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Service Department Lead - Stockford Reefer Services Inc.

Salary: Based on experience and qualifications, plus annual performance-based bonus

About Stockford Reefer Services

Stockford Reefer Services Inc. (SRS) is a family-owned and operated company that has proudly served the transportation industry since 1997.

Located at the Crossroads of Atlantic Canada in Woodstock, NB, we specialize in transport refrigeration and trailer repair. Our three-bay shop and three service trucks support customers from the Quebec border to St. Andrews, NB.

We have built our reputation by providing reliable repairs, responsive service, and treating our customers the way we’d want to be treated.

We are looking for a motivated individual to lead our Service Department and help us continue to build on that reputation.

About the Role

The right candidate will play a key role in the day-to-day operation of our service department, working closely with ourCustomers, Technicians, Shop Foreman and Management team.

This is a hands-on leadership position for someone who enjoys working with people, solving problems, staying organized, and making sure the job gets done right.

The ideal candidate understands that a successful service department requires more than technical expertise. It requires good communication, strong customer relationships, organization, teamwork, and follow-through.

Key Responsibilities

Service Department Leadership

• Coordinate and prioritize the daily workflow for our technicians.
• Work with the Shop Foreman to schedule and plan jobs efficiently.
• Ensure technicians have clear work orders and the information they need to complete jobs effectively.
• Monitor jobs from start to finish and help keep work moving.
• Work with the Parts Manager to ensure parts and materials are available when required.
• Identify opportunities to improve workflow, efficiency, and customer service.
• Support a positive, respectful, and accountable team environment.

Customer Service & Communication

• Serve as the primary point of contact for service customers.
• Develop and maintain strong, long-term customer relationships.
• Respond to customer inquiries by phone, email, and in person.
• Communicate clearly with customers about repair requirements, recommendations, estimates, timelines, and changes to the original scope of work.
• Keep customers informed throughout the repair process.
• Address customer concerns professionally and work toward positive solutions.

Service Writing & Administration

• Prepare accurate work orders based on customer requests and equipment needs.
• Review technician work orders and inspection reports to ensure all required information is available.
• Prepare estimates in conjunction with the Parts Manager.
• Ensure completed repair work is accurately and promptly invoiced.
• Follow customer-specific requirements for purchase orders, invoicing, and documentation.
• Explain invoices, repair procedures, and charges to customers when required.
• Maintain accurate records of completed service work.

What We’re Looking For

We’re looking for an experienced service professional who is ready to take on a leadership role.

The right candidate will:

• Have experience working in transportation, refrigeration, automotive, or similar service environments.
• Have strong customer service and communication skills.
• Be organized and able to manage multiple priorities in a busy environment.
• Be comfortable communicating with both customers and technicians.
• Understand the importance of accurate work orders, estimates, and invoicing.
• Be confident making decisions and taking ownership of problems.
• Have a practical, solutions-oriented approach.
• Take pride in doing quality work and following through on commitments.
• Be comfortable working as part of a team while also being able to work independently.
• Have a genuine interest in improving processes and finding better ways to serve our customers.

Previous leadership or service management experience is an asset. However, we’re also open to an experienced service advisor, technician, foreman, or other industry professional who has the communication skills, judgment, and leadership qualities to step into this role.

What We Offer

• Competitive salary, based on experience and qualifications
• Annual performance-based bonus
• Extended health care
• Dental care
• Vision care
• Life insurance
• Disability insurance
• RRSP matching
• Employee Assistance Program
• Wellness program
• Paid vacation and personal time
• Company events
• Casual dress
• Work boots provided
• Company clothing

Why Join SRS?

At SRS, you’ll be joining a family-owned business with a long-standing, trusted reputation in the transportation industry.

This isn’t a position where you’ll simply be managing paperwork and passing information along. You’ll have an important role in leading our service operation, supporting our technicians, building customer relationships, and helping shape how we do business.

You’ll work closely with ownership and have the opportunity to bring your ideas forward and make improvements that have a direct impact on our customers and our team.

If you’re an experienced service professional who enjoys people, problem-solving, organization, and taking pride in a job well done, we’d like to hear from you!

Job Types: Full-time, Permanent

Experience:

• Customer Service: 2 years (preferred)

Work Location: In person