Western Service Director

2 weeks ago

Langdon Alberta, Canada Manulift Full time $80,000 - $120,000 per year

We are the Canadian leader in telescopic forklifts and are experiencing a significant national expansion. Working at Manulift means joining a team of enthusiasts and seeing that your daily actions have a direct impact on the success of the company. We are known for providing innovative solutions that optimize the productivity and profitability of local businesses.

As the Western Service Director, you will be responsible for the overall leadership, performance, and development of the service operations at your branches. This includes managing a team of service managers, foremans, shop and field mechanics, ensuring high-quality service delivery, driving continuous improvement initiatives, promoting a strong safety culture, and ensuring customer satisfaction. Your leadership will play a critical role in optimizing branch performance, technician productivity, and client experience in the heavy equipment sector.

Main Responsibilities

  • Supervise and support a team of service managers, foreman, shop and mobile mechanics, service advisors, and support staff.
  • Ensure daily service operations run efficiently, with a strong emphasis on timely job completion and technician productivity.
  • Oversee scheduling, workload balancing, resource allocation, and service capacity planning.
  • Collaborate with parts, rental, and sales departments to ensure seamless branch operations.
  • Establish and monitor KPIs related to technician efficiency, turnaround time, first-time fix rate, and service revenue.
  • Implement best practices to improve service processes, reduce waste, and increase profitability.
  • Promote a customer-first culture, ensuring that service excellence and responsiveness remain a top priority.
  • Mentor and develop technical staff through structured onboarding, training, and coaching programs.
  • Partner with HR and technical training resources to build development paths for mechanics and apprentices.
  • Ensure all shop and field activities comply with safety regulations, manufacturer guidelines, and internal policies.
  • Lead incident investigations and implement corrective actions when required.
  • Maintain clear, transparent communication with staff, leadership, and cross-functional departments.
  • Deliver regular updates on branch performance, issues, and opportunities.

Experience And Desired Skills

  • 5+ years of leadership experience in a service management or operations role in the heavy equipment, construction, or industrial sector.
  • Strong mechanical knowledge of heavy machinery and service processes (telehandlers, loaders, aerial lifts, etc.).
  • Proven track record in team management, service operations, and process improvement.
  • Demonstrated commitment to safety, customer satisfaction, and employee development.
  • Excellent organizational, interpersonal, and communication skills.
  • Proficient in-service management systems (ERP, CRM, CMMS, etc.) and performance tracking tools.

*Why Manulift ?*

  • Salary based on your experience.
  • KM allowance, expense account, cell phone, laptop provided.
  • Telemedicine service from day one (Telus Health).
  • Group insurance paid at 75% by the employer, as well as an RRSP and DPSP.
  • Flexible schedules and personal holidays.
  • Participation in team activities, recognition evenings and family days.
  • Amount allocated for physical activity.
  • Generous referral bonus of up to $ 5000 depending on the position.

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