalty and retention.
• Market Development & Competitive PositioningMonitor regional market trends, competitor activity, and emerging customer demands.
• Financial Performance & Margin Improvement-Own service department financial performance, including revenue, margin, recovery, and burden management.
• Analyze job costing, technician efficiency, and quoting accuracy to identify improvement opportunities.
• Operational Excellence-Ensure consistent execution of service processes, scheduling, and workflow to maximize throughput.
• Partner with supervisors to maintain high technician productivity and reduce non‑billable time.
• Leadership & Team Development-Coach supervisors and frontline leaders to build a high‑performing, customer‑focused service culture.
• Cross‑Functional Collaboration-Work closely with parts, operations, and branch leadership to align on growth priorities.

COMPENSATION AND BENEFITS

Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our Company Pension Plan, Medical/Dental/Life Insurance, and a full complement of personal and professional benefits.

At Cummins, we are committed to the principles of diversity and employment equity under the Employment Equity Act, and we strive to ensure that our workforce reflects the diverse nature of Canadian society.

Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.

The successful candidate will be subject to our Pre-Employment Background Screening process which consists of a Criminal Background Check.

Job Service

Organization Cummins Inc.

Role Category On-site with Flexibility

Job Type Exempt - Experienced

ReqID 2430967

Relocation Package Yes

Business Justification Backfill

100% On-Site Yes

Due to the operational nature and specific job duties of this role, work is required to be completed 100% in person/On-site.