Service Manager

As part of a confidential recruitment process, an automotive sector organization located in Châteauguay, Quebec, is hiring an experienced professional to fill a Service Management position. The role requires a minimum of three years of relevant experience and involves strategic and operational managerial responsibilities.

Main Responsibilities

• Lead and develop the service team, composed of advisors and technicians, to ensure operational excellence and customer satisfaction.
• Develop and monitor the service budget, optimize costs, and ensure a sustained profit margin on service and parts activities.
• Implement and manage key performance indicators (KPIs) such as average handling time, first-time repair rate, customer satisfaction (CSAT), return rate, and workshop efficiency.
• Ensure compliance with safety standards, quality standards, and company policies; ensure adherence to local regulations and automotive industry requirements.
• Foster a culture of customer service excellence, resolve disputes and escalations, and provide personalized and professional service.
• Collaborate with the Sales and Parts departments to optimize parts availability and workflow.
• Develop continuous improvement and training plans for the team.
• Participate in developing the organization-wide service strategy and improving the customer experience.

Profile and Qualifications

• Minimum of 3 years of relevant experience managing a service operation in the automotive sector, ideally in dealership, workshop, or service center.
• Relevant diploma (DEC or equivalent) in management, automotive mechanics, or related field; training in team management and operational management highly preferred.
• Strong leadership, communication, problem-solving, and change management skills.
• Budget management skills, cost control, and financial analysis, with proficiency in common software tools and service management systems.
• Excellent ability to work under pressure, make quick decisions, and instill trust in teams and clients.
• Good bilingual skills (French and technical English) are an asset; in-depth knowledge of the automotive sector is a plus.

Benefits and Conditions

• Competitive salary and benefits package; opportunities for professional development and career progression; regular working hours with some availability based on operational needs; work environment focused on service and continuous improvement.
• Employment within an organization that values initiative, teamwork, and adherence to standards.

Recruitment Process and Confidentiality

• Position announced confidentially; only selected candidates will be contacted; the selection process will be conducted with respect for confidentiality and in compliance with Quebec labor laws.