Regional Service Manager

POSITION SUMMARY:

The Regional Service Manager is accountable for the overall performance of an assigned territory, including revenue growth, profitability, technician development, and customer satisfaction. The role combines leadership with hands-on technical oversight: building long-term client relationships, expanding the service area into new accounts, and maintaining the capability to service both the company's own equipment and competitive makes.

The position also drives process improvement, technician skill development, and execution of field operations strategy. This is an in-office role based in the Greater Toronto Area, covering a designated territory, with travel to customer and technician sites required up to 60 percent of the time.

KEY RESPONSIBILITIES:

• Lead, develop, and directly manage the Field Service Technicians covering the territory.
• Coach and train the regional team, giving regular feedback and creating conditions in which people can do well and advance.
• Direct daily service operations across the territory, assigning and balancing workload among technicians.
• Serve as the primary point of contact linking field technicians, key accounts, and internal teams.
• Build and protect relationships with key accounts, making sure service levels hold up over the life of the relationship.
• Review service quality and customer experience against company standards, efficiency targets, and productivity goals.
• Track recurring operational issues and customer complaints, and put fixes in place that stop them repeating.
• Own the regional budget and track spending against it.
• Keep a close eye on regional profitability, reviewing service analytics to inform feedback and improvement recommendations.
• Grow the territory by adding customers and strengthening the company's position in the market.
• Keep the region able to service competing manufacturers' equipment so the customer base can widen.
• Hold the region to safety requirements and oversee inventory and parts logistics.
• Spot gaps in how the region operates and drive corrective action.
• Keep current on regulations, standards, and new tooling, materials, and methods in the field.
• Other duties as assigned.

QUALIFICATIONS:

Experience

• Working knowledge of the equipment service business, including field operations and territory management.
• 2-5 years in service management or field operations leadership.
• Enough technical grounding to assess field work and improve how it is carried out.

Technical Skills

• Able to read and interpret electrical schematics and diagrams.
• Working knowledge of PLC controllers, low-voltage control circuits, and three-phase power.
• Proficient with Microsoft Office applications (Excel, Word, Outlook, PowerPoint) and ERP systems such as SAP, Oracle Cloud, or Microsoft Dynamics.

Professional Attributes

• Supportive leadership style with sound judgment in handling people and situations.
• Customer-focused and resourceful in a fast-moving operating environment.
• High standards of integrity and professional conduct.
• Reliable under deadline pressure, with clear ownership of commitments.
• Strong attention to detail and accuracy.
• Willingness to travel as the territory requires.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS:

• Able to stand, walk, bend, kneel, stoop, crouch, climb, and grip with the hands on a regular basis.
• Able to lift and move up to 50 pounds (approximately 23 kg).
• Visual acuity sufficient for close and distance work, including colour vision, peripheral vision, and depth perception.
• Extended periods of sitting while travelling or working at a computer.
• Valid driver's licence and a driving record acceptable to the company's insurer.
• Maintain a professional appearance appropriate to a customer-facing role.

SAFETY AND PRE-EMPLOYMENT:

• Must comply with the Ontario Occupational Health and Safety Act (OHSA) and its regulations, together with company safety policies and procedures.
• Employment is contingent on successful completion of a background check.