JOB DESCRIPTION: SERVICE MANAGER
Reports to: Station Manager
Location: Mirabel, Quebec
Employment Status: Permanent, Full-Time
Compensation: Competitive Salary (Exempt from Overtime)
Position Summary
The Service Manager is responsible for the supervision, leadership, and operational performance of CanaDream’s Service Department. This is a hybrid role that balances approximately 50% leadership and administrative responsibilities with 50% hands-on operational support, depending on seasonal demands and operational priorities.
During peak periods—including high-volume pickup days, urgent repairs, or operational backlogs—the Service Manager is expected to actively support the team in the shop to ensure deadlines are met, service flow is maintained, and workload is distributed effectively across the team.
This hands-on leadership role ensures high-quality service delivery, guest and customer satisfaction, and the effective management of staff, resources, and inventory. The Service Manager is also responsible for addressing customer and guest inquiries in a professional manner and driving improvements in revenue, technical productivity, and quality assurance. The role includes oversight of subcontracted repairs, warranty work, and recalls, ensuring these are managed efficiently and to company standards.
Key Competencies
Leadership & Team Effectiveness
- Teamwork and Leadership
- Staff Management
- Coaching and Mentoring
- Conflict Resolution and Negotiation
Customer & Communication Focus
- Guest/Customer Focus
- Strong Communication Skills (verbal and written)
- Planning and Organizing
Operational & Organizational Excellence
- Resource and Time Management
- Quality Orientation
- Adaptability and Flexibility
Decision-Making & Problem Solving
- Problem Solving
- Decision Making and Sound Judgment
Professionalism & Accountability
- Accountability and Dependability
- Ethics and Integrity
Company Overview
CanaDream is one of Canada's leading RV rental and sales companies. We offer a wide range of RVs, including camperized vans, motorhomes, and truck campers, for both rental and purchase. With seven locations across Canada, including Calgary and Edmonton (Alberta), Vancouver (British Columbia), Whitehorse (Yukon), Toronto (Ontario), Montreal (Quebec) and Halifax (Nova Scotia), we provide our guests with the opportunity to explore Canada at their own pace. Enjoy the very best Canadian hospitality from our incredible Crew, who service, prepare, and deliver a wow factor for every rental and purchase. Our mission is to deliver a first-class RV vacation experience, and we pride ourselves on our exceptional customer service and high-quality vehicles. For more than 30 years, we’ve evolved with our industry—ensuring outstanding experiences for our guests and a collaborative, inclusive culture for our crew.
Hands-On Responsibilities (Operational / Technical)
- Perform RV repairs, diagnostics, and refurbishing to a high standard
- Apply troubleshooting techniques and determine appropriate repair procedures on RVs
- Provide direct support in the shop during peak demand periods (repairs, unit turnaround, fleet readiness)
- Perform warranty repairs as required
- Maintain shop cleanliness and safety standards
- Ensure completion of maintenance and repair work within quality standards, timelines, and budget
Leadership Responsibilities (Team, Performance & Culture)
- Oversee and manage all Service Department operations and scheduling
- Supervise, coach, and mentor service staff; conduct performance reviews
- Hire, train, and manage technicians, apprentices, and support staff
- Provide ongoing training and development for shop and parts personnel
- Communicate regularly with staff through meetings and toolbox talks
- Address customer and guest inquiries and complaints professionally
- Manage quality assurance and maintain high service standards
- Monitor departmental performance and take corrective action as needed
- Ensure compliance with company policies, safety standards, and cost controls
- Delegate tasks effectively and support succession planning
- Demonstrate a collaborative, hands-on leadership approach by working alongside the team and building trust through active participation in daily operations.
- Oversee and actively manage all Service Department operations, including technician scheduling, workload prioritization, and resource allocation to ensure rental readiness and sales commitments are consistently met
- Evaluate and determine when work should be completed in-house versus outsourced, based on cost, urgency, and internal capability
Administrative & Coordination Responsibilities
- Complete and review work orders, invoices, and purchase orders (POs)
- Coordinate external vendor appointments and service scheduling
- Follow up on vehicle preparation, sales-related repairs, and post-sale service needs
- Support communication between sales, service, and operations teams
- Participate in Tech Talk sessions and relay key information to the team
- Maintain accurate documentation, service records, and lot maps
- Manage stock availability, inventory control, and annual inventory counts
- Manage parts procurement and ensure availability to support operational needs
- Monitor financial performance to meet or exceed budget targets
- Order parts and supplies using inventory management systems
- Perform other related duties as required to support business operations
Qualifications & Experience
- Post-secondary diploma or degree in a mechanical/technical field and/or business administration preferred.
- RV certification is a strong asset.
- Bilingual (English & French) preferred
- Minimum 2 years’ management experience in a technical/service environment.
- Proven leadership skills with a focus on operations and business processes.
- Strong mechanical and RV repair knowledge.
- Experience with routine maintenance operations and inventory control.
- High attention to detail, accuracy, and organizational skills.
- High level of integrity, confidentiality, and accountability.
- Excellent interpersonal and communication skills (verbal and written).
- Ability to work well under pressure and in a diverse environment.
- Computer literacy required.
Working Conditions
- 24/7 availability may be required.
- Use of safety equipment (e.g., steel-toed boots, safety glasses) is mandatory.
- Physically demanding work: repetitive tasks, bending, crouching, kneeling, standing for extended periods.
- Occasional outdoor work in inclement weather.
- Exposure to high noise levels and trade-related hazards.
Disclaimer
This job description is only a summary of the typical functions of this job and is not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. There may be responsibilities, tasks, and duties of the jobholder that might differ from those outlined in this job description.
Acknowledgment
I have read and understand the requirements of this position. I acknowledge that I may be required to perform additional tasks within my ability as reasonably requested by my manager, consistent with the nature of my employment. I agree to consult with my manager or supervisor If I have any questions about the key accountabilities and major activities expected of me.
I will carry out the responsibilities of this position to the best of my ability and understand that I must meet the required performance standards and targets. I accept the responsibilities outlined above.
I understand that the position description for my role is subject to change based on emerging priorities and organizational or departmental needs and will be updated accordingly.
CanaDream is committed to fair and equitable hiring practices. We value the unique merit of every applicant and strictly comply with all applicable provincial legislation. Equal opportunity employment is a cornerstone of our process. Please note that candidates must be legally authorized to work in Canada.
