Dilawri Group of Companies is seeking an experienced ServiceManager 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. 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. 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; 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.



Operate and oversee automated control systems within the service department. Support front‑line staff and cashiers when addressing customer concerns. Maintain accurate warranty records and parts retention in accordance with policy. Support vehicle delivery requirements in accordance with program standards. Collaborate with the Sales Department to support new and used vehicle operations. 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. Robust 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. 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. In addition to working with and learning from a team ofleading professionals in the automotive industry, our benefits include: Job‑specific coaching & training programs

📌 Service Manager (Canada)
🏢 Dilawri Group of Companies
📍 Canada