Service Manager

Rolls-Royce Motor Cars Québec, a leading luxury car retailer in Mont-Royal, QC, is seeking a Service Manager to lead our service department and maintain the extraordinary standard of care expected by Rolls-Royce customers. This role invites a proactive, customer-focused leader who can elevate our service operations, guide a talented team, and contribute to the ongoing success of our brand in the market.

Key responsibilities:

• Lead and supervise the daily operations of the service department, ensuring exceptional customer experiences from intake to vehicle delivery.
• Manage service advisors and technicians, coordinate scheduling, allocate resources, and optimize workflow to maximize productivity and profitability.
• Oversee vehicle intake, quotes, work orders, parts availability, and warranty processing; ensure accuracy and adherence to brand standards.
• Monitor and improve key performance indicators such as customer satisfaction (CSI/NPS), first-time repair rate, labor and parts profitability, and shop utilization.
• Ensure compliance with safety, quality, and luxury brand standards; maintain a clean, organized, and efficient service shop.
• Build and maintain strong relationships with high-net-worth clients; provide proactive communications, status updates, and issue resolution.
• Recruit, train, and develop service team members; set performance expectations and conduct regular evaluations.
• Collaborate with Parts and Back-Office teams to maintain inventory, pricing, and promotions; drive efficiency and parts availability.
• Prepare and present service department reports to management; identify opportunities for process improvements and cost controls.
• Demonstrate a commitment to continuous learning and professional development aligned with Rolls-Royce standards.

Required qualifications:

• Minimum 1 year of experience in service management or supervision in an automotive service environment; experience with luxury brands is a plus.
• Excellent customer service and communication skills; ability to engage and build trust with demanding clients.
• Proven leadership and team development skills; strong problem-solving and conflict-resolution abilities.
• Proficiency in service management software and good computer literacy; ability to read and interpret repair orders and quotes.
• Bilingual in English and French preferred; ability to communicate effectively with a diverse client base.
• Technical background or hands-on experience in automotive service is advantageous; relevant certifications (ASE or manufacturer training) are a plus.
• Valid driver's license and flexibility to accommodate service hours that may include evenings or weekends as needed.

What we offer:

• Competitive compensation
• Cafeteria
• Dental insurance plan
• Disability insurance
• Employee discounts
• Medical and paramedical insurance
• Medical insurance
• Nearby public transportation
• Travel insurance

Rolls-Royce Motor Cars Québec is committed to fostering an inclusive, performance-oriented culture that recognizes and rewards excellence. If you are ready to lead a world-class service team and contribute to delivering an extraordinary customer experience, we invite you to explore this opportunity.