Service Manager

We are looking for a talented Service Manager to join our team specializing in Service for our Ottawa , Ont., branch.

Job Summary:

Manages service operations, workshop or field, that provide retail or distributor product or application services. Manages department personnel along with the departmental budget.

In this role, you will make an impact in the following ways:

• Service operations leadership - Overseeing all service staff and supervisors to ensure smooth, efficient daily operations and rapid resolution of complex issues.
• Performance coaching - Providing timely, constructive feedback that strengthens individual performance and accelerates employee growth.
• Employee development - Creating meaningful development opportunities that build capability, confidence, and long-term career progression.
• Continuous improvement - Leading process reviews and implementing improvements that align with evolving customer expectations and organizational goals.
• KPI management - Monitoring service performance metrics, identifying gaps, and taking decisive action to address issues and capitalize on opportunities.
• Quality and workload oversight - Ensuring work output consistently meets company standards while maintaining high levels of customer satisfaction.
• Trend analysis - Spotting operational trends early and initiating changes that protect service levels and support business objectives.
• Customer relationship building - Maintaining positive, professional relationships with key customers and ensuring service operations meet or exceed their expectations.

• This is a 100% on-site role
• Provide site-level leadership for service operations across two physical buildings, with primary daily presence at the main location while ensuring both sites are properly supported, maintained, and aligned with operational expectations.
• Lead the in-shop and field service Power Generation team, including daily workload prioritization, issue escalation, team performance follow-up, and coordination with internal functions to resolve customer or operational concerns.
• Act as the primary site leader for safety, customer satisfaction, employee engagement, continuous improvement, and compliance with company policies, quality standards, and health, safety, and environmental requirements.

• Demonstrated experience leading service, operations, or field support teams in a customer-facing environment.
• Strong leadership, communication, and problem-solving skills, with the ability to prioritize work, manage escalations, and influence cross-functional teams.
• Solid understanding of Power Generation service operations, including in-shop and field service activities, customer support processes, safety practices, and performance metrics.
• Ability to manage multiple priorities across more than one physical location while maintaining focus on safety, quality, customer satisfaction, and employee development.
• Bilingual French/English communication skills are preferred.
• Previous experience as a Service Manager, Site Leader, Branch Manager, or similar operational leadership role supporting Power Generation, field service, or industrial service operations.

• To obtain this license, you must be legally authorized to work in Canada.

• Financial acumen - Using financial indicators to guide decisions, protect margins, and ensure service operations support business goals.
• Action orientation - Moving quickly on new opportunities and challenges to maintain momentum and deliver timely results.
• Effective communication - Tailoring messages to different audiences to ensure clarity, alignment, and strong cross-functional collaboration.
• Customer focus - Building strong relationships and ensuring service delivery consistently meets or exceeds customer expectations.
• Talent development - Coaching employees, creating growth pathways, and strengthening the team's long-term capability.
• Accountability - Setting clear expectations, following through on commitments, and ensuring others deliver reliably.
• Process optimization - Streamlining workflows and driving continuous improvement to enhance efficiency and service quality.
• Service capability & documentation - Applying service capability metrics and maintaining accurate documentation to support consistent, high-quality service delivery. Education, Licenses, Certifications: College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required. This position may require licensing for compliance with export controls or sanctions regulations. Experience: Significant level of relevant technical experience, including supervisory experience, required.