Service Manager

Service Manager – Industrial Equipment Location: Cambridge, ON
Job Type: Full-Time, Permanent
Salary: $85,000–$105,000 per year, based on experience
Work Arrangement: On-site, Monday to Friday
Our client, an established industrial equipment provider, is seeking an experienced Service Manager to lead and grow its field service department. This is an excellent opportunity for a commercially minded leader who combines field service operations management with business development, customer relationship management and financial accountability. The successful candidate will oversee a team of field service technicians, coordinate service delivery, develop preventative maintenance and service contract revenue, and improve departmental profitability. This is a management and business development position rather than a hands-on technical role. Technical support and troubleshooting are handled by the department's senior technical specialist.
Service Operations and Scheduling

• Coordinate and dispatch field service technicians for equipment installations, repairs, warranty work, parts installations and preventative maintenance.
• Assign technicians to jobs based on their skills, availability, customer priorities and location.
• Optimize technician utilization, travel time, billable hours and customer response times.
• Manage incoming after-hours service requests, acknowledge customer enquiries and coordinate emergency service for the next business day.
• Monitor service delivery to ensure jobs are completed efficiently and customers receive a high level of service.

Team Leadership and Development

• Lead and manage the senior technical specialist and field service technicians.
• Establish clear performance expectations, monitor results and address performance issues.
• Participate in recruiting and onboarding additional technicians as the department grows.
• Identify team training, tooling and development requirements in collaboration with the technical lead.
• Foster a professional, accountable and customer-focused service culture.

Business Development and Service Sales

• Grow revenue through preventative maintenance programs, service agreements and ongoing maintenance contracts.
• Develop new business opportunities with existing customers and prospective equipment owners.
• Proactively contact customers by phone and in person to promote service offerings and build long-term relationships.
• Identify opportunities to expand service coverage to additional equipment brands and customer segments.
• Maintain an organized sales pipeline and track prospective service opportunities using a CRM.
• Identify potential equipment sales opportunities and collaborate with the sales team to develop them.

Financial and Departmental Performance

• Manage the service department against established revenue, gross margin and financial targets.
• Monitor job profitability, labour rates, technician utilization and travel cost recovery.
• Recommend service pricing and labour rates to support departmental profitability.
• Establish performance baselines and work with senior management to set measurable departmental objectives.
• Prepare regular performance updates covering revenue, margins, utilization, response times and business development.
• Identify opportunities to improve operational efficiency and increase recurring service revenue.

Third-Party Service Network Development

• Develop relationships with qualified third-party service providers to expand service coverage beyond Ontario.
• Prioritize opportunities across Western Canada and Atlantic Canada.
• Coordinate technical assessments of potential service partners with the senior technical specialist.
• Negotiate service provider rates, manage ongoing relationships and monitor service quality and completion.

Administration and Cross-Functional Collaboration

• Ensure service reports are completed accurately and submitted on time.
• Oversee the accuracy and timely processing of service invoicing.
• Collaborate with sales, technical service, administration and parts teams to coordinate customer requirements.
• Maintain accurate service records, customer information and sales opportunities within company systems.

Qualifications and Experience

• Minimum of 5 years of experience in field service operations involving industrial equipment or similar capital equipment.
• At least 3 years of experience managing, supervising or dispatching field service technicians.
• Proven experience selling service contracts, preventative maintenance programs or aftermarket services.
• Experience managing departmental or branch financial performance, including revenue, gross margins, labour rates, utilization and job costing.
• Demonstrated ability to schedule and coordinate a mobile workforce across multiple customer sites.
• Strong business development skills, including proactive telephone prospecting and in-person customer relationship management.
• Proficiency with CRM systems and standard office software.
• Valid driver's licence.
• Experience working for a capital equipment dealer, distributor or industrial equipment service provider.
• Technical diploma or trade background in mechanical, electrical or industrial maintenance.
• Experience establishing and managing subcontracted or third-party service networks.
• Familiarity with metal fabrication environments and industrial machinery, including CNC equipment, cutting systems or machine tools.

Compensation

• Base salary: $85,000–$105,000 annually, depending on experience.
• Benefits package, with details to be confirmed.
• Opportunity to lead the growth and development of an expanding industrial equipment service department.

Fuze HR Solutions is committed to building a diverse, accessible, and equitable workforce. Our approach is twofold. Both internal, where we focus on creating a diverse and inclusive environment for our employees, and external, where we source and recruit from the most diverse candidate pools. Our teams are educated on current best practices at attracting, retaining, and working with the most talented and diverse candidates. As an equal opportunity employer, we are committed to accommodating every candidate and encourage those who identify as a member of a visible minority group, or a person with a disability and requiring specific accommodations, to apply. For all questions, comments and feedback on our diversity and inclusion programs and policies or to request information relating to accommodation measures, please contact your local Fuze HR Solutions branch. We thank all applicants for their interest. However, only those selected for an interview will be contacted. At Fuze HR, we may use AI-powered tools to assist with some of the behind-the-scenes tasks in recruitment. These tools help us work more efficiently and stay organized, but all final hiring decisions are made by our team of real people. This posting is for an existing vacancy. #ONEN