Regional Service Manager (RSM007)

Job summary

Lead regional service operations across Ontario, managing technicians and subcontractors while ensuring customer satisfaction, service quality, safety, and operational performance. Own regional revenue and budget results, control labor and inventory costs, and grow service contract and time-and-materials business through customer engagement and collaboration with internal teams.

Job details

Regional Service Manager – Eastern Canada (Security Systems/Building Management) Reporting to: Director of Service Operations 📍 Location: Greater Toronto, ON 🏢 Type: ⏰ Full-Time + ✈️ Regional Travel (🚫💻 Not Remote) ⚠️ ATTENTION: Applicants must be legally eligible to work in Canada. Candidates outside Canada, non-residents, or requiring sponsorship will not be considered. 📌 Note: If you have already applied for this position, please do not reapply. Your application is already on file, and multiple submissions may impact consideration. About the Company Our Client is a global leader in electronic security and technology solutions, delivering integrated, best-in-class systems and services across commercial, industrial, and enterprise environments. With a strong footprint across Canada, the organization continues to expand its service capabilities to support long-term customer partnerships, operational excellence, and sustained growth. As part of this expansion, they are seeking a Regional Service Manager (RSM) to lead service operations, based out of their Mississauga office. Position Overview The Regional Service Manager will play a critical leadership role within the Service Business Team, responsible for overseeing service operations, managing a technician workforce, and ensuring the consistent delivery of high-quality service solutions across the assigned territory. This role combines people leadership, operational execution, financial accountability, and customer engagement. The RSM will be accountable for workforce performance, customer satisfaction, service contract growth, and time & material revenue, while maintaining strict control over labor costs, productivity, and quality metrics. The position carries direct responsibility for regional service revenue and operating budget performance. Industry Experience (Electronic Security) or (Building Technologies) is Required. Key Responsibilities Lead and manage day-to-day service operations to ensure customer satisfaction levels are consistently met or exceeded across the region. Provide leadership, coaching, and development to a workforce of service technicians and subcontractors within the assigned territory. Recruit, hire, and retain qualified technicians to maintain appropriate staffing levels aligned with business and customer demands. Develop workforce capabilities through training, performance management, and continuous improvement initiatives to ensure technical proficiency and productivity. Manage labor costs, overtime, billed work, and parts inventory to achieve regional financial and operational targets. Drive retention and growth of service contract revenue and time & material (T&M) business through proactive customer engagement and account strategies. Maintain direct engagement with customers through scheduled visits to assess satisfaction, identify opportunities, and strengthen long-term relationships. Collaborate closely with Sales, Systems, Service, and Support teams to develop coordinated account strategies and action plans. Ensure service quality, technical performance metrics, and operational KPIs are achieved or exceeded. Implement, monitor, and maintain quality systems and standardized processes across the region. Ensure full compliance with corporate policies, safety regulations, and applicable standards, including OSHA requirements and protection of proprietary information and company assets. Ensure company vehicles, tools, and equipment are properly maintained and used in accordance with policy. Support and collaborate with remote workforce and cell teams to reinforce team-based operating models and performance alignment. Qualifications Proven experience working with intrusion systems, access control, video surveillance, and fire systems, including service procedures and field operations. Experience managing service operations across multi-site or regional territories. Demonstrated experience working within unionized environments (highly preferred). Strong leadership capabilities with a track record of developing high-performing technical teams. Solid financial and operational acumen, including budget ownership and cost control. Customer-focused mindset with the ability to balance service quality, profitability, and operational efficiency. Excellent communication, organizational, and stakeholder management skills. Territory & Travel Requirements Responsible for service operations across Ontario. Based out of the Mississauga office, with regular regional travel required. Valid driver’s license and clean driving record required. How to Apply If you feel you are an excellent candidate and have the required skills and experience indicated above, please send your attached resume via Easy Apply, respond to the screening questions, and send any important details (including cover letters) to info@potenco.ca By submitting, you agree to our Consent Policy, Data Processing & Privacy Policy (www.potenco.ca) You consent to submit your application, forms, documents, and information electronically, and authorize Potenco to share your resume and relevant information with the hiring company or its affiliates as part of the recruiting, background check, and onboarding process.

What you’ll do

Lead regional service operations across Ontario, managing technicians and subcontractors while ensuring customer satisfaction, service quality, safety, and operational performance. Own regional revenue and budget results, control labor and inventory costs, and grow service contract and time-and-materials business through customer engagement and collaboration with internal teams.

Requirements

Candidates need experience with intrusion, access control, video surveillance, and fire systems, as well as managing service operations across multiple sites or a regional territory. Strong technical-team leadership, financial and operational management, customer engagement, and communication skills are required; unionized-environment experience is highly preferred, along with a valid driver’s license and clean driving record.

Listed skills

• Cost Control · Preferred
• Team Leadership · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Service Operations Management
• Team Leadership
• Technician Workforce Management
• Recruiting and Retention
• Intrusion Systems
• Access Control
• Video Surveillance
• Fire Systems
• Budget Management
• Cost Control
• Customer Relationship Management
• Service Contract Growth
• Time and Materials Revenue
• Quality Management
• Operational KPI Management
• Unionized Workforce Management

Job areas

• Management & Leadership
• Security & Safety
• Customer Service & Support
• Technology

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