Service Manager

We are seeking a passionate and customer-oriented Service Director to lead the after-sales department at BMW Sherbrooke - Groupe AutoMax. As the department leader, you will be responsible for ensuring standards of excellence and an impeccable customer experience while maintaining profitability and operational efficiency.

Key Responsibilities

• Lead, motivate, and develop the service team (technicians, advisors, coordination, and administration) to ensure fast, reliable, and highly professional service.
• Define and monitor performance indicators (productivity, turnaround time, customer satisfaction rate, operating margin) and provide regular reporting to management.
• Oversee daily service operations, including customer reception, repair estimates, workshop scheduling, and parts management.
• Manage the service budget, control costs, optimize parts inventory, and establish strong partnerships with suppliers.
• Implement and monitor processes compliant with BMW standards, safety, and quality, while fostering innovation and continuous improvement.
• Work closely with Sales and Finance departments to optimize the customer experience and promote loyalty.
• Develop training and succession plans, ensure professional development of staff, and promote a culture of exceptional service.
• Ensure customer satisfaction throughout the process, from appointment scheduling to vehicle delivery, and handle delicate situations professionally.
• Contribute to long-term service strategy development aligned with the overall objectives of Groupe AutoMax.

Desired Profile

• Minimum of 5 years of experience in after-sales management or in a dealership service management role within the automotive sector.
• Excellent leadership skills and ability to unite a team around common goals; strong customer service sense and results-oriented mindset.
• In-depth knowledge of BMW systems and procedures, warranties, and automotive diagnostics; mastery of best practices in after-sales service.
• Proven analytical and financial skills; ability to manage a budget, optimize costs, and interpret key indicators (KPIs).
• Excellent communication skills in French; proficiency in English is an asset; strong diplomacy and client situation management skills.
• Relevant education (DEC or equivalent) and/or training in management, administration, or after-sales; experience with workshop management systems (DMS) and related software.
• Ability to operate in a dynamic environment, anticipate needs, and lead change while maintaining a collaborative work atmosphere.

Benefits and Conditions

• Competitive salary and comprehensive benefits package.
• Opportunities for ongoing training and professional development within Groupe AutoMax.
• Warm, professional work environment focused on BMW service excellence.
• Career advancement possibilities within a national network and a premium brand.

Job Type: Full-time – Executive Location: Sherbrooke (subject to the group's internal organization and operational needs)