Service Manager

Job summary

Lead the Service Department’s daily operations, staff development, workflow, customer relations, quality and safety standards, and financial performance. Manage service sales and expenses, warranty and customer-pay processes, complaint resolution, and collaboration with Sales and Parts.

Job details

Dilawri Overview Join Canada’s Largest Automotive Group If you are looking to grow your career with an organization driven by excellence, integrity, and innovation, Dilawri offers an environment where people are supported and empowered to succeed. Founded in 1985, Dilawri is Canada’s largest automotive group and one of Canada’s Best Managed Companies. Dilawri operates over 80 franchised dealerships, representing more than 35 of the world’s most respected automotive brands across British Columbia, Alberta, Saskatchewan, Ontario, Quebec, and Washington, DC. With a team of more than 4,000 employees, Dilawri fosters a culture rooted in collaboration, accountability, and continuous learning. Our values of Excellence, Leading, Teamwork, Integrity, Innovation, and Giving Back guide how we work, how we lead, and how we serve our customers and communities. Through the Discover how you can build your career with Position Overview Mercedes-Benz North Vancouver is seeking an experienced Service Manager to lead the day‑to‑day operations, workflow, and profitability of the Service Department. Reporting to the General Manager, this role plays a critical strategic function by overseeing technician performance, ensuring the highest standards of customer satisfaction, managing operational efficiency, and cultivating a strong service team. The Service Manager is accountable for departmental financial performance, employee development, customer relations, and adherence to quality and safety standards across the service operation. This is a Commission Based position. Primary Duties And Responsibilities Maintain the highest workmanship standards and communicate dealership CSI results to technicians monthly. Ensure daily housekeeping standards in the service department to promote morale, safety, and quality. Develop, schedule, and implement training programs for all technical and non‑technical personnel. Achieve craftsman league scores at or above zone average; provide ongoing coaching for underperforming employees. Create and manage systems for quality control of work and monitoring special jobs. Resolve 100% of customer complaints within 48 hours and support owner relations processes where required. Keep dealership leadership informed of serious complaints, potential legal cases, or unresolved issues; maintain knowledge of applicable consumer protection legislation. Collaborate with the Better Business Bureau to resolve customer concerns effectively. Recruit, develop, and retain high‑quality service department staff. Maintain systems for using technical resource data in line with dealership policy. Conduct annual performance appraisals for all service team members. Manage customer pay and warranty work processes to ensure accuracy and customer satisfaction. Maintain a repair order system that consistently captures complaint, cause, and correction. Establish and enforce standards of customer treatment, including processes for managing comebacks. Maintain organized and up‑to‑date customer follow‑up and record‑keeping systems. Operate and oversee automated control systems within the service department. Ensure completed repair orders are filed within 48 hours. Support front‑line staff and cashiers when addressing customer concerns. Complete manufacturer campaigns in a timely manner and at or above zone expectations. Maintain accurate warranty records and parts retention in accordance with policy. Foster strong inter‑departmental relationships with Sales and Parts. Ensure thorough review of vehicle preparation checklists. Support vehicle delivery requirements in accordance with program standards. Collaborate with the Sales Department to support new and used vehicle operations. Work with Parts Department to ensure optimal stocking of high‑usage items. Forecast service sales, gross profit, and departmental expenses. Develop and manage the annual service plan aligned with dealership financial forecasts. Maximize labor and parts sales based on genuine customer needs. Achieve forecasted customer labor sales within 10%. Ensure accurate processing of warranty and customer‑pay labor to maximize customer satisfaction. Communicate effectively with customers in a professional manner that reflects positively on the dealership and brand. Qualifications Required Strong leadership skills with the ability to motivate and mentor service personnel. Demonstrated experience managing workflow, productivity, and performance within a service environment. Strong customer service and conflict‑resolution abilities. Excellent communication and interpersonal skills. Strong organizational skills, with the ability to develop and manage systems and processes. Ability to interpret and manage financial metrics, forecasting, and departmental planning. Proficiency with computerized service management systems. Strong understanding of automotive repair processes and warranty procedures. Ability to maintain professionalism under pressure and manage sensitive customer concerns. Legally entitled to work in Canada. About Dilawri In addition to working with and learning from a team of leading professionals in the automotive industry, our benefits include: Discounted employee vehicle purchase program Job-specific coaching & training programs Comprehensive health & dental plans Employee wellness & assistance programs Employee social events Build your career with a team that is driven by excellence, integrity and innovation. Discover Dilawri.

What you’ll do

Lead the Service Department’s daily operations, staff development, workflow, customer relations, quality and safety standards, and financial performance. Manage service sales and expenses, warranty and customer-pay processes, complaint resolution, and collaboration with Sales and Parts.

Requirements

Requires strong leadership and experience managing workflow, productivity, and performance in a service environment, along with customer service, communication, organizational, and conflict-resolution skills. Candidates should understand automotive repair and warranty procedures, be able to manage financial metrics and computerized service systems, and be legally entitled to work in Canada.

Benefits

• Discounted Employee Vehicle Purchase Program
• Job-Specific Coaching and Training Programs
• Comprehensive Health and Dental Plans
• Employee Wellness and Assistance Programs
• Employee Social Events

Listed skills

• Leadership · Preferred
• Customer service · Preferred
• Conflict Resolution · Preferred
• Communication · Preferred
• Organization · Preferred
• Quality Control · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Leadership
• Team Development
• Workflow Management
• Performance Management
• Customer Service
• Conflict Resolution
• Communication
• Organization
• Financial Forecasting
• Departmental Planning
• Service Management Systems
• Automotive Repair Processes
• Warranty Procedures
• Quality Control
• Customer Relations
• Recruitment and Retention

Job areas

• Management & Leadership
• Customer Service & Support
• Transportation
• Sales
• Finance & Accounting

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