Gestionnaire - Soutien au Réseau de Service

Volvo Group•Lévis, QC

1d•Hybrid

About The Position

Prevost, a division of Groupe Volvo Canada Inc., is seeking a Service Network Support Manager to promote customer satisfaction and profitability within our expanding network of service centers in the United States and Canada. In close collaboration with the Senior Director, Service Network, you will act as a key advisor and problem solver, improving both the customer and employee experience while coordinating service and parts activities. Although this position does not have direct reports, it has a significant impact. You will analyze performance, resolve complex network issues, and lead special projects that shape the future of our operations.

Requirements

Bachelor's degree in Business Administration or a related field and/or 10 years of relevant experience.
Experience in a multi-site environment, ideally in a dealership.
Ability to travel between the United States and Canada (approximately 25% of the time).
Proficiency in Microsoft Office Suite.
Comfort working in a matrix organization with multiple stakeholders.
Autonomy, with the ability to work remotely, independently, and collaboratively.
Excellent relationship management and negotiation skills.
Analytical mindset and attention to detail, with a strong commercial orientation.
Excellent organizational skills, ability to prioritize and manage multiple tasks in a dynamic environment.
Team spirit, passion, curiosity, customer orientation, adaptability to change, problem-solving skills, and a sense of accountability.

Nice To Haves

Bilingualism (especially Spanish or French) is an asset.

Responsibilities

Actively monitor and manage profit and loss statements (P&L), sales, gross margin, and labor costs to increase the overall profitability of the network.
Conduct in-depth quantitative and qualitative analyses of service and parts operations (financial indicators, CSI, warranties, inventory, and productivity).
Advise and collaborate with internal and external clients to develop, implement, and monitor targeted action plans.
Lead initiatives ensuring a consistently high level of satisfaction for internal and external customers within the service department.
Establish and maintain strong partnerships with branch managers and key clients, ensuring continuous communication to maintain alignment.
Identify performance gaps to evaluate, propose, and coordinate effective training initiatives.
Actively participate in the preparation of the annual budget and in meetings to follow up on forecasts and financial results.
Travel to branches to stay connected to operational realities while fostering a safe and functional work environment.
Other related tasks as needed.