Service Network Support Manager

Volvo Group•Lévis, QC

5d•CA$100,000 - CA$130,000•Hybrid

About The Position

Prevost, a division of Volvo Group Canada Inc., is seeking a Service Network Support Manager to enhance customer satisfaction and profitability across its US and Canadian service center network. This role, while not having direct reports, is crucial for improving both customer and employee experiences by coordinating service and parts activities. The manager will analyze performance, resolve network issues, and lead projects to shape future operations. The company is committed to shaping sustainable transport solutions and offers a collaborative environment with opportunities for growth.

Requirements

Bachelor’s degree in business or a related area and/or 10 years of relevant experience
Experience in a multi-site, dealer environment
Ability to travel between USA and Canada, approximately 25% travel total.
Proficiency in Microsoft Office
Comfortable working in a matrix organization and managing multiple stakeholders
Self-motivated with the ability to work remotely, independently, and collaboratively
Excellent relationship management and negotiation skills
Analytical and detail-oriented with a strong commercial mindset
Proven organizational skills with the ability to prioritize and work effectively on multiple tasks in a fast-paced environment
Team player, passionate, curious, customer oriented, change driven, problem solver, owner mentality

Nice To Haves

Bilingual abilities (especially Spanish or French) are a plus

Responsibilities

Monitor and manage P&L, sales, gross profit, and labor costs to increase network profitability.
Conduct quantitative and qualitative analysis of service and parts operations, tracking financial metrics, CSI, warranty, inventory, and productivity.
Advise and collaborate with internal and external customers on action plans.
Spearhead initiatives to ensure high levels of customer satisfaction in the service department.
Cultivate partnerships with branch leaders and key customers, maintaining constant communication.
Identify performance gaps and coordinate training initiatives.
Participate in annual budget preparation, financial forecasting, and results meetings.
Travel to branch locations to stay connected with operations and promote a safe working environment.
Other duties as assigned.