Service Manager

• Red Deer, AB

• $ DOE

Glover International trucks Red Deer have an opening for a Service Manager at our Red Deer, Alberta location.

Glover International is an International Truck OEM dealer, with locations throughout southern Alberta. We moved to our new Red Deer facility in 2016, the 21-bay shop caters for a wide variety of equipment as well as being an International OEM dealership we are a full-service Cummins and CAT dealer. Our mission is to provide the best-in-class service to our customers while working with them to achieve the lowest cost of equipment ownership. At team Glover we strive to challenge everyone and provide opportunities for personal growth, while working to maintain that all-important work/life balance that is so important to our company culture.

Required Qualifications:

Heavy duty or Truck and Transport Red Seal Journeyman qualification.

Minimum 8 years technical experience within the truck and transport industry.

Minimum 3 years’ experience in a supervisory role.

Minimum Class 3 driver’s license.

Computer literate with a solid understanding of Microsoft programs, previous experience with CDK would be considered an asset.

Previous experience and understanding of warranty processes and policies relating to the heavy truck and transport industry manufacturers and suppliers. Cummins and International warranty experience would be considered an asset.

An understanding of financial statements, company financial targets and how to achieve them.

Personal qualities:

Communication, a proven ability to communicate effectively on varying levels with customers and staff.

Leadership, the confidence, and ability to lead and mentor a team that is constantly evolving. Developing and challenging all staff within the service department, apprentices, journeymen, and service support staff. The understanding that a well lead team who are trusted to do their jobs and given the tools they need for their jobs is a strong team.

Organization, the ability to efficiently organize yourself and the team in a busy demanding fast paced environment.

A personality that constantly strives to excel, challenging yourself first sets the example for the team.

Accountabilities and Duties:

Manage the staffing of the service department, (including but not limited to), staff work and vacation schedules, staff training and personal development, payroll, and daily tech time review.

Achieve and maintain International truck and Cummins engine technical certification.

Work with all service staff to ensure the service department is efficient, profitable, and achieving the financial goals of the company.

Hold monthly staff meetings, review technical updates and monthly safety topics.

Promote a department focused on the customer, utilizing the tools available to ensure all customers are kept informed. Clearly understanding and meeting the expectations of our customers both internal and external.

Mentor and develop the service team, building a culture where the focus is on the company goals of providing the “Best in class customer service, with the lowest cost of ownership” and providing a desirable “work life balance” to our staff.

Drive a shop culture with a focus on quality and pride of work. Foster an understanding that with the engagement of all in service we can deliver the company goals.

Monitor all open work orders to ensure completed work is invoiced efficiently and no completed work order is open past 30 days.

Review all work orders over $10’000 prior to them being closed.

Review all estimates over $5’000 before they are sent for customer approval.

Monitor the shop workload to ensure an efficient flow of work through the shop.

Work with the warranty team to ensure that all service staff have the required understanding of warranty requirements. Review warranty work orders ensuring that service is maximizing its warranty revenue.

Audit 10 customer pay work orders per month, review tech stories, documented technical information, estimates and final invoice, customer communications and timelines for the repairs.