Service Operations Manager

Sandvik Mining is seeking a

Service Operations Manager

Location Western Canada

At Sandvik, we offer you a world of opportunities. Our diverse businesses and global network enable you to explore your potential and thrive. We recognize your performance and offer various ways to fuel your growth towards exceptional achievements.

We are currently seeking a Service Operations Manager to join our team. The Services Operation Manager leads a dedicated team of Field Service Technicians, ensuring operational excellence, safety compliance, and alignment with strategic growth objectives. This role builds strong customer partnerships, drives continuous improvement, and develops a high-performing technical team to deliver exceptional service quality. This role reports directly to the National Services Manager and requires close collaboration with multi-divisional teams.

Are you an experienced operations leader looking to apply your expertise in service delivery, resource planning, and team development within a dynamic, customer-focused environment? We want to hear from you!

While searching for the best opportunity for yourself today, we are already thinking ahead of your future tomorrow. So now we challenge you to take it one step further and apply!

What you will be doing

Operational Leadership

Direct and organize daily field service operations, including equipment commissioning, scheduled and unscheduled service calls, and warranty case handling.

Coordinate customer training and technical support, ensuring safe, effective operation and maintenance of equipment.

Execute contracts with strict adherence to scope, deliverables and commercial terms.

Administration, Compliance & Financials

Ensure accurate maintenance logs and work order quality, including precise labour entry, parts usage, and service notes in the CMMS.

Drive timely invoicing by validating documentation completeness, approvals, and charge capture in accordance with finance procedures.

Team Leadership & Capability Development

Build, mentor, and retain a high‑performing team of OEM expert and collaborative technicians who understand processes and deliver consistent quality.

Develop competency in bulletin management, warranty handling, and technical troubleshooting, embedding standard work, diagnostics guides, and first‑time‑fix practices.

Foster a culture of accountability, innovation, and continuous improvement, recognizing performance and coaching to close skills gaps.

Customer Engagement & Success

Maintain regular communication with customer supervision, management, and internal stakeholders to align priorities and resolve issues proactively.

Organize periodic reviews of maintenance KPIs with customers; interpret trends, agree improvement targets, and confirm actions and owners.

Develop and follow up on action plans that help customers maximize equipment efficiency, availability, and cost‑per‑ton or cost-per-hour performance.

Act as a trusted advisor—anticipate needs, recommend optimizations, and support long‑term customer success and lifecycle outcomes.

Performance Management & Reporting

Provide regular reports to senior management covering KPIs, OKRs, and progress against SMART objectives (leading and lagging indicators, risks, mitigations, and wins).

Identify process optimization opportunities and lead productivity initiatives (standardization, takt alignment, waste reduction, and digital enablement).

Planning & Resource Readiness

Plan the necessary tools, test equipment, and spare parts per work procedures and job plans; assure logistics, safety permits, and access are in place.

Use knowledge and experience to resolve standard client problems efficiently, escalating non‑standard issues with clear data and recommendations.

Technical Expertise

Demonstrate systems‑level understanding of hydraulics, mechanics, electricity, automation, pneumatics, and materials, and how these interact in applications.

Stay current on industry developments, client operations, products, and technical best practices.

Other

Perform other duties as assigned, supporting special projects, audits, and cross‑functional initiatives when required.

Ability to travel as needed to oversee customer operations located across British Colombia. 50% travel time to different customer sites to be expected.

Environmental Health and Safety

Comply with safety policies and applicable government, customer or industry regulations or requirements.

Responsible for identifying and reporting any unsafe work habits, workplace incidents and / or near misses. Perform risk assessments (“Take Five”) prior to each task.

Maintain orderly work area and ensure housekeeping requirements are met.

Attend Environmental, Health and Safety related trainings.

Wear the required personal protective equipment (PPE) assigned for each task.

What you will bring along

Strong leadership and team management skills; the ability to motivate, coach, and develop a diverse team.

Proven capability to foster a culture of accountability, innovation, and continuous improvement.

Skilled in conflict resolution and change management.

In-depth understanding of mining equipments, applications, systems and interactions (hydraulics, mechanics, electricity, automation, pneumatics).

Competency in troubleshooting, bulletin management, and warranty handling.

Familiarity with CMMS platforms (e.g., Maximo) and digital tools for maintenance planning and reporting.

Excellent problem-solving and decision-making abilities.

Strong organizational and time management skills to handle multiple priorities.

Knowledge of safety regulations and best practices in heavy equipment and mining environments.

Ability to identify process optimization opportunities and drive productivity initiatives.

Exceptional communication and interpersonal skills for engaging with customers and internal stakeholders.

Ability to act as a trusted advisor, providing technical guidance and strategic recommendations.

Bilingualism (English / French) considered an asset.

Proficiency in Microsoft 365 Suite (Word, Excel, PowerPoint, Outlook, Teams, SharePoint).

Experience & Education You will bring along

Minimum 5 years of proven experience in maintenance management or field service operations, preferably in mining or heavy equipment industries.

Demonstrated success in leading teams and managing service operations across multiple sites.

Hands-on experience with warranty processes, technical troubleshooting, and customer training.

Familiarity with safety compliance programs and continuous improvement methodologies.

Bachelor's degree in engineering, certificate or diploma (Mechanical, Electrical, or Industrial), Business Management, or a related field.

Equivalent work experience may be considered in lieu of formal education.

Additional certifications such as Miner Common Core, Generic First Line Supervisor Common Core (#770141), or Canadian Mining Certification Program (CMCP) are considered assets.

Valid driver’s license required.

In return for your passion and drive we will offer you…

The opportunity to make an impact on our business performance.

The opportunity to be part of an ambitious team, in an industry leading business.

The opportunity to reach your full potential.

Ongoing development and training.

An excellent comprehensive compensation package including a pension plan with matching, competitive health, dental, life and disability benefits.