Service Manager – Job Description

Position Title: Service Manager
Department: Service and Parts
Reports To: Owner
Location: 4440 S Service RdBurlington, ON L7L 5R8
Classification: Full-time

Position Summary

The Service Manager is responsible for leading the Service Department’s daily operations, with a focus on technician dispatch, staff management, fleet maintenance scheduling, and customer satisfaction. This role ensures operational excellence, maximizes asset uptime, and drives continuous improvement in service standards, aligning with CanLift’s commitment to safety, efficiency, and customer-first service delivery.

Key Responsibilities. Technician Dispatch

- Manage incoming service calls from customers for both rental and customer-owned units.
- Dispatch service technicians efficiently and confirm the completion of dispatched jobs.
- Follow up on outstanding service issues or unresolved calls.
- Coordinate service exchanges with the Rental Manager as needed and ensure that parts are ordered and logged properly.

2. Staff Management

- Oversee Road/Shop Technician and Parts & Service Coordinators.
- Approve working hours, vacation requests, and conduct annual performance reviews.
- Address performance concerns by issuing corrective actions when necessary.
- Maintain up-to-date training records and ensure technicians are compliant with manufacturer training requirements.
- Promote a safe work environment and uphold company policies as outlined in the CanLift Employee Handbook.

3. Fleet Management

- Schedule and prioritize repairs for all fleet units, including rental, sales, customer,



and hard down units.
- Report and track unit status (e.g., issues, part orders, downtime).
- Implement systems and reporting tools that reduce asset downtime and improve preventive maintenance.
- Collaborate with other departments to align fleet readiness with operational demands.

4. Customer Service

- Maintain high levels of customer satisfaction to support repeat business and long-term profitability.
- Identify and resolve service-related issues that impact customer experience such as turnaround time, service availability, and cost efficiency.
- Train and guide service staff to ensure consistent, high-quality service delivery and alignment with customer expectations.
- Champion a customer-centric culture within the service team.

Required Skills and Qualifications

- Proven experience in service or operations management, preferably in equipment rental or industrial services.
- Robust leadership and team management capabilities.
- Excellent communication and customer service skills.
- Proficiency in scheduling systems and service reporting tools.
- Commitment to safety and compliance with workplace policies and manufacturer standards.

Performance Indicators

- Technician productivity and job completion rate
- Fleet uptime and downtime metrics
- Customer satisfaction scores and repeat service rates
- Compliance with training, safety, and documentation requirements

Job Type: Full-time

Pay: $90,000.00-$110,000.00 per year

Benefits:

- Dental care
- Extended health care
- On-site parking
- Paid time off
- RRSP match

Work Location: In person

📌 Service Manager (Burlington)
🏢 Canlift Equipment
📍 Burlington