Service Manager

Brandt is currently seeking a Service Manager for our Mount Pearl Construction and Forestry location.

The  Service Manager   is responsible for managing the sales and delivery of equipment after-market support services ( component diagnostics, repair, and replacement) .   The Service Manager is also responsible for managing all aspects of the service department and day-to-day activity of  foremen , leadmen, service writers, and shop, field, and resident technicians.  

DUTIES & RESPONSIBILITIES INCLUDE BUT NOT LIMITED TO:  

• Manage service workflow to ensure work is planned, scheduled, and completed on time and within quoted costs. 
• Build and maintain strong relationships with customers and internal teams to support effective service delivery. 
• Ensure quality service execution in the shop, field, and resident locations in line with company standards. 
• Prepare accurate quotes, oversee work orders, and ensure timely job closure and billing. 
• Work directly with customers to diagnose issues, resolve complaints, and support equipment uptime. 
• Coordinate with parts and sales to ensure parts availability and minimize service downtime. 
• Ensure compliance with safety, quality, warranty, and reporting standards. 
• Maintain clean, safe facilities and equipment to Brandt standards. 
• Collaborate with corporate product support teams to improve service effectiveness and profitability. 
• Develop and manage the annual service department budget. 
• Monitor monthly performance metrics including revenue, margins, expenses, productivity, and KPIs. 
• Manage warranty claims, PIPs, and credits to maximize recovery. 
• Monitor and close Work in Progress (WIP) to ensure accurate financial reporting. 
• Ensure timely, accurate documentation of all service-related financial activity. 
• Utilize vendor systems to manage customer, service, and financial data. 
• Lead service personnel in accordance with company policies and procedures. 
• Ensure all work is performed safely and in compliance with occupational health and safety standards. 
• Recruit, train, and retain qualified service employees in collaboration with Branch Management and HR. 
• Ensure technicians maintain required training and manufacturer certifications. 
• Conduct performance reviews and support employee development and accountability. 
• Lead performance management initiatives to support team and departmental success. 
• Other duties as assigned.

QUALIFICATIONS/REQUIREMENTS :  

• 5-7 years’ progressive combined in experience in service, management, and business. 
• Knowledge and skill in the operation of a heavy equipment dealership. 
• Ability to organize work, set priorities, and achieve work related objectives and goals. 
• Ability to lead teams effectively. 
• Ability to travel to customer worksites, and as required, operate and work on or around heavy equipment. 
• Strong customer service orientation, exercising sound judgement when dealing with customers. 
• Ability to communicate effectively and professionally with customers, employees, and branch personnel at all levels. 
• Possess confidence, critical thinking, knowledge, and technical skills to assess and solve customer, business, and personnel problems effectively and efficiently. 
• Self-motivated to learn and stay current in the industry. 
• Proficient in the use of work-related desktop applications. 
• Journeyperson Heavy Equipment Technician Certification considered an asset. 
• Governmental “Blue Seal” certification in Service Management or other management training considered an asset. 

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