Service Manager at Steve Marshall Group – Campbell River, British Columbia

One of our Steve Marshall Group dealerships in Campbell River is seeking an experienced and driven Service Manager to lead our Fixed Operations team. This is a key leadership role responsible for delivering exceptional customer experience, optimizing shop performance, and building a strong, accountable service culture.

At Steve Marshall Group, we believe great service starts with great leadership. We’re looking for someone who can balance operational excellence with team development — a hands-on leader who understands dealership service operations, drives productivity and profitability, and sets the standard for professionalism and customer care.

If you’re passionate about building high-performing teams, improving processes, and leading a service department to the next level, this is an exciting opportunity to make a meaningful impact within a growing automotive group.

Role Summary:

The Service Manager oversees the daily operations of the dealership’s service department, ensuring efficient workflows, exceptional customer service, and the achievement of department profitability goals. This role involves leading and developing the service team, maintaining high operational standards, and fostering strong customer and employee relationships. The ideal candidate is a dynamic leader who balances business acumen with a customer-first mindset.

Key Responsibilities:

• Lead, mentor, and develop the service department team, including service advisors, technicians, and apprentices.
• Oversee daily operations, ensuring productivity, efficiency, and adherence to dealership and manufacturer standards.
• Monitor and manage service department performance metrics, including CSI (Customer Satisfaction Index), productivity, and profitability.
• Foster a culture of exceptional customer service by ensuring prompt, transparent, and professional communication with clients.
• Collaborate with parts, sales, and administrative teams to ensure seamless dealership operations.
• Ensure accurate and efficient preparation of repair orders, warranty submissions, and invoicing.
• Manage scheduling and workload distribution to maximize technician productivity and minimize downtime.
• Implement training programs and support employee development to enhance skills and career growth.
• Enforce workplace safety policies and maintain a clean, organized, and safe shop environment.
• Handle escalated customer concerns or complaints with professionalism and a solution-focused approach.
• Identify and implement process improvements to drive revenue growth and improve customer experience.
• Perform other duties as required to support dealership operations.

Qualifications & Requirements:

• High school diploma or equivalent required; post-secondary education in business or automotive management is an asset.
• Minimum 3–5 years of experience in an automotive service management or supervisory role.
• Strong technical knowledge of vehicle systems, repairs, and maintenance practices.
• Proven leadership skills with the ability to coach, motivate, and inspire a team.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Proficiency with dealership management software (DMS), scheduling tools, and Microsoft Office Suite.
• Strong business acumen with the ability to analyze financial reports and drive profitability.
• Valid driver’s license with a clean driving record.