Service Manager

Company: Martin Motor Sports

Location: Edmonton West

Position: Service Manager

 Lead the Service Experience. Drive Performance. Build Loyalty.

We’re looking for a Service Manager who is passionate about delivering a premium client experience while leading a high‑performing Service Department. This hands‑on role is ideal for a leader focused on process improvement, team development, and operational excellence. You’ll oversee daily service operations, develop Service Advisors and Technicians, and ensure an exceptional end‑to‑end service journey aligned with our premium brand.

 The Company:

Martin Motor Sports is a dealership built around a passion for adventure—on the water and on the trails. We are Western Canada’s top destinations for marine and powersports enthusiasts, offering everything from boat and watercraft sales to off‑road vehicles, service, accessories, and more. Whether it’s hitting the lake or exploring the backcountry, we carry premium products for every lifestyle. Our team is dedicated to delivering exceptional experiences, from first visit to long-term ownership

 What You’ll Be Responsible For

Service Leadership & Client Experience

• Own the full client service journey—from intake through repair completion and follow‑up—ensuring a consistently high-quality experience
• Act as an escalation point for complex client concerns, using strong negotiation and conflict-resolution skills to achieve positive outcomes
• Ensure proactive, timely communication with clients, including bi‑weekly updates on work order status

Operational Excellence

• Lead and optimize Service Department processes to maximize efficiency, turnaround time, and return on investment
• Monitor work order flow, repair progress, and closure timelines to ensure work is completed accurately and on schedule
• Review work orders and invoices for completeness, accuracy, and clarity before client pickup
• Partner closely with Parts and Technicians to ensure seamless coordination and execution

Performance & Metrics

• Drive Service Department performance metrics, including:
  • Work-in-Process / Labour Sales ratio targets
  • Work Order closing timelines
  • Continuous improvement against branch and national benchmarks
• Review work-in-process regularly and aggressively close open work orders prior to month end
• Use internal reports to identify trends, opportunities, and areas for improvement

Team Leadership & Development

• Coach, mentor, and support Service Advisors and Technicians to deliver premium service and strong results
• Set clear expectations, provide regular feedback, and foster a culture of accountability and continuous improvement
• Champion safety, cleanliness, and organization within the Service Department

What You Bring

• Proven experience in a dealership or similar service-driven environment (service, parts, warranty, or repair)
• Strong understanding of service department operations and financial principles
• Demonstrated leadership capability with the ability to motivate and develop teams
• Exceptional communication skills—verbal, written, and client-facing
• High level of organization, attention to detail, and follow-through
• Comfort analyzing reports and managing performance metrics
• Mechanical aptitude and motorsport knowledge are assets (not required)

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