Deputy Service Manager - After-Sales

Job Summary

The deputy service manager contributes to the daily management of the after-sales department. They ensure a remarkable customer experience, optimize workshop operations, and support the team in achieving customer satisfaction, productivity, and profitability goals. They may substitute for the service manager in their absence.

Key Responsibilities

• Assist the service manager in daily operational management.
• Supervise and mobilize technical advisors, technicians, service advisors, and other team members.
• Ensure the smooth progression of appointments, from opening repair orders to vehicle delivery.
• Guarantee the quality of service and compliance with dealership and manufacturer standards.
• Welcome clients, understand their needs, and intervene in case of issues.
• Follow up on complaints and ensure quick, professional resolutions.
• Control workshop productivity and efficiency to optimize billable hours and available hours.
• Monitor work progress, deadlines, and vehicles awaiting service.
• Collaborate with the parts department to ensure the availability of necessary parts.
• Check the quality of repairs and ensure delivery within scheduled timelines.
• Track department performance indicators (customer satisfaction, productivity, efficiency, billable hours, profitability).
• Ensure compliance with administrative procedures, internal policies, and health and safety standards.
• Participate in employee training, onboarding, and development.
• Organize schedules and manage resources based on workload and workshop needs.
• Conduct follow-up meetings with the team and clearly communicate objectives and expectations.
• Participate in recruitment and assessment of new employees when necessary.
• Collaborate with the sales, parts, and body shop departments to ensure effective coordination.
• Maintain a professional, safe, and collaborative work environment.
• Identify opportunities for process improvement and propose solutions to increase efficiency and profitability.
• Act as the service manager in their absence and make necessary decisions to ensure smooth operation.

Job Objectives

• Maximize customer satisfaction and loyalty.
• Maintain high levels of workshop productivity and efficiency.
• Achieve sales and profitability targets for the department.
• Develop a high-performing, committed, and customer-oriented team.
• Ensure effective communication between clients, advisors, technicians, and other departments.
• Continually contribute to improving service operations.

Desired Skills

• Leadership and team motivation skills.
• Excellent communication and customer service abilities.
• Organizational skills and capacity to manage multiple priorities simultaneously.
• Team spirit and professionalism.
• Ability to make quick and effective decisions.
• Results-oriented with a focus on customer satisfaction.
• Good knowledge of automotive service department operations.
• Ability to handle difficult situations and resolve problems diplomatically.
• Proficiency with computer tools and management systems used in dealerships.

Candidate Profile

• Relevant experience in the automotive sector, particularly in managing a service department or in a senior technical advisor role; capable of demonstrating leadership, rigor, and excellent customer service skills in a dynamic environment.
• Experience with Serti is an asset.

Working Conditions and Benefits

• Life and travel insurance
• Cafeteria
• Sick leave
• Continuing education
• Employee discounts
• Competitive salary
• Free parking

Compensation

• Salary starting from $80,000 per year, depending on experience

Note: This offer focuses on the relevant elements of the position and presents a clear, professional description of responsibilities, skills, conditions, and benefits. No application instructions or additional information are included here.