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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