Canada-Wide Service Operations

The Service Manager will provide strategic and operational leadership for the service department, overseeing a national team of field service technicians and internal service support personnel. This role is accountable for the overall performance, profitability, and continuous improvement of service operations while ensuring the highest level of customer satisfaction. The successful candidate will be responsible for developing high-performing teams, optimizing service delivery, improving operational efficiencies, and driving business objectives through strong leadership, technical expertise, and customer-focused solutions.

Key Responsibilities

• Provide leadership and direction to a Canada-wide service team, including field technicians and internal service personnel
• Establish and execute departmental objectives aligned with annual business plans, revenue targets, operational goals, and company growth initiatives
• Monitor service department performance through KPIs, financial metrics, productivity targets, and customer satisfaction standards; implement corrective actions and process improvements as required
• Lead regular operational meetings focused on performance results, safety, technical updates, process improvements, customer concerns, and departmental priorities
• Build and maintain strong customer relationships through proactive communication, site visits, escalation management, and effective issue resolution
• Partner with sales and other departments to identify opportunities for service growth, customer support improvements, and enhanced customer experience
• Drive continuous improvement initiatives to increase efficiency, service quality, profitability, and overall departmental effectiveness
• Promote collaboration and communication between service, sales, operations, engineering, finance, and other key stakeholders
• Oversee resource planning, scheduling effectiveness, technician utilization, equipment requirements, tooling, and departmental investments
• Lead recruitment, workforce planning, and retention strategies to ensure the organization maintains a highly skilled technical service team
• Establish relationships with technical colleges, trade schools, and industry networks to support long-term talent development
• Manage hiring, onboarding, employee performance, coaching, and professional development initiatives within the service organization
• Identify training requirements and support employee development to strengthen technical capabilities and career progression
• Maintain compliance with company safety standards, industry regulations, ESA, OHSA, and applicable workplace requirements
• Support financial processes including service-related invoicing, customer resolution, and collaboration with accounting when required

Qualifications & Experience

• Proven experience leading service teams within industrial equipment, automation, manufacturing, capital machinery, robotics, or a related technical environment
• Strong background managing field technicians, service operations, scheduling, customer support, and technical escalations
• Demonstrated ability to improve operational performance through KPIs, process improvements, and team development
• Strong business acumen with experience managing budgets, profitability, revenue targets, and departmental performance metrics
• Excellent leadership, communication, customer relationship, and problem-solving skills
• Ability to balance technical priorities with business objectives in a fast-paced service environment
• Willingness to travel(local) as required to support customers, technicians, and business initiatives