Service Manager

We are looking for a talented Service Manager to join our team and lead the service department in Kamloops, BC.

Manages service operations, workshop or field, that provide retail or distributor product or application services. Manages department personnel along with the departmental budget.

In this role, you will make an impact in the following ways:

• Manage operations to ensure smooth functioning and resolve complex business problems.

• Provide constructive feedback and development opportunities to enhance employee growth.

• Lead continuous improvement by refining processes to meet evolving customer and organizational goals.

• Review key performance indicators regularly to address issues and seize opportunities.

• Ensure work volume and quality meet company standards and achieve customer satisfaction.

• Identify trends and initiate changes to meet goals while maintaining uninterrupted service levels.

• Build positive relationships with key customers to foster professional connections.

• Set and measure goals for service operations to maintain high customer satisfaction levels.

To be successful in this role you will need the following:

• Safety Focus : Understanding of safety programs, incident investigation methodologies, and employee engagement

• Financial acumen : Make informed business decisions by interpreting key financial indicators.

• Action oriented : Tackle new opportunities and challenges with urgency, energy, and enthusiasm.

• Communicates effectively : Deliver clear, multi-mode communications tailored to different audiences.

• Customer focus : Build strong relationships and deliver customer-centric solutions.

• Develops talent : Help employees achieve their career and organizational goals.

• Ensures accountability : Hold yourself and others accountable to meet commitments.

• Instills trust : Gain confidence and trust through honesty, integrity, and authenticity.

• Manages conflict : Handle conflict situations effectively and with minimal disruption. Education, Licenses, Certifications: College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required. This position may require licensing for compliance with export controls or sanctions regulations. Experience: Significant level of relevant technical experience, including supervisory experience, required.

Additional Responsibilities to this role:

• Drive Revenue Growth-Identify and pursue new service opportunities across all segments (truck, power generation, industrial).

• Build and maintain a proactive pipeline of service work, including quoting, followups, and customer reengagement.

• Strengthening Customer Relationships-Act as the primary point of contact for key accounts, ensuring responsiveness and consistent communication.

• Conduct regular customer visits to understand needs, identify gaps competitors are leaving open, and position Cummins as the preferred provider.

• Resolve escalations quickly and professionally to protect customer loyalty and retention.

• Market Development & Competitive PositioningMonitor regional market trends, competitor activity, and emerging customer demands.

• Financial Performance & Margin Improvement-Own service department financial performance, including revenue, margin, recovery, and burden management.

• Analyze job costing, technician efficiency, and quoting accuracy to identify improvement opportunities.

• Operational Excellence-Ensure consistent execution of service processes, scheduling, and workflow to maximize throughput.

• Partner with supervisors to maintain high technician productivity and reduce nonbillable time.

• Leadership & Team Development-Coach supervisors and frontline leaders to build a highperforming, customerfocused service culture.

• CrossFunctional Collaboration-Work closely with parts, operations, and branch leadership to align on growth priorities.

COMPENSATION AND BENEFITS

Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our Company Pension Plan, Medical/Dental/Life Insurance, and a full complement of personal and professional benefits.

At Cummins, we are committed to the principles of diversity and employment equity under the Employment Equity Act, and we strive to ensure that our workforce reflects the diverse nature of Canadian society.

Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.

The successful candidate will be subject to our Pre-Employment Background Screening process which consists of a Criminal Background Check including testing for Alcohol and drugs.

Min Salary C$105600

Max Salary C$158400

Business Justification Backfill

100% On-Site Yes

Due to the operational nature and specific job duties of this role, work is required to be completed 100% in person/On-site.