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Service Manager


This is a Full-time position in Mississauga, ON posted August 1, 2018.

Essential Duties and Responsibilities: May include some or all of the following. Other duties may be assigned.

  • Advise customers of necessary repair service, including estimate of costs involved.
  • Make recommendations to customer for preventative maintenance requirements, including proper care of equipment and regular maintenance requirements.
  • Arrange for control of each service job and the proper account for pre-delivery service or used goods reconditioning.
  • Handle warranty claims including computation of charges for service work
  • Handle customer complaints and order re-work when justified for proper repair.
  • Assumes responsibility for prompt reconditioning of trade-in equipment.
  • Keeps up to date with all bulletins and service information received by the dealership and informs service personnel regarding such information as it concerns their individual assignments.
  • Maintains a library of service manuals, bulletins, and other service publications for service use.
  • Ensure that new machines and machines going out on demonstration are clean and in “ready to go” condition, and that follow-up service is conducted as required and in line with factory warranty.
  • Coordinate with product support manager training programs and service meeting with customers.
  • Periodically evaluate the performance of the service department.
  • Work closely with parts department personnel to ensure that parts required are available.
  • Make recommendations regarding the purchase of service vehicles, and maintain fleet.
  • Coordinate with sales department in evaluating used equipment for trade-ins.
  • Set up, plan and execute training sessions for sales, parts, service, and customers on new product line as required.
  • Follow up with sales department on customer equipment maintenance and operations.
  • Develop and maintain a culture of customer service excellence through effective training, supervision, coaching and performance management.
  • Recruit, develop, motivate and hold accountable service team that will meet established objectives and targets for sales and profitability.
  • Maintain quality workmanship through uniform inspection guidelines.
  • Monitor and improve the productivity of a team composed of service advisors, technicians, installers and apprentices through leadership, motivation and effective scheduling.
  • Ensure that work is assigned in keeping with team skill levels, customer waiting times and the availability of parts and equipment.
  • Maintain service department presentation through daily inspections.
  • Promote service safety and security procedures and ensure compliance.
  • Control maintenance functions.
  • Adhere to the operating budget.
  • Participate in personal training and development.
  • Perform other duties, as required.   

Health and Safety

  • It is our expectation that all Nortrax Employees will conduct their work in a safe manner, abide by all Nortrax safety policies and report all hazardous conditions and unsafe work procedures. 
  • Performs new employee orientation.
  • Conducts employee-training sessions on WHMIS, lockout/tag out. Pre-use inspections, job hazard awareness, personal protective equipment operating procedures and instructions
  • Conducts monthly workplace inspections
  • Performs accident investigations for all work related illnesses and injuries
  • Responds to and corrects unsafe acts.
  • Enforces employee compliance in regard to Nortrax’s policies and procedures as defined in the health and safety program.
  • Initiates performance counseling and take disciplinary action for non-compliance in matters related to health and safety as defined in the health and safety program.
  • Keeps the General Manager appraised on any conditions or practices in the workplace that may pose a hazard to a worker.
  • Make recommendations for improvements to health and safety in the workplace.



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education, Skill, and/or Experience Requirements:

Two-year certificate from college or technical school and five years of related experience desired. College degree preferred. Heavy equipment service experience may be substituted or combined with education.

Organization and communication skills must be highly developed. Computer skills need to be broad based.


Physical Demands

Although much of the time will be situated in an office/shop environment, occasional travel to other branches may be required.

  • Ability to stand/walk for 8 hours
  • Able to lift 25 kilos or 50 lbs unassisted and carry as required
  • Ability to lift above shoulder and from floor to shoulder and floor to waist
  • Ability to walk and carry at same time & push/pull as required
  • Able to twist, turn, reach and work above shoulder level 
  • Minimum Skills and Qualifications:
  • Mechanic’s license or equivalent experience in the heavy equipment service industry.
  • Valid driver’s license for province of employment.
  • Ability to provide professional customer service and employee support.
  • Ability to lead and manage teams to achieve common goals in a multi-shift environment.
  • Ability to maintain composure and work effectively in a fast-paced environment
  • Superior communication skills.  

Skills Required

  • Education level: None
  • Work experience (years): None


Salary: N/D

How to Apply