Customer Service Manager Jobs in Waterloo, ON (NOW HIRING)

Premier Equipment is the largest full-service John Deere dealership in Ontario serving agriculture, lawn care, golf, commercial grounds, and compact construction customers across Ontario. With 20 locations and over 190 skilled technicians, we deliver innovative equipment, expert service, and unmatched support. Since the 1950s, we've grown with a clear purpose: To be the best part of our customer's day by improving their business and lifestyle. Whether it's solving equipment issues or offering new technology, we're here to make their day better-and yours too.

It's an exciting time to join Premier. Come grow with us.

As a Service Manager, you'll lead a team of technicians and coordinators to ensure the smooth and efficient operation of the Service Department. You'll be responsible for scheduling work, reviewing job progress, and making sure every piece of equipment that comes through your doors meets high standards of quality and turnaround. You'll work closely with customers and other departments to deliver a seamless service experience, all while keeping budgets on track, morale high, and safety a top priority. From troubleshooting staffing gaps to solving customer concerns, you'll be the driving force behind a productive, professional, and customer-focused service environment.

• Manage the daily operations of the Service Department to ensure efficiency and profitability.

• Maintain a customer-first environment while promoting teamwork across Service, Parts, and Sales departments.

• Develop and manage service budgets, monitor departmental performance, and drive continuous improvement.

• Assign work to technicians based on skills and experience, ensuring timely completion and quality standards.

• Review and approve work orders for accuracy and completeness, including internal, external, and warranty jobs.

• Oversee and monitor payroll, labor performance, and technician productivity.

• Ensure proper application of all charges to work orders (service accessories, trucking, dyno, service calls, etc.).

• Maintain high Work In Process (WIP) ratios and manage aged WIP to support cash flow and department benchmarks.

• Recruit, train, and retain qualified technicians and staff.

• Monitor customer satisfaction and handle escalated service issues.

• Coordinate equipment logistics including scheduling of pickups, deliveries, and trucking needs.

• Ensure a clean, safe, and organized shop environment in compliance with health and safety standards.

• Partner with Sales to support machine setup, delivery, and customer experience.

• Support the company's strategic initiatives and represent the dealership professionally in all interactions.

• 5+ years of experience in a service environment, with at least 2 years in a leadership or supervisory role.

• Strong leadership and team management skills.

• Excellent customer service and communication skills.

• Experience managing budgets, labor performance, and departmental metrics.

• Familiarity with service scheduling, technician dispatch, and work order management.

• Proficient in Microsoft Office and dealership management software.

• Knowledge of safety and compliance practices in a service shop environment.

• Strong organizational skills with the ability to multitask in a fast-paced setting.

• Rotating weekend availability required.

Preferred

• Experience with John Deere equipment and systems

• Familiarity with agricultural, turf, or construction equipment

• Understanding of mechanical/technical service terms and diagnostics

Education

• High School Diploma or equivalent required

• Post-secondary education in business, operations, or a related technical field preferred

At Premier Equipment, we are committed to fostering an inclusive, accessible work environment, where all employees feel valued, respected and supported. We offer accommodation for applicants with disabilities as part of its recruitment process. If you are contacted to arrange for an interview, please advise us if you require an accommodation.

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At Premier Equipment, we invest in our people and reward their contributions with a competitive and supportive compensation package, including:

• Comprehensive Health & Dental Coverage (includes vision and paramedical services)
• Company-Matched RRSP
• Annual Profit Sharing
• Boot & Tool Allowance
• Apprenticeship Scholarships
• Employee Assistance Program (EAP)
• Company Vehicle (for qualifying positions)