Director, Customer Experience & After-Sales Service | South Shore of Montreal
No. 991
December 5, 2025
Location
Mont-Saint-Hilaire
Salary
Competitive salary + annual bonus
Job category
Management - Executive
Type of job
Permanent
Schedule
Daytime
What if your next challenge was to build a strong and sustainable customer culture?
Our client, a well-known Quebec-based company in the heavy equipment distribution sector for 25 years, is looking for a dynamic leader to create and implement a customer service, satisfaction, and loyalty culture across all its operations. With a presence throughout Quebec, the company is now aiming to structure its after-sales service department and elevate its customer culture to a whole new level.
You will be the key person to structure processes, develop quality standards, mobilize teams, and represent the voice of the customer throughout the organization. A rewarding challenge for a strategic manager, comfortable in technical environments and focused on building solid and lasting relationships.
Tasks
Supervise internal and external after-sales service teams (customer support, representatives, technical specialists).
Define and implement customer experience management policies, standards, and tools.
Analyze complaints, feedback, and key performance indicators (KPIs) to identify areas for improvement.
Collaborate with technical, marketing, and operations teams to ensure consistency in communication and the solutions provided.
Develop service sales: extended warranties, maintenance packages, parts, customized interventions.
Be the internal ambassador for customer satisfaction and a driving force for positive change.
Perform any other related tasks.
If you are ready to take on new challenges, we want to meet you!
Advantages
Permanent position with significant strategic impact, directly reporting to senior management.
Autonomy, freedom of action, and strong support from management to build a customer-focused culture.
Competitive salary, comprehensive benefits package, and a modern, human-centered, and stimulating work environment.
Passionate team, exciting projects, and a culture that values ideas and the contributions of each team member.
Job requirements
Degree in management, business administration, communication, or a related field.
5 to 10 years of experience in customer service or after-sales service management, including team management.
Proficiency in CRM, ERP tools, and intervention planning software.
Strategic vision, inspiring leadership, attention to detail, and excellent interpersonal skills.
Knowledge of the heavy machinery, industrial mechanics, or technical equipment sector.
Perfect bilingualism, French required, functional English needed to interact with English-speaking clients and suppliers (50% of the time).