Service Manager jobs in Kitchener, ON

We are seeking an experienced Service Manager to lead and strengthen our service operations as we continue to grow. This role will oversee shop and field service, parts, warranty and equipment maintenance, ensuring our rental fleet and customer equipment remain safe, reliable and ready for work.

The successful candidate will bring strong operational leadership, developing people, processes and systems while driving consistency, accountability and continuous improvement across the department. This includes strengthening preventive maintenance, implementing effective SOPs, improving technology and workflows, and building team capabilities through coaching and training.

The ideal candidate understands equipment service operations and is a confident leader who can make sound decisions, develop a high-performing team and maintain high standards of safety, service and performance. A mechanical background is not required, but a strong understanding of how a service department operates is essential.

Key Responsibilities

• Lead the service department, including shop and field service, parts and warranty support.
• Oversee shop workflow, technician scheduling, work orders, preventive maintenance, inspections, repairs and equipment preparation.
• Partner with Operations and Sales to prioritize equipment based on rental demand, customer commitments and business needs.
• Monitor equipment availability, downtime, technician productivity, repair turnaround, repeat failures and overall service performance.
• Establish and maintain consistent service processes, SOPs and standards that improve efficiency, accountability and quality.
• Develop training and development plans for the service team, including opportunities to establish and grow an apprenticeship program.
• Build a team-first culture based on safety, respect, coaching, accountability and continuous development.
• Oversee parts management, including inventory, procurement, availability, stock control and cost management.
• Manage the warranty process, including registrations, claims, documentation, manufacturer communication and recovery.
• Monitor labour, parts, outsourced repairs, warranty recovery and other service-related costs.
• Coordinate vendor repairs, mobile service and outsourced work when internal capacity or capabilities are unavailable.
• Leverage and improve digital tools and systems to support work orders, reporting, service tracking and team productivity, and help train the team on their effective use.
• Maintain accurate service histories, inspection records, work orders, maintenance documentation and equipment status information.
• Ensure service operations, equipment, tools and work practices meet company safety standards and applicable regulatory requirements.
• Investigate equipment failures, repeat repairs and customer service concerns and implement corrective actions.
• Identify opportunities to improve service operations and independently develop and implement solutions.
• Coordinate communication between Service, Operations, Sales, manufacturers, suppliers, vendors and customers.

• 5+ years of experience in service management, shop management, fleet maintenance or a related equipment service environment.
• Previous experience leading a structured shop or service operation, including responsibility for technicians, workflow and service performance.
• Equipment industry experience strongly preferred, particularly construction, agricultural, heavy equipment or equipment rental. Experience with John Deere, Kubota or similar equipment is an asset.
• Automotive service management experience may be considered where there is strong transferable service leadership experience.
• Strong understanding of equipment maintenance, repair processes, preventive maintenance and equipment readiness. A mechanical trade background is not required.
• Experience with warranty processes, parts management and service-related cost control.
• Demonstrated ability to coach, develop and motivate a team while maintaining clear expectations and accountability.
• Ability to create training and development plans and support the growth of technicians and apprentices.
• Strong commitment to safety and safe work practices.
• Comfortable using, implementing and improving digital tools and systems.
• Strong process orientation with the ability to develop SOPs, create structure and improve consistency.
• Comfortable working through ambiguity, identifying opportunities and taking initiative to implement solutions.
• Strong problem-solving, planning and prioritization skills.
• Excellent communication and collaboration skills with a team-first approach.
• Valid driver's licence with an acceptable driving record.
• Proficiency with Microsoft Office and service, work order, fleet or equipment management systems.
• Willingness to support urgent service or equipment needs outside regular hours when required.

• Dental care
• Extended health care
• Vision care
• Employee & Family Assistance Program (EFAP)
• Virtual Urgent Care

Accommodations

National Rent-All Inc. is committed to providing an accessible and supportive recruitment experience for persons with disabilities. If you require accommodations at any stage of the recruitment process, please notify us in advance at nationalhr@nationalrentall.com

AI Usage

As part of our hiring process, we use AI-powered tools to assist in screening resumes. These technologies help us efficiently identify candidates whose qualifications align with the role, ensuring a fair and consistent evaluation process. By clicking "Apply," you acknowledge and consent to the use of AI in our recruitment workflow.