After-Sales Service Manager

Volkswagen Complex 440, Laval (air-conditioned workshop)

We are looking for an after-sales service manager to ensure efficient and profitable management, mobilize human resources, and retain customers, while maximizing technician availability. You act as a pivot between technical teams, customers, and management to provide high-quality service that meets manufacturer requirements.

Responsibilities

Administration

• Set service objectives in collaboration with management.
• Prepare and oversee the annual operating budget of the after-sales service.
• Produce reports requested by general management and the manufacturer.
• Design and deploy a marketing plan to attract new customers and optimize retention of existing clients.
• Ensure compliance with regulations related to maintenance (e.g., hazardous waste disposal) and the manufacturer’s warranties/policies.
• Guarantee the availability and accuracy of documents required by the manufacturer and management.
• Supervise parts orders with the parts manager to ensure their availability.
• Provide relevant warranty information to customers and approve repair orders before transmitting to the warranty department.
• Allocate necessary time for each repair order and communicate deadlines to technicians.
• Maintain a high-quality repair service and limit workshop returns.
• Check the quality of completed work and ensure operational rigor.
• Identify new training/tools to prioritize and propose purchases.
• Keep workstations and waiting areas clean.
• Serve as a liaison with manufacturer representatives.
• Manage the maintenance, storage, and inventory of special tools.
• Ensure customer files are current and accessible in the appropriate systems.
• Establish labor cost lists for the most common maintenance jobs.
• Participate in management meetings.

Human Resources

• Ensure staff performance through indicators and monitoring tools.
• Recruit, train, motivate, and advise the after-sales team.
• Organize regular team meetings and manage schedules.
• Promote harmony and team spirit within the service and with other dealership departments.
• Plan and/or organize technical training and direct employees to appropriate training centers.
• Monitor productivity reports and payroll records.
• Evaluate team members’ performance regularly.
• Ensure compliance with Quebec health and safety laws.

Customer Service

• Develop and maintain harmonious relationships with customers.
• Welcome customers promptly and provide clear quotes regarding repair and maintenance costs and timelines.
• Handle complaints quickly, following dealership directives.
• Implement and maintain a customer satisfaction system.

Desired Profile

• Education: DEP/AEC or Certificate (mandatory).
• Experience: minimum 3 years in after-sales management (mandatory).
• Knowledge: solid understanding of warranty regulations, budget management, and performance indicators.
• Skills: leadership, effective communication, customer focus, and team spirit.
• Ability to collaborate with manufacturers and coordinate activities between departments.

Benefits

• Air-conditioned workshop
• Cafeteria
• Competitive salary
• Disability insurance
• Health and medication insurance
• Life insurance
• Employee discounts
• Free parking
• Nearby public transportation
• Sick leave

Employment Conditions

• Salary: $72,800 per year, plus bonuses and commissions
• Schedule: Monday to Friday, 40 hours/week
• Type of employment: Full-time
• Location: Laval, Quebec (in-person position)