Service Advisor

Are you looking for a pleasant, stimulating work environment that aligns with your aspirations? Are you a proactive individual with excellent mechanical skills, a talent for delivering exceptional customer service, and a strong appreciation for teamwork? Are you seeking a company with solid values that listens to its employees and cares about their growth and well-being at work? If so, you’ve come to the right place—we would be delighted to have you join our team!

Role:

The mechanical Service Advisor plays a central role in ensuring customers receive high-quality service, repairs are completed efficiently, and the workshop operates smoothly and in an organized manner. This individual serves as the primary point of contact between customers and the repair shop. They welcome customers, listen to their vehicle-related concerns, and provide specialized technical advice.

Who Are We?

Centre de Mécanique Gagnon Inc. is a family-owned business that has been established for over 70 years in the automotive repair and maintenance industry. Located in Montreal, the company offers a full range of services, from general maintenance to specialized repairs for electric, medium-duty, and heavy-duty vehicles.

Tasks and responsibilities:

- Welcome customers, assess their needs, and ensure their satisfaction throughout the inspection and repair process;
- Monitor the progress of agreed-upon work and communicate any deviations from the original agreement (delays, additional costs, etc.);
- Handle the reception and delivery of medium-duty and electric vehicles;
- Use the point-of-sale system to process transactions and manage payments;
- Ensure procurement, follow-ups, and research of parts required for workshop operations and/or customer needs (when the Parts Clerk is absent);
- Manage and coordinate customer service calls (internal and external);
- Perform preliminary diagnostics and prioritize cases based on urgency;
- Respond to and assist customers promptly;
- Prepare estimates, quotations, and work orders for repairs to be performed;
- Follow up with customers regarding ongoing and upcoming work;
- Process warranty claims;
- Coordinate repair work with the Service Supervisor and Service Team Leader;
- Ensure technicians comply with written repair and warranty procedures and follow up with the Service Supervisor;
- Review and verify work orders after each repair;
- Handle customer complaints immediately and according to company guidelines;
- Provide excellent customer service and contribute to customer retention;
- Establish and maintain professional relationships with customers and suppliers;
- Facilitate teamwork and promote a positive and motivating work environment;
- Actively contribute to the company’s objectives.

Required experience and skills:

- Excellent customer service skills with a strong focus on customer satisfaction;
- Strong time management skills and ability to meet deadlines;
- Ability to multitask effectively;
- Ability to quickly assess problems and propose effective, innovative solutions;
- Expertise in medium-duty and electric vehicle mechanics, including diagnostics;
- Minimum of 3 years of experience as a Technical Advisor or in a similar role;
- Excellent verbal and written communication skills;
- Strong leadership abilities;
- Excellent organizational and planning skills;
- Initiative and proactive mindset;
- Strong stress management skills;
- Excellent adaptability;
- Proficiency with MS Office tools;
- Bilingual (French and English);
- Knowledge of Serti software is an asset.

Benefits:

- Annual salary increases based on employee performance;
- Pleasant and dynamic work environment;
- Group insurance coverage including medical, life, critical illness, and long-term disability insurance;
- Employee and Family Assistance Program (EFAP) to support mental and emotional well-being;
- 4 paid sick days;
- Paid professional development training to help you grow and advance in your career;
- Annual tool replacement allowance;
- Access to the FTQ RRSP+ program (the only way to continue benefiting from the fund’s additional 30% savings advantage);
- Salary based on experience;
- Napa Autopro-branded work clothing provided;
- Winter coat and toque provided for work (new coat every two years);
- Safety boot reimbursement allowance;
- Tuition reimbursement of up to $1,000 per year for work-related courses or training (including materials);
- Full-time, permanent position;
- Day shift schedule, from Monday to Friday;
- Work location: onsite.

Send your resume via Auto-jobs.ca.

A Diploma of Vocational Studies (DVS) in mechanics or a related field is a plus.