Job Description

Service Manager - Lethbridge
Why Join Us
New West Truck Centres is a leading heavy truck dealership serving Western Canada, known for strong OEM partnerships, high service standards, and a commitment to safety and professional development. Our Lethbridge branch supports customers across transportation, agriculture, construction, and oil and gas. These industries depend on reliable service, strong communication, and fast turnaround times.
As Service Manager, you will lead a skilled team, drive operational performance, and ensure the delivery of exceptional customer service. This role is ideal for a hands-on leader who values teamwork, accountability, and continuous improvement.
Treated Well
You will join a leadership team that puts people first. Calm, consistent, and supportive leaders give you the trust and autonomy to run the service department with confidence. You will collaborate with experienced colleagues who care about the success of the branch, the team, and our customers.
Trained Well
We provide access to advanced diagnostic tools, OEM training, web-based learning, and internal leadership development programs. You will have the resources, systems, and support required to succeed in a high performing service environment while continuing to grow professionally.
Paid Well
This leadership role offers a competitive base salary ranging from $115,000 to $130,000 per year, depending on experience and qualifications. The position is bonus eligible, offering additional earning potential tied to performance and departmental results.
Our comprehensive benefits package includes health, dental, vision, life insurance, and an employee assistance program. New West Truck Centres is committed to long term stability, career growth, and meaningful rewards for strong leaders.
The Role
As Service Manager for the Lethbridge branch, you will oversee and direct the daily operations of the Service Department. Your focus is on safe operations, excellent customer service, efficient shop workflow, strong financial performance, and the development of a motivated, high functioning team.
Key Responsibilities
Department Management (Approximately 50%)
Profitably grow the service business while promoting excellent customer relations, safe work practices, efficient procedures, and high-quality standards
Guide, mentor, and review the work of all service personnel with a strong understanding of each role within the department
Ensure technicians have the proper training, tools, equipment, and information to perform their work effectively
Direct daily service operations including scheduling, repair order flow, shop capacity planning, and customer communication
Work closely with the Director of Operations, Shop Foreman, Lead Hands, and Service Advisors to ensure alignment and smooth execution
Maintain a visible presence on the shop floor to model safety, reinforce standards, and support the team
Reporting and Planning (Approximately 20%)
Maintain accurate service records, documentation, and reporting systems
Advise leadership on staffing needs, workload planning, customer trends, shop efficiency, and improvement opportunities
Provide recommendations related to customer concerns, workload balancing, and operational bottlenecks
Prepare and present annual service department forecasts covering revenue, capacity, staffing, training, and equipment planning
Technical Advisory (Approximately 20%)
Stay current on OEM technical bulletins, warranty programs, and diagnostic updates
Provide frontline support to customers on service concerns, warranty inquiries, and troubleshooting
Support technicians and service advisors on complex repairs and diagnostic challenges
Ensure accuracy in quoting, repair order preparation, and warranty related decisions
Mentorship and Team Development (Approximately 10%)
Build and maintain a knowledgeable, safety focused, and high performing service team
Lead technician and advisor development, progression planning, and training pathways
Foster a professional, positive work environment built on teamwork and accountability
Provide consistent coaching, feedback, and growth opportunities
Experience and Skills
Red Seal Journeyman Heavy Equipment Technician is required
Class 1 or Class 3 Driver's License is preferred
CVIP certification is considered an asset but not required
Minimum of five years of experience in the heavy-duty repair industry with leadership experience preferred
Ability to perform effectively in a fast paced, high-pressure environment
Strong communication skills with a professional and confident presence
Proven ability to lead, coach, and motivate technical teams
Solid understanding of shop operations, diagnostics, workflow efficiency, and customer service standards
Who You Are: You Embody P.R.I.D.E.
Professionalism
You lead by example with consistency, respect, and accountability.
Responsiveness
You act quickly to support customers, employees, and operations.
Integrity
You do what is right and uphold NWTC standards in every decision.
Dedication
You are committed to the success of the department and the people within it.
We are New West Truck Centres, a trusted name in heavy-duty trucks since 2008. From two locations, we've grown into a network of dealerships and body shops serving Alberta and interior British Columbia. We represent a wide range of heavy-duty trucks and parts brands, including Freightliner, Western Star, Thomas Built, Mitsubishi Fuso, Sport Chassis, Detroit Diesel, Cummins, Autocar, and more.
Born from the vision of an integral leader who has worked in every aspect of the business, this comprehensive background fuels our passion for exceptional customer service, ensuring the best experience at all our locations in Calgary, Balzac, Lethbridge, Red Deer, Medicine Hat, Cranbrook, and Taber.
Our "person-centered" corporate culture values each team member as essential to our success. This approach has earned us rewards such as Best Employer for Recent Graduates and Top Company for Women to Work for in Transportation. We actively support various charities and participate in numerous community and industry initiatives.

Skills Required