Connecting People with Executive Opportunities

Position:           Service Manager
Reports to:      Dealer Principal
Company:        Large Import Automobile Dealership
Location:         Greater Edmonton Area (Alberta)
Date:                 May,  2021

Job Profile

Our client, a leading import automobile retailer in East Edmonton, is seeking a highly capable Service Manager driven by performance-based compensation along with a passion for customer satisfaction who will oversee all service operations including front-end service staff, technicians, apprentices and detailers.

Primary Responsibilities

  • Forecasts goals and objectives for the department and strives to meet them.
  • Prepares and administers an annual operating budget for the service department.
  • Ensures that all customers are given fair estimates on costs and time required for repairs and maintenance.
  • Develops and implements a marketing plan that promotes new and repeat business.
  • Monitors and controls the performance of the department using appropriate reports, metrics, KPI’s, tracking systems and surveys.
  • Understands and ensures compliance with manufacturer warranty and policy procedures.
  • Monitors warranty repair orders for sales and hours relative to expectations.
  • Prepares pricing guides and maintenance menus for frequent labor operations.
  • Directs and schedules the activities of all department employees.
  • Maintains high-quality service repairs and minimizes comebacks.
  • Conducts periodic spot checks of completed jobs for thoroughness and quality.
  • Understands, keeps abreast of and complies with provincial and local regulations that affect service operations, such as hazardous waste disposal, WCB, Right-to-Know, etc.
  • Monitors technicians’ daily productivity reports and corresponding payroll records.
  • Facilitates and/or conducts technical training and sends employees to appropriate training schools as needed.
  • Monitors and follows up on parts orders with the Parts Manager to ensure availability.
  • Ensures the proper care, storage and inventory of special tools.
  • Keeps abreast of new equipment and tools available and recommends purchases.
  • Informs repair technicians of time allowances on each repair order.
  • Maintains a safe working environment.
  • Hires, trains, motivates, counsels and monitors the performance of all service department staff.
  • Strives for harmony and teamwork within the department and with all other departments.
  • Handles customer complaints immediately and according to dealership guidelines.
  • Serves as liaison with factory representatives.
  • Establishes and maintains good working relationships with vocational and technical schools to enhance personnel recruitment activities.
  • Establishes and maintains follow-up with all customers to confirm satisfaction with the service experience and maintains good working relationships to encourage repeat and referral business.
  • Holds weekly department meetings.
  • Maintains a professional appearance and ensures that work areas and customer waiting areas are kept clean.

Qualifications / Required Skills

The ideal candidate will have a minimum of 5 years of experience immersed in a retail automotive service environment as a Service Manager or in a related capacity and has:

  • a solid grasp of the various metrics and KPI’s commonly used in a service operation (including ELR, Hr/RO, facility utilization, net profit, customer retention, etc.).
  • an understanding of the impact these metrics and KPI’s have on financial statements and overall customer satisfaction.
  • the capability of achieving net profit targets on a consistent basis while achieving excellent customer satisfaction ratings.
  • participated in performance groups and/or regularly seeks out and implements best practices.
  • the ability to develop and implement improvement plans based on ongoing analysis and review of performance indicators and root cause analysis.
  • You have a proven and natural ability to mentor and lead team members in a manner that is both effective and supportive and you work well with all employees, managers and senior leadership.
  • You are effective at establishing and maintaining good working relationships with customers as required to encourage repeat and referral business.

We Offer:

  • Equal employment opportunity.
  • Competitive pay.
  • Health Benefits (after 90-day probationary period).
  • A safe, professional and dynamic work environment.
  • Flexible hours offered to some degree with a preference of 8-5 Monday – Friday.

Reply in confidence to:

Gary Filippini MBA, CPA
Senior Managing Partner


in addition, place the position for
which you are applying
in the subject line of the email.

When applying, please include:

  • your resume
  • your cover letter outlining your key
    experience for the position
  • your salary expectations


2600 Skymark Ave.
Bldg. 5, Suite 103
Mississauga, ON
L4W 5B2

Tel: 647.228.0550


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