Job Description

Service Manager -

Position Title:

Service Manager

Department:

Service and Parts

Reports To:

Owner

Location:

4440 S Service RdBurlington, ON L7L 5R8

Classification:

Full-time

Position Summary

The Service Manager is responsible for leading the Service Department's daily operations, with a focus on technician dispatch, staff management, fleet maintenance scheduling, and customer satisfaction. This role ensures operational excellence, maximizes asset uptime, and drives continuous improvement in service standards, aligning with CanLift's commitment to safety, efficiency, and customer-first service delivery.

Key Responsibilities

.

Technician Dispatch

Manage incoming service calls from customers for both rental and customer-owned units. Dispatch service technicians efficiently and confirm the completion of dispatched jobs. Follow up on outstanding service issues or unresolved calls. Coordinate service exchanges with the Rental Manager as needed and ensure that parts are ordered and logged properly.
2.

Staff Management

Oversee both road and shop technicians. Approve working hours, vacation requests, and conduct annual performance reviews. Address performance concerns by issuing corrective actions when necessary. Maintain up-to-date training records and ensure technicians are compliant with manufacturer training requirements. Promote a safe work environment and uphold company policies as outlined in the CanLift Employee Handbook.
3.

Fleet Management

Schedule and prioritize repairs for all fleet units, including rental, sales, customer, and hard down units. Report and track unit status (e.g., issues, part orders, downtime). Implement systems and reporting tools that reduce asset downtime and improve preventive maintenance. Collaborate with other departments to align fleet readiness with operational demands.
4.

Customer Service

Maintain high levels of customer satisfaction to support repeat business and long-term profitability. Identify and resolve service-related issues that impact customer experience such as turnaround time, service availability, and cost efficiency. Train and guide service staff to ensure consistent, high-quality service delivery and alignment with customer expectations. Champion a customer-centric culture within the service team.

Required Skills and Qualifications

Proven experience in service or operations management, preferably in equipment rental or industrial services. Strong leadership and team management capabilities. Excellent communication and customer service skills. Proficiency in scheduling systems and service reporting tools. Commitment to safety and compliance with workplace policies and manufacturer standards.

Performance Indicators

Technician productivity and job completion rate Fleet uptime and downtime metrics Customer satisfaction scores and repeat service rates Compliance with training, safety, and documentation requirements
Job Type: Full-time

Pay: $90,000.00-$110,000.00 per year

Benefits:

Dental care Extended health care On-site parking Paid time off RRSP match
Schedule:

Monday to Friday Weekends as needed
Work Location: In person