Service Manager

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.

Brandt is a customer driven company, privately owned and family run, strengthened by diversification and succeeding through specialization. We operate over 170 locations across Canada, the USA, Australia, and New Zealand.

For nine decades, the people of Brandt have stood shoulder‑to‑shoulder with the hardworking people that we serve. And really, there’s no place we’d rather be because just like them, it’s when we’re working hard and getting things done that we’re at our best.

Our success is driven by a passionate belief in the unlimited potential of our company and the ultimate success of our customers and we act on that belief every single day.

• 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.

• 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…