Service Director

Landry Automobiles Ltée is looking for a dynamic, structured and results-oriented Service Director to take full responsibility for the complete management of our after-sales service department.

The selected candidate will be responsible for supervising the department’s daily operations, ensuring an exceptional customer experience, optimizing shop productivity and directly contributing to the profitability of the service department. This person will be expected to lead the team, improve processes, ensure rigorous operational follow-up and maintain a high level of customer satisfaction.

This position is ideal for someone with strong leadership skills, excellent organizational abilities and a solid understanding of the realities of an automotive service department.

Main Responsibilities:

Team Management:
- Supervise, lead and motivate service advisors, technicians and support staff;
- Establish clear expectations regarding performance, productivity and service quality;
- Provide daily coaching and support to maintain a structured, efficient and professional work environment;
- Promote strong communication between service advisors, technicians, the parts department and management.

Customer Service :
- Ensure a high-level customer experience at every step of the service process;
- Handle complaints or difficult situations in a professional, prompt and effective manner;
- Ensure customers receive clear, regular and accurate updates regarding the status of their vehicle;
- Implement high standards for customer reception, follow-ups, recommendations and vehicle delivery.

Department Performance and Profitability:
- Achieve sales, productivity, profitability and customer satisfaction objectives;
- Monitor department performance indicators and implement corrective actions when necessary;
- Optimize technician hours, shop scheduling and repair order workflow;
- Identify improvement opportunities to increase efficiency, service sales and profitability.

Work Organization and Operations Management:
- Oversee the scheduling of appointments, maintenance and repairs;
- Ensure proper distribution of work in the shop according to priorities, skill sets and promised deadlines;
- Monitor the progress of repair orders to ensure timelines are respected;
- Make sure internal processes are applied consistently by the entire team.

Quality Control:
- Ensure all work performed meets the quality standards of Landry Automobiles and the manufacturer;
- Conduct follow-ups and verifications to reduce comebacks, errors and customer dissatisfaction;
- Maintain a high level of discipline and attention to detail in repairs, inspections and recommendations.

Training and Development:
- Participate in the development of service advisor and technician skills;
- Ensure the team remains up to date on procedures, products, technologies and manufacturer training;
- Encourage a culture of continuous improvement and accountability.

Collaboration with the Parts Department:
- Work closely with the parts department to ensure the availability of parts required for repairs;
- Help reduce delays related to parts availability and improve overall service efficiency;
- Maintain constant communication between departments to provide fast and professional service.

Compliance and Safety:
- Ensure operations comply with internal policies, manufacturer standards, legal requirements and health and safety rules;
- Maintain a clean, safe and well-organized work environment;
- Apply internal procedures consistently and fairly.

Service Sales Development:
- Collaborate with management to develop strategies to increase service department traffic;
- Promote after-sales services, recommended maintenance, extended warranties and maintenance packages;
- Ensure service advisors present recommendations to customers in a professional and transparent manner.

Required Qualifications:
- Relevant experience managing an automotive service department;
- Experience supervising a team and managing performance;
- Good knowledge of shop operations and after-sales service processes;
- Experience with Chrysler, Dodge, Jeep, Ram or Stellantis is considered a strong asset;
- Ability to achieve sales, productivity and customer satisfaction objectives;
- Excellent leadership, communication and problem-solving skills;
- Strong organizational and priority management skills;
- Strong customer focus and commitment to quality work;
- Good knowledge of computer tools, dealership management software and Microsoft Office;
- Bilingual in French and English, both spoken and written.

Desired Profile:

We are looking for someone who is:
- Structured, disciplined and able to make decisions;
- Present on the floor and involved in daily operations;
- Able to motivate a team and create a positive work environment;
- Focused on performance, customer satisfaction and continuous improvement;
- Able to manage multiple priorities in a fast-paced and demanding environment;
- Honest, professional and committed to the success of the department;
- Experienced with CDK Drive for opening and closing repair orders.
- Working Conditions
- Full-time day position;
- Competitive salary with a profit-based percentage;
- Dynamic work environment within an established automotive dealership;
- Frequent interaction with customers, employees and different departments;
- Occasional manufacturer-related training;
- Opportunity to actively contribute to the growth and improvement of the service department.

Why Join Landry Automobiles?

Landry Automobiles Ltée is a well-established Chrysler, Dodge, Jeep and Ram dealership located in Laval. We are looking for a trusted individual who wants to get involved long term, improve department operations and play a key role in customer satisfaction.

If you are an organized leader, motivated by results and passionate about automotive customer service, we want to meet you.