Services Management Coordinator

Service Manager

Bosch Truck Group Inc. (formerly Glover International Trucks Ltd.) is an award winning dealership with non locations is Alberta and British Columbia. For 50 years we have been empowering customers with reliable transportation solutions. We are committed to delivering exceptional quality and service, we aim to be the leading provider of commercial trucks by setting the industry standard for reliability, safety, and customer satisfaction. We have an exciting Service Manager opportunity in our Calgary 61 Ave dealership.

The Service Manager’s main responsibility is to proactively develop and manage the service department business and operations in a way that maximizes customer and employee satisfactions, as well as positively contributes to the business performance and overall company profitability. They are responsible for leading technician development through performance evaluations, coaching, training, and career growth opportunities while fostering a positive, high-performing team culture centered on collaboration, accountability, and service solutions.

Service Department Management:

Manage and plan the daily operations of the service department, working with and acting on deviations. Lead and motivate the service department personnel.

• Set routines for planning and following up on meetings
• Verify there is an efficient flow of authorized work in the service shop, ensuring quality and documentation
• Develop, implement, and monitor standards and routines, maintaining a high standard of cleanliness and tidiness within the service department
• Monitor the ongoing condition of service shop tools and equipment, arranging purchase, repair, and calibration
• Monitor Dedicated Customer Service and My International Dealer adoption and utilization, addressing any deviations
• Coordinate with the parts department to ensure parts availability, ensure service exchange and warranty parts procedures are adhered to
• Manage the service department facilities
• Create and manage schedules and shifts

Service Department Customer Relations / Sales

Develop and manage customer relationships ensuring that customer’s needs are met, and services are developed to meet the future needs of the customer.

• Build and maintain the right level of relationships with customer representatives
• Monitor the department’s processing of complaints and process major or complicated complaints
• Assist service department personnel and customers regarding technical issues
• Participate in meetings with key customers when required

Service Department Follow Up Results

Develop the service business by following up budget, results, operational targets and taking measures in order, to achieve set targets.

• Manage and analyze the service department’s running costs and expenses budget
• Regularly follow up on service business and financial results
• Ensure compliance for all applicable licenses for the service department, including any renewals and/or emerging license and certifications required
• Analyze current standards to identify and present opportunities for improvement of the service department
• Review warranty performance and financial impacts, addressing any procedural or training opportunities.

Service Department Leadership

Facilitate and encourage team to maintain and enhance professional and technical knowledge by attending educational workshops, professional publications, establishing personal networks, and participating in professional societies, leading by example.

* Contribute to the business goals by accomplishing related results and participating on projects as needed.

Proven dealership experience in a management role.

• Strong mechanic experience with comprehensive mechanical knowledge.
• Excellent customer service skills.
• Experience in truck repair and maintenance.