Service Manager

Ville-Marie Kia, a Kia dealership in Montreal, is seeking an experienced and customer-oriented Service Director to lead our after-sales service and ensure an exceptional customer experience throughout the journey.

Job description You will be responsible for steering all after-sales service activities, optimizing operational and financial performance, and ensuring compliance with Kia standards. You will lead a team consisting of technicians, service advisors, and reception staff, and you will work closely with the Sales and Parts departments to deliver an integrated, high-quality customer experience.

Responsibilities

• Lead, motivate, and develop the service team: recruitment, training, evaluations, and resource planning.
• Ensure efficient operations: scheduling, workflows, appointment scheduling, and deadline tracking.
• Drive the customer experience: satisfaction, escalation resolution, handling returns, and maintaining impeccable service.
• Ensure service profitability: budget management, tracking key performance indicators (KPIs) (service revenue, margin, cost per intervention, productivity) and optimization of inventory and parts.
• Oversee warranty processes and authorized repairs in compliance with Kia standards.
• Collaborate with the Sales and Parts departments to maximize cross-selling opportunities and optimize the customer journey.
• Implement continuous improvement initiatives and process optimization (quality, safety, operational efficiency).
• Ensure compliance with safety standards, quality of work, and the professional image of the service.
• Ensure ongoing development and training of the team's technical and interpersonal skills.
• Contribute to a positive team culture, focused on innovation, performance, and customer satisfaction.

Profile sought

• Minimum of 3 years of experience in a service leadership role, ideally in the automotive sector or after-sales service.
• Excellent leadership, communication, and team management skills; results and customer service orientation.
• Strong knowledge of workshop processes, warranty tracking, and performance indicators (KPIs).
• Analytical mindset, ability to make quick decisions and solve operational issues.
• Ability to work in cross-functional collaboration and lead continuous improvement projects.
• Relevant degree in management or a related field preferred; ongoing training is an asset.
• Bilingual French/English desired, comfortable with computer tools and service management systems.

Benefits and conditions

• Competitive compensation
• Paid vacation days
• Dental insurance and life insurance
• Medical and paramedical expense insurance
• Travel insurance
• Free parking
• Nearby public transit
• Uniform and work boots provided
• No layoffs during slow periods
• Work-life balance
• Company closed on weekends

Join a winning team and contribute to delivering an exceptional customer experience at Ville-Marie Kia, where innovation, performance, and first-class service are at the heart of your daily work.