Supervisor customer service (Service department)

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Date: Jul 19, 2024

Location: Saint-Laurent, Québec, CA, Quebec H4T

Company: PACCAR

Title: Customer service supervisor (Service)

Workplace: Kenworth Montreal (7500 Transcanadienne, Saint-Laurent, Québec, H4T 1A5)

Work schedule: Monday to Friday, daytime schedule

Salary: Starting at $90,000/year


Benefits :

  • Permanent, full-time position (40 hours/week);
  • Monday to Friday daytime schedule (8 hours/day);
  • Starting salary at $90,000/year, possibility of increase based on experience;
  • 2 weeks of vacation;
  • 5 paid days off;
  • 12 public holidays;
  • Paid weekly;
  • On-site parking;
  • 100% employer-paid insurance (medical, dental, vision, etc.);
  • Telemedicine and employee assistance program;
  • RRSP (Registered Retirement Savings Plan);
  • Tuition reimbursement;
  • Guidance and coaching from trucking industry experts;
  • Opportunity for career growth within the company;
  • Company events (Christmas party, etc.).


Sommaire des responsabilités:

  • Assist the site manager in preparing and implementing the annual action plan for the service department;
  • Participate in developing and monitoring sales forecasts and budgetary elements related to service work/operations;
  • Evaluate the performance of the Service department against predefined objectives and standards, and take corrective measures if necessary;
  • Manage the customer service team in collaboration with the Site/Service Manager, including planning, selection, promotion, demotion, termination, etc.;
  • Ensure the development, improvement, and evaluation of the performance of the staff under their responsibility, in collaboration with the Site/Service Manager;
  • Supervise the execution of work related to the role of technical advisor;
  • Monitor and control the implementation of standards, policies, and procedures in accordance with PACCAR's and other partner manufacturers' requirements;
  • Assist the foremen and coordinators in complex repairs requiring manufacturer intervention;
  • Assist the Site/Service manager in operational control to ensure compliance with procedures and policies;
  • Make recommendations to the director for approval before implementing any significant changes to standards, procedures, systems, and human resources.



  • Education: University certificate degree or equivalent;
  • 5 years of experience in customer service, vehicle industry, combined with technical experience and personnel supervision;
  • Fluency in French and English;
    • Skill level: intermediate in speaking, reading, and writing;
    • Frequency: daily;
    • Reason: communication with American manufacturers and customers for the settlement of litigious cases;
  • Good computer system skills;
  • Knowledge of process improvement approaches;
  • Organizational skills, pragmatism, and rigor;
  • Good communicator and negotiator;
  • Ability to defuse conflict situations.


Who are we?

Groupe Kenworth Montréal, a division of PACCAR of Canada, has been offering the full range of products and services related to the trucking industry since 1990. Our teams work together to offer you the best service in the industry, wherever you are located.

Our network of complete Kenworth dealerships is well established throughout the greater Montreal area, more specifically in Ville Saint-Laurent, Mirabel and Lanoraie. Our service department can welcome you for the maintenance or the repair of your vehicle, as well as our parts department which will be able to fill your needs in parts of all brands. At our location, you can meet with a representative who will find the truck you need, new or used, as well as a financing professional who will propose a personalized plan adapted to your situation.

Our Saint-Jérôme branch specializes in the sale of Kenworth, PACCAR, TRP, Cummins, Caterpillar parts and much more!

As trucking solution experts, our service offering is not limited to Kenworth alone. Our three TRP branches in Laval, Saint-Eustache and Vaudreuil-Dorion are dedicated to selling replacement parts for trucks, trailers and buses of all makes.



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