Service Manager

Volkswagen Complex 440, a climate-controlled workshop located in Laval, Quebec, is seeking a Service Department Manager for after-sales service.

Job Description The incumbent ensures the effective and profitable management of after-sales service, the mobilization of human resources, and customer loyalty, while maximizing technician availability. They act as a pivot between technical teams, customers, and management to provide high-quality service that meets manufacturer requirements.

Tasks and Responsibilities

Administrative Tasks

• Plan service objectives in collaboration with their supervisor.
• Prepare and manage the annual operating budget for after-sales service.
• Generate reports required by senior management and the manufacturer.
• Design and implement a marketing plan aimed at attracting new customers and maximizing retention of current clients.
• Stay informed of federal, provincial, and municipal regulations concerning maintenance work (e.g., hazardous waste disposal).
• Know and apply warranty policies and manufacturer procedures.
• Ensure all documents and information required by the manufacturer or general management are available and properly completed.
• Monitor and follow up on parts orders in collaboration with the Parts Manager to ensure availability.
• Review warranty policies and communicate relevant information to customers.
• Sign all repair orders before submitting them to the warranty department.
• Communicate to technicians the time allocated for each repair order.
• Maintain high-quality repair service and reduce workshop returns.
• Conduct periodic work inspections to ensure rigor and quality.
• Keep up-to-date with new equipment and tools and make purchasing recommendations.
• Maintain cleanliness of work areas and the customer waiting room.
• Act as a liaison with manufacturer representatives.
• Ensure proper maintenance, storage, and inventory of special tools.
• Ensure after-sales service customer records are up to date and accessible on appropriate software.
• Establish labor cost lists for the most common maintenance tasks.
• Participate in management meetings.

Human Resources Tasks

• Ensure staff performance using reports, verification systems, and surveys.
• Hire, train, motivate, and advise after-sales service team.
• Hold periodic team meetings.
• Schedule employee activities and ensure adherence.
• Promote harmony and team spirit within the department and with other dealership services.
• Plan and/or organize technical training and direct employees to appropriate training centers or trainers.
• Review technicians’ daily productivity reports and payroll-related records.
• Regularly evaluate team members’ performance.
• Ensure compliance with Quebec health and safety laws.

Customer Service Tasks

• Build and maintain harmonious relationships with clients.
• Maintain relationships with vocational training centers to facilitate recruitment.
• Ensure all customers are greeted promptly and receive a reasonable estimate of costs and time for repairs and maintenance.
• Handle customer complaints promptly, following dealership policies.
• Implement and maintain a customer satisfaction system.

Profile

• Education: DEP/AEC or Certificate (Mandatory).
• Experience: Management — 3 years (Mandatory).
• The candidate must demonstrate solid knowledge of warranty regulations, budget management, and performance indicators.
• Skills in leadership, effective communication, customer focus, and teamwork.
• Ability to collaborate with manufacturers and coordinate activities across departments.

Benefits

• Climate-controlled workshop
• Cafeteria
• Competitive salary
• Disability insurance
• Employee discounts
• Free parking
• Medical and paramedical expense insurance
• Life insurance
• Drug insurance
• Nearby public transportation
• Sick leave

Employment Conditions

• Salary: $72,800.00 plus bonuses and commissions
• Schedule: Monday to Friday (day) 40 hours/week
• Employment type: Full-time
• Location: On-site