Service Manager

Job title: Service Manager
Service Department – Silver Star Mercedes-Benz

Your path to an exceptional career.

As Service Manager at Silver Star Mercedes-Benz, you will lead one of the largest luxury automotive service departments in Quebec, within Groupe Park Avenue (PAG). Silver Star Mercedes-Benz, the largest Mercedes-Benz dealership in Quebec, stands out for its high-end customer experience and culture focused on operational excellence.

Our service department, located in a separate building covering more than 80,000 square feet, is at the heart of our customer promise. With 45 service bays, two car washes, two parking lots, a fleet of more than 85 courtesy vehicles, and an AMG café, you will work in a dynamic, structured, and innovative environment where leadership and customer experience are paramount.

At GPA, we offer you much more than a job: a path to a prestigious, stimulating, and evolving career.

GPA benefits: your path to benefits that match your leadership:

- Comprehensive group insurance plan, including dental insurance;
- Unlimited access to telemedicine;
- Employee Assistance Program (EAP);
- Talent referral program;
- Modern and structured work environment at the cutting edge of the industry;
- Opportunities for development and advancement within Groupe Park Avenue.

Description of daily tasks — your responsibilities, your path to operational excellence:

- Work with management to define the service department's objectives and ensure they are met;
- Clearly communicate departmental objectives and analyze key performance indicators (KPIs);
- Prepare, manage, and optimize the annual operating budget for the after-sales service department;
- Rigorously control expenses according to established guidelines;
- Maintain strong relationships with the manufacturer, regional managers, and support teams;
- Ensure adequate staffing according to customer traffic and operational needs;
- Maximize technician productivity in collaboration with the foreman and workshop manager;
- Ensure rigorous follow-up on the completion of work orders and allocated time;
- Supervise claims to the manufacturer and ensure their compliance;
- Maintain a high level of repair quality and reduce returns to the workshop;
- Ensure the maintenance, cleanliness, and optimization of work areas and the customer waiting room;
- Stay abreast of new equipment and tools, and recommend required investments;
- Hire, train, motivate, and support after-sales service teams;
- Follow up on technical training and achieve the manufacturer's training objectives;
- Conduct regular performance evaluations with your team members;
- Implement continuous improvement processes to maintain a high level of customer satisfaction (CSI).
- Develop lasting customer relationships and promote loyalty.
- Ensure that each customer is greeted promptly and receives a clear estimate of costs and timelines.
- Handle certain customer complaints with tact and professionalism.
- Ensure health and safety in the workplace.
- Supervise the courtesy car, reception, technical advisor, and valet departments;
- Maintain discipline and apply the measures required in accordance with current policies;
- Perform any other related tasks as required by management.
The ideal candidate

Your expertise, your path to success:

- Fluency in French and English (spoken and written);
- Minimum of 5 years of experience in the high-end automotive industry;
- Excellent management and organizational skills;
- Motivational leadership and ability to positively influence teams;
- Strong business acumen and results-oriented;
- Independence, initiative, and thoroughness;
- Excellent interpersonal skills, diplomacy, and customer service skills.

Park Avenue Group: YOUR career avenue.

Groupe Park Avenue has over 65 years of history, 17 dealerships, nearly 1,000 employees, and some 20 prestigious automotive brands. Joining GPA means choosing an employer recognized for its innovation, performance, and people-oriented culture.

Equity policy:

Park Avenue Group is committed to the Equal Employment Opportunity Act. We encourage women, Indigenous peoples, visible and ethnic minorities, and people with disabilities to apply. Send your resume via Auto-jobs.ca.