If you love being around water, check out Pirate Cove Marina's NEW job opportunity for a full time Service Manager!

Pirate Cove Marina (a subsidiary of the Leisure Days RV Group) has been in business for over 30 years and continues to grow.

Overview:

The Service Manager supports the Service Department by leading the day-to-day people, customer, and administrative processes of the service department. The role ensures service advisors, customers, technicians, onsite service staff, and internal partners are aligned so work moves efficiently from appointment booking through repair completion and customer follow-up.

We offer:

- A collegial work environment
- Competitive Compensation: $60,000 - $80,000/year, depending on experience, plus bonuses (Note: base + reasonable bonus would be in the range of $70-$90K/year).
- Group Perks, RRSP Plan with employer match
- Training in support of your role

Reporting Relationships: Reports to: General Manager or Delegate

Direct day-to-day leadership of: Service Advisors, customer-service support staff, and assigned onsite-service personnel. Provides workflow direction to technicians in coordination with the Service Manager and Shop Foreman/Lead Technician.

Key Responsibilities and Accountabilities:

People leadership and daily team coordination

- Lead daily service-advisor and service-team huddles.
- Set daily priorities, assign coverage, manage breaks, and maintain customer-facing coverage.
- Coach Service Advisors on communication, repair-order accuracy, estimates, approvals, documentation, and follow-up.
- Monitor attendance, scheduling, vacation requests, and timecard completion; escalate approvals and concerns to the General Manager or Delegate.
- Address first-level performance and conduct concerns promptly, document appropriately, and escalate formal discipline, hiring, termination, or compensation matters.
- Support onboarding, training, cross-training, and consistent use of department SOPs.

Customer experience and escalation management

- Oversee appointment scheduling, service intake, repair-order creation, estimate approval, and promised-completion-date communication.
- Ensure customers receive timely status updates when parts, diagnosis, warranty, insurance, or technician availability affect their repair.
- Handle first- and second-level customer concerns before escalation to the General Manager or Delegate.
- Coordinate customer delivery, repair explanation, invoice review, and post-service follow-up.
- Maintain a customer-escalation log, including owner, next step, commitment date, and resolution.
- Ensure concerns involving safety, legal threats, insurer disputes, denied warranty, social-media escalation, or significant goodwill requests are escalated immediately.

Service Advisor process ownership





- Maintain advisor workload balance, appointment capacity, and daily follow-up standards.
- Audit repair orders for complete customer concerns, technician notes, photos, estimates, approvals, parts status, warranty/insurance information, and accurate billing.
- Review open and aging repair orders daily; ensure customers have a documented next update.
- Coordinate with Parts, Warranty, Accounting, Sales, and technicians to remove barriers to repair completion.
- Track unbilled work, completed-but-open repair orders, declined work, backordered parts, and customer-pay approvals.

Onsite service-call coordination

- Triage onsite-service requests for urgency, safety, location, customer expectations, required skills, parts, vehicle availability, and travel charges.
- Schedule and dispatch onsite staff or technicians; prepare work orders, customer authorization, parts, tools, and service-call details.
- Maintain service vehicle schedules, mileage, fuel, inspection logs, maintenance needs, and issue reporting.
- Confirm onsite-call completion, customer sign-off, technician notes, photos, billing, and follow-up requirements.
- Coordinate sublet or external-service support when required.

Administrative and operational support

- Maintain the daily department dashboard: appointments, work in progress, technician capacity, onsite calls, aging units, customer updates, completed work, and unbilled repair orders.
- Coordinate staff schedules, meeting notes, training records, vacation tracking, and operational communications.
- Support warranty and insurance administration by ensuring required documentation, photos, estimates, approvals, and customer communication are complete.
- Coordinate sublet bookings, vendor updates, repair documentation, and invoice reconciliation.
- Support facility readiness, wash-bay standards, service-vehicle safety, shop organization, and incident reporting.
- Prepare weekly operational summaries for the General Manager or Delegate

Decision Authority The Service Manager may:

- Set daily workflow priorities and customer-contact expectations.
- Reassign advisor coverage and coordinate onsite-service scheduling.
- Approve routine customer communication, appointment changes, and repair sequencing.
- Resolve service-recovery issues within established departmental limits.
- Escalate urgent safety, customer, staffing, and workflow issues immediately.





The General Manager or Delegate retains final authority for:
- Hiring, termination, formal discipline, payroll approval, and compensation decisions.
- Major customer concessions, goodwill, write-offs, legal matters, insurer disputes, and OEM warranty denials.
- Department budgets, vendor agreements, capital expenditures, and major operational changes.

Essential Skills & Qualifications:

- The ability to be a collegial and collaborative teammate with all dealership departments and peers in other dealerships.
- Prior mechanical knowledge or repair experience.
- Excellent English communication skills. French communication skills are an asset.
- Problem solving and listening skills.
- Patient disposition to resolve conflicts.
- Attention to detail.
- Knowledgeable in computer applications such as Microsoft Word, Excel, and Outlook.
- Knowledgeable in industry-specific software.
- Basic accounting skills and knowledge of electronic payment systems.
- Ability to lift up to 50 lbs.

As a dynamic and creative company, we emphasize performance, continuous improvement, and cultivating growth from within. We are committed to providing motivated professionals with opportunities for development and advancement as part of our exciting journey. __________________________________________________________________________________________________________________________________________________

Our hiring process uses third party websites (such as Indeed) and technologies that utilize artificial intelligence (AI) to assist with talent sourcing and the resume screening process, helping us to filter and evaluate a large number of applications efficiently. AI tools are used to assist with creation, to analyze resumes for relevant skills and qualifications against the job requirements, and to create personalized message templates for candidate communication.

A human recruiter/manager is always responsible for conducting interviews and for the final selection. Please be aware that AI may analyze your application based on its programming and a complete disclosure of AI use in this process will be provided as required by law.

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All qualified individuals will receive consideration for employment without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, disability, genetic information, or any other criteria protected by governing law.

We would like to thank all applicants for applying; however, only those applicants selected for an interview will be contacted. Applications received may be referenced for future staffing requirements.

📌 Service Manager, Pirate Cove Marina (Kemptville)
🏢 Pirate Cove Marina
📍 Kemptville