The Service Manager is responsible for leading a team of Service Representatives (SRs) to deliver safe, high-quality, and profitable field service operations. This role oversees workforce planning, customer satisfaction, operational performance, employee development, and financial results while ensuring compliance with safety and quality standards. As the local operational leader, the Service Manager works closely with Sales, Project Management, Planning, Quality, HSE, and Business Office teams to drive operational excellence and support business growth. Key Responsibilities Lead and promote a strong safety and compliance culture. Manage, coach, and develop a team of Service Representatives. Optimize workforce scheduling, utilization, capacity planning, and subcontractor management. Drive customer satisfaction through high-quality service delivery and issue resolution. Monitor and improve key operational and financial KPIs, including safety, utilization, revenue, margin, and customer satisfaction. Partner with Sales and internal stakeholders to support business growth and ensure successful project execution. Manage team performance, training, competency development, and succession planning. Oversee administrative compliance, including timesheets, service reporting, payroll inputs, and business system requirements. Support backlog reviews, resource forecasting, and operational planning activities. Qualifications 5+ years of leadership experience in field service, operations, maintenance, or a related technical environment. Proven ability to lead and develop technical teams. Strong customer relationship, communication, and problem-solving skills. Experience managing operational and financial performance metrics. Technical background in Electrical, Power Systems, Industrial Automation, or a related field is preferred. Ability to make sound decisions independently and perform effectively in a fast-paced environment. Key Success Measures Safety Performance Customer Satisfaction (NSS) Utilization & Productivity Revenue & Margin Achievement Employee Engagement & Development Quality & Business Process Compliance This position offers an excellent opportunity to lead a high-performing service team while driving customer success, operational excellence, and business growth.
Field Service Manager • Quebec, Canada
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