Manager, Service Business & Process
Top Benefits
About the role
At SMS Equipment the Manager, Service Business & Process plays a crucial role in supporting operational efficiency, consistent service delivery, and profitability across multiple branch service departments in Canada. This position provides influence, coaching, and process expertise while partnering with front-line teams across multiple regions to support standardized, high-quality service delivery.
Location: Acheson, AB
Work Arrangement: Hybrid – providing the flexibility to work remotely for a portion of the week.
Schedule: Monday to Friday.
Travel: Approximately 15-20% travel (annually) across Canada, based on business need and Company goals.
What You’ll Do
Service Business Process Leadership
- Lead continuous improvement of service department processes, tools, and procedures to drive efficiency and consistency
- Develop, maintain, and govern service job codes, flat rates, and supporting systems
- Act as the service business subject matter expert, providing guidance on corporate and branch initiatives
Performance Reporting & Business Analytics
- Develop and maintain service performance reports, metrics, and audits
- Analyze trends to improve profitability, margins, return on assets, and customer satisfaction
- Partner with IT and system teams to enhance reporting and service management tools
People Leadership & Capability Development
- Supervise, coach, and develop corporate service staff and support branch service teams
- Manage workload distribution, provide performance feedback, and support evaluations
- Design and deliver service training, onboarding materials, and knowledge‑sharing programs
Cross‑Functional & External Collaboration
- Collaborate with other internal SMS departments to continue to align service initiatives
- Lead engagement with manufacturers and suppliers to support flat rate programs and parts planning
- Ensure adherence to company and manufacturer policies while maintaining strong stakeholder relationships
What You Bring
The ideal candidate will have a post-secondary education in a related field, with working experience in the service or dealership industry is preferred. Strong influential leadership skills, and exceptional written and verbal communication will be critical for success in the role. Preference will be given to candidates with a minimum of 2 years people leadership experience. Additional qualifications include:
- Proven ability to influence and lead without formal authority.
- Strong collaboration and stakeholder engagement skills.
- Experience with process mapping documentation, lean methodologies, or Six Sigma principles is considered a strong asset.
- Experience maintaining and implementing standardized work or costing platforms.
- English proficiency required; French is considered an asset.
- Willingness and ability to travel up to 20% of the time as required
This role oversees three direct reports and works extensively with cross‑functional partners.
This position is classified as a Frontline Leader in SMS Equipment’s competency framework, requiring demonstration of core competencies (customer focus, collaboration, and technical/functional expertise) and leadership competencies (people leadership, managing through change and uncertainty, and influence).
At SMS Equipment, safety is one of our core values and we care for each other, without exception. Our successful candidate is intrinsically motivated and committed to making safe choices when completing all tasks.
Pre-Employment
Candidates may be required to complete:
- Assessment Testing
- Education verification (if applicable)
This posting is for an existing vacancy within SMS Equipment. Applications will be accepted until a suitable candidate is hired.
We thank all applicants for their interest. Only those selected to proceed to the next stage of the recruitment process will be contacted.
At SMS Equipment, the right partnership makes everything possible*. We’re committed to building a diverse and inclusive team and encourage applications from all qualified individuals. Join us and bring your expertise to an organization that values* safety, authenticity, innovation, performance, and respect*.*
SMS Equipment offers rewarding careers in the heavy equipment industry across Canada. As the largest Komatsu dealer in North America, SMS Equipment gives you the opportunity to represent world-class quality in our product offerings and customer service. A few of the many benefits of working with SMS Equipment include competitive wages, comprehensive group benefits plan, and RRSP matching.
Manager, Service Business & Process
Top Benefits
About the role
At SMS Equipment the Manager, Service Business & Process plays a crucial role in supporting operational efficiency, consistent service delivery, and profitability across multiple branch service departments in Canada. This position provides influence, coaching, and process expertise while partnering with front-line teams across multiple regions to support standardized, high-quality service delivery.
Location: Acheson, AB
Work Arrangement: Hybrid – providing the flexibility to work remotely for a portion of the week.
Schedule: Monday to Friday.
Travel: Approximately 15-20% travel (annually) across Canada, based on business need and Company goals.
What You’ll Do
Service Business Process Leadership
- Lead continuous improvement of service department processes, tools, and procedures to drive efficiency and consistency
- Develop, maintain, and govern service job codes, flat rates, and supporting systems
- Act as the service business subject matter expert, providing guidance on corporate and branch initiatives
Performance Reporting & Business Analytics
- Develop and maintain service performance reports, metrics, and audits
- Analyze trends to improve profitability, margins, return on assets, and customer satisfaction
- Partner with IT and system teams to enhance reporting and service management tools
People Leadership & Capability Development
- Supervise, coach, and develop corporate service staff and support branch service teams
- Manage workload distribution, provide performance feedback, and support evaluations
- Design and deliver service training, onboarding materials, and knowledge‑sharing programs
Cross‑Functional & External Collaboration
- Collaborate with other internal SMS departments to continue to align service initiatives
- Lead engagement with manufacturers and suppliers to support flat rate programs and parts planning
- Ensure adherence to company and manufacturer policies while maintaining strong stakeholder relationships
What You Bring
The ideal candidate will have a post-secondary education in a related field, with working experience in the service or dealership industry is preferred. Strong influential leadership skills, and exceptional written and verbal communication will be critical for success in the role. Preference will be given to candidates with a minimum of 2 years people leadership experience. Additional qualifications include:
- Proven ability to influence and lead without formal authority.
- Strong collaboration and stakeholder engagement skills.
- Experience with process mapping documentation, lean methodologies, or Six Sigma principles is considered a strong asset.
- Experience maintaining and implementing standardized work or costing platforms.
- English proficiency required; French is considered an asset.
- Willingness and ability to travel up to 20% of the time as required
This role oversees three direct reports and works extensively with cross‑functional partners.
This position is classified as a Frontline Leader in SMS Equipment’s competency framework, requiring demonstration of core competencies (customer focus, collaboration, and technical/functional expertise) and leadership competencies (people leadership, managing through change and uncertainty, and influence).
At SMS Equipment, safety is one of our core values and we care for each other, without exception. Our successful candidate is intrinsically motivated and committed to making safe choices when completing all tasks.
Pre-Employment
Candidates may be required to complete:
- Assessment Testing
- Education verification (if applicable)
This posting is for an existing vacancy within SMS Equipment. Applications will be accepted until a suitable candidate is hired.
We thank all applicants for their interest. Only those selected to proceed to the next stage of the recruitment process will be contacted.
At SMS Equipment, the right partnership makes everything possible*. We’re committed to building a diverse and inclusive team and encourage applications from all qualified individuals. Join us and bring your expertise to an organization that values* safety, authenticity, innovation, performance, and respect*.*
SMS Equipment offers rewarding careers in the heavy equipment industry across Canada. As the largest Komatsu dealer in North America, SMS Equipment gives you the opportunity to represent world-class quality in our product offerings and customer service. A few of the many benefits of working with SMS Equipment include competitive wages, comprehensive group benefits plan, and RRSP matching.