Service Network Support Manager

Prevost; Richmond; Hybrid; CAD 100,000 - 130,000; Full time

Benefits offered by this job

5 weeks of vacation

Comprehensive group insurance paid 100% by the company

Retirement plan with employer contribution of up to 7%

Telemedicine program

Annual performance bonuses

Job summary

Prevost, a division of Volvo Group Canada Inc., is seeking a Service Network Support Manager to enhance customer satisfaction and profitability across its service center network in the US and Canada. You will act as a key advisor, improving internal and external experiences while leading projects that shape future operations.

The role involves monitoring financial success, analyzing service operations, and traveling to branch locations. Benefits include a salary between $100,000 and $130,000, comprehensive group insurance, and a hybrid working mode.

Qualifications

• Bachelor’s degree in business or a related area and/or 10 years of relevant experience.
• Experience in a multi-site, dealer environment.
• Bilingual abilities (especially Spanish or French) are a plus.

Responsibilities

• Monitor and manage P&L, sales, and labor costs.
• Conduct analysis of service and parts operations.
• Advise and collaborate with internal and external customers.
• Spearhead customer satisfaction initiatives.
• Cultivate relationships with branch leaders and key customers.
• Identify and propose training initiatives.
• Participate in annual budget preparation.
• Travel to branch locations.

Skills

Relationship management

Analytical skills

Negotiation skills

Proficiency in Microsoft Office

Self-motivation

Customer orientation

Education

Bachelor’s degree in business or related area

10 years of relevant experience

Job description

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next‑gen technologies and the sharpest collaborative teams, then we could be a perfect match.

Prevost, a division of Volvo Group Canada Inc., is currently looking for a Service Network Support Manager to champion customer satisfaction and profitability across our expanding service center network in the US and Canada. Partnering closely with the Sr. 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. While this role has no direct reports, it carries high impact. You will analyze performance, resolve complex network issues, and lead special projects that shape the future of our operations.

What You Will Do

• Drive Financial Success: Actively monitor and manage P&L, sales, gross profit, and labor costs to increase overall network profitability.
• Analyze & Optimize: Conduct in‑depth quantitative and qualitative analysis of service and parts operations—tracking financial metrics, CSI, warranty, inventory, and productivity.
• Strategic Partnership: Advise and collaborate with both internal and external customers to develop, implement, and follow up on targeted action plans.
• Champion the Customer: Spearhead initiatives that guarantee a consistently high level of internal and external customer satisfaction throughout the service department.
• Build Relationships: Cultivate strong, ongoing partnerships with branch leaders and key customers, maintaining constant communication to ensure alignment.
• Elevate the Team: Identify performance gaps to evaluate, propose, and coordinate effective training initiatives.
• Financial Planning: Play an active role in annual budget preparation and participate in ongoing financial forecast and results meetings.
• Network Engagement: Travel to branch locations to stay connected with the realities on the ground, while promoting a safe and functional working environment.
• Other duties as assigned.

What's in it for you?

• Permanent position.
• Salary offered: between $100,000 and $130,000 per year.
• Minimum of 5 weeks of vacation.
• Comprehensive group insurance paid 100% by the company.
• Retirement plan with employer contribution of up to 7%.
• Telemedicine program.
• Hybrid working mode.
• Unique work environment.
• Annual performance bonuses.

Who are you?

• Bachelor’s degree in business or a related area and/or 10 years of relevant experience.
• Experience in a multi‑site, dealer environment.
• Bilingual abilities (especially Spanish or French) are a plus.
• 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.

Prevost is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally‑protected factors. Disability‑related accommodations are available on request for candidates taking part in all aspects of the selection process.