A Service Supervisor/Shop Foreman manages daily service operations, leading a team to deliver high-quality, efficient service while ensuring customer satisfaction. Key duties include mentoring staff, resolving escalated customer complaints, optimizing processes, monitoring performance metrics, and maintaining safety standards. They act as the primary link between staff and management to improve service quality.

In this role, you will make an impact in the following ways:

- Supervise and coordinate Service Technicians and Team Leaders to ensure efficient work schedules.
- Communicate repair plans clearly to Technicians, aligning them with customer quotes.
- Monitor productivity and quality of repairs, providing coaching and feedback for continuous improvement.
- Support Technicians with first-level assistance and escalate technical issues when necessary.
- Manage service logistics to ensure safety, quality, and efficiency in operations.
- Review and develop quotes for accuracy, keeping customers informed of repair status and changes.
- Participate in continuous improvement by refining processes to meet evolving customer and organizational goals.
- Maintain customer satisfaction by addressing repair issues promptly and resolving warranty concerns effectively.

Key Responsibilities:

- Greet customers promptly, ensuring a friendly and professional first impression.
- Communicate with customers to identify repair needs, prepare accurate estimates, and obtain required approvals.
- Open, update, and close work orders with proper documentation of labor, parts, and authorizations.
- Coordinate with technicians and warranty staff to ensure accurate information, scheduling, and manufacturer authorizations.
- Keep customers informed on repair progress, timelines, and any changes in costs or work required.




- Review completed repair orders and invoices for accuracy, and review details with the customer at pick-up.
- Support a safe, organized service department by following processes, maintaining security of vehicles and keys, and escalating issues when needed.
- Assisting Service clients with booking appointments
- Sets up service work orders on new and owned units
- Screen all calls for the service department, and deal with customers in professional and courteous manner
- Provide information to callers accurately
- Enter work order requests into computer
- Work with technicians to ensure accurate communication of work orders
- Deals with customers for dealership options, and PDI
- Complete work order once service is complete
- Monitor time clocks for all staff
- Manage customers" expectations of when their vehicle will be ready.
- Act as a liaison between customers and Service Centre employees.
- Ensure compliance with Health and Safety regulations.
- Offer professional and knowledgeable advice to build customer trust and loyalty.
- Listen actively to identify customer's concerns and problems with regards to repair and maintenance of their vehicle.
- Directs work: Providing direction, delegating, and removing obstacles to get work done.
- Ensures accountability: Holding self and others accountable to meet commitments.
- Manages conflict: Handling conflict situations effectively, with a minimum of noise.




- Diagnostics Application: Translating customer complaints to develop troubleshooting plans and using specialized tools to ensure successful repairs.

Core Competencies:

- Exceptional Communication Skills: The ability to clearly communicate with customers and team members.
- Collaborative Team Player: Work well with others to achieve collective goals.
- Strong Organizational Skills: Ability to prioritize and keep everything running smoothly.
- Multitasking Master: Keep multiple tasks on track while maintaining a high standard of service.
- Customer-First Mindset: A genuine passion for helping customers and delivering exceptional service
- Leadership & Management: Supervising service technicians or representatives, scheduling staff, and conducting performance evaluations.
- Customer Experience: Handling escalated complaints, ensuring prompt issue resolution, and developing strategies to enhance customer satisfaction and loyalty.
- Operational Efficiency: Monitoring service quality, reviewing quotes or repairs, and implementing process improvements.
- Training & Coaching: Mentoring team members to improve productivity and providing necessary training.
- Compliance & Safety: Ensuring adherence to company policies, health and safety regulations, and industry standards.
- Leadership: Robust ability to lead, motivate, and mentor a team.
- Communication: Excellent verbal and written skills for handling customers and staff.
- Problem-Solving: Ability to resolve complex customer issues efficiently.
- Technical/Industry Knowledge: Familiarity with specific service industry tools, software (CRM), or technical skills.
- Any other duties as directed by the Director of Operations.

Work Location: In person

📌 Service Supervisor/Shop Foreman (Leduc)
🏢 Western RV Country
📍 Leduc