Service Manager

Service Manager - After-Sales Department Ville-Marie Kia, Montreal

Ville-Marie Kia is seeking an experienced and customer-oriented Service Manager to oversee our after-sales service and provide an excellent customer experience throughout the entire journey.

Job Context You will be responsible for leading all after-sales activities, optimizing operational and financial performance, and ensuring compliance with Kia standards. You will manage a team composed of technicians, service advisors, and reception staff, working closely with the Sales and Parts departments to deliver an integrated customer experience.

Main Responsibilities

• Lead and develop the service team (recruitment, training, evaluations, resource planning).
• Ensure efficient operations (scheduling, workflows, appointment scheduling, adherence to deadlines).
• Drive the customer experience (satisfaction, escalation management, returns, impeccable service).
• Ensure the service's profitability (budget, tracking KPIs: service revenue, margin, cost per intervention, productivity) and optimize inventory and parts.
• Supervise warranty processes and authorized repairs according to Kia standards.
• Collaborate with Sales and Parts departments to maximize cross-selling opportunities and optimize the customer journey.
• Implement continuous improvement initiatives (quality, safety, operational efficiency).
• Ensure safety standards and maintain the professional image of the service department.
• Continuously develop and train the team on technical and interpersonal skills.
• Foster a team culture focused on innovation, performance, and customer satisfaction.

Profile Sought

• Minimum of 3 years of experience in a service management role, ideally in the automotive sector or after-sales service.
• Proven leadership, excellent communication and team management skills; results and customer service oriented.
• Strong knowledge of workshop processes, warranty tracking, and service KPIs.
• Analytical mindset, ability to make quick decisions, and solve operational issues.
• Ability to work cross-functionally and lead continuous improvement projects.
• Relevant degree in management or a related field is appreciated; ongoing training is a plus.
• Bilingual in French/English preferred; comfortable with computer tools and service management systems.

Skills and Tools

• Software: SERTI (Administration), Activix (CRM), SDS.
• Skills: time and priority management, planning, stress management, results-oriented, customer service.

Benefits and Conditions

• Competitive salary
• Paid days off
• Dental and life insurance
• Health and paramedical insurance, travel insurance
• Free parking and nearby public transportation access
• Uniform provided and work boots
• Employer-covered repair/replacement of tools
• No layoffs during slow periods
• Work-life balance
• Company closed on weekends

Why Join Ville-Marie Kia? Join a high-performing team and contribute to delivering an exceptional customer experience at Ville-Marie Kia, where innovation, quality, and top-tier service are at the heart of daily operations.