Service Manager

SMS Equipment is looking for a dynamic Service Manager to lead our Mechanical Services, Welding, and Field Services Support operations. In this role, you will oversee a team of skilled tradespeople responsible for the installation, maintenance, repair, and fabrication of mining equipment and components. With a focus on strategic planning and operational excellence, you will drive results, optimize performance, and enhance the customer experience. Leading a team of 150+ employees, you will manage both short- and long-term initiatives to support business objectives and maintain our commitment to exceptional service.

This role is base out of our Elkford, BC branch.

The salary for this position ranges from $135,000 to $145,000, plus incentive plan

Responsibilities include but are not limited to:

• Service Operations: Oversee all aspects of service operations, including Welding, Field Services Support, and Mechanical Services. Ensure a safe work environment by enforcing policies and participating in site-specific safety programs. Manage employee training, including tracking certifications such as WHMIS and supervisory training. Prepare estimates and quotes for major assignments. Support accounts receivable by following up on overdue invoices (90+ days) and resolving customer issues. Maintain and optimize the Service Work Order and Information System for efficient operations. Administer warranty policies to maximize cost recovery and minimize financial risk. Investigate and analyze product deficiencies, compiling reports to track unresolved issues, corrective actions, and financial risks.
  
  
• Service Planning & Performance: Work with the Operations Manager and Branch management to develop and adjust scheduling plans that optimize workload, support business goals, and improve productivity. Identify and refine service processes to enhance efficiency and cost-effectiveness. Coordinate with Branch management to maintain machine life-cycle service programs that strengthen market position and generate long-term revenue. Monitor performance and productivity, making adjustments as needed. Provide leadership in developing, maintaining, and improving the Division's Quality Management System.
  
  
• Customer Relations & Service Support: Build and maintain strong relationships with customers, ensuring the service function meets or exceeds their needs. Regularly meet with management to review service quality and address any issues, including monthly and weekly availability meetings. Resolve product service and warranty issues promptly and effectively, coordinating with manufacturers or suppliers when necessary. Ensure machines meet productivity, reliability, and cost targets for end-users. Provide training and orientation for customer employees on safety, procedures, and emergency response protocols.
  
  
• Team Leadership & Supervision: Lead a team of service professionals, ensuring alignment with objectives and maximizing both internal and external customer experience. Communicate goals, measure results, and coach individuals and teams to drive continuous improvement. Supervise and train employees, including organizing, prioritizing, and scheduling work assignments.
  
  
• Relationship Development & Public Relations: Seek opportunities to build relationships with end-users of the company's products and services. Participate in mining-related events and engage in public relations efforts to strengthen customer relationships for business growth.

Qualifications:

The ideal candidate will have a post-secondary education with a minimum of 5 years management experience within the heavy equipment industry. A combination of education and experience may be considered. Additional qualifications include:

• Over 5 years of progressive leadership experience, including supervising, training, and developing employees, while effectively organizing, prioritizing, and scheduling work assignments to drive performance.
• Previous experience in parts distribution and inventory management.
• Previous expertise in mechanical repairs, maintenance, and industry best practices.
• Previous experience assessing and optimizing operations, refining procedures, developing policies, and implementing effective strategies for improvement.
• Experienced in developing, implementing, and enforcing safety programs.
• Experience in interpreting contract documents, specifications, and ensuring compliance.
• Strong organizational and planning skills, with the ability to prioritize resources, meet deadlines, and drive project completion.
• Strong financial acumen, with the ability to analyze and interpret financial data, manage budgets, ensure compliance, and oversee cost estimating and fiscal management.
• Ability to communicate effectively, both orally and in writing, with a wide variety of individuals and groups
• Working knowledge of labour relations and personnel management.
• Versatile team player with the ability to work independently or collaboratively.
• Committed to delivering high customer service standards and fostering client relationships.
• Skilled in coordinating and overseeing quality assurance programs.
• Proficient in establishing and maintaining efficient recordkeeping systems and procedures.
• Ability to develop, plan, and implement short- and long-range goals.
• Technically adept in using personal computers, including proficiency with the NDS system and related software applications.
• Effective interpersonal skills, including tact and diplomacy with a variety of individuals and groups.

As part of our recruitment process you may be required to complete the following:

• Reference Check
• Drug and Alcohol Check
  
  

Why Join Us?

At SMS Equipment, we believe in fostering a work environment that values innovation, collaboration, and career growth. When you join our team, you'll benefit from:

• Safety-Centered Culture: We prioritize employee safety above all else.
• Career Growth Opportunities: Training and development programs to help you advance in your career.
• Competitive Compensation & Benefits: We offer a strong salary, benefits package, and retirement savings plans.
• Industry Leadership: Work with an industry leader in heavy equipment solutions.
• Collaborative Work Environment: Join a team that values teamwork, respect, and continuous improvement.

At SMS Equipment, safety is one of our 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.

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, however only those selected for interview will be contacted.

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.