Service manager

Service Manager

Pointe Claire, QC

Founded in 1991, the Mircom Group of Companies is North America’s largest independent designer, manufacturer and distributor of intelligent building and life safety solutions. Reaching customers in over 100 countries worldwide, our portfolio includes: fire detection & alarm, communications & security, mass notification, nurse call, and building automation & smart technologies.

Mircom’s mission is to save lives and protect property by providing a line-up of innovative and advanced solutions which are scalable to satisfy diverse user demands, from small buildings to the largest complexes. Our unwavering commitment to North American manufacturing enables us to offer the highest quality and best competitive value across our vast range of products and solutions.

Summary:

The Service Manager leads the Pointe-Claire service operation with primary accountability for people leadership, workforce planning, employee development, customer service, and safe, compliant execution. The role builds a high-performing, bilingual team by setting clear expectations, coaching employees, managing performance consistently, and ensuring field and administrative resources are aligned with customer commitments and branch objectives. This is a full-time permanent role based out of our facility in Pointe Claire, QC

Key Responsibilities:

• Lead, support and develop service technicians, coordinators and other assigned employees through regular one-on-one meetings, team meetings, field engagement and timely feedback.
• Set clear role expectations, priorities and standards of conduct, and reinforce accountability through fair, consistent and well-documented management practices.
• Coach employees on technical growth, customer communication, productivity, teamwork and career development; maintain practical training and development plans.
• Lead onboarding and integration of new employees, ensuring they understand Mircom processes, safety expectations, customer standards, systems and escalation paths.
• Address attendance, conduct, performance and workplace concerns promptly and respectfully in partnership with Human Resources and in accordance with company policy and applicable Quebec requirements.
• Promote employee engagement, collaboration and knowledge sharing across service, projects, sales, administration and technical support.
• Build a respectful, inclusive and harassment-free work environment where employees can raise concerns and receive clear follow-up.

• Plan technician capacity, assignments, on-call coverage and daily schedules based on skill, certification, geography, customer priority and operational risk.
• Monitor workload, utilization, overtime, backlog, response commitments and staffing gaps; rebalance resources and escalate constraints before customer delivery is affected.
• Ensure dedicated service resources remain available for service priorities while coordinating exceptions early and respecting previously committed customer obligations.
• Maintain fast alignment when technicians are requested by another function by confirming business priority, timing, replacement coverage and customer impact before reassignment.
• Partner with coordinators to maintain schedule visibility, confirm job readiness, reduce avoidable downtime and provide technicians with the information, tools and materials required to succeed.
• Review service quality, work-order documentation, time entry and customer follow-up, and coach employees where standards are not met.
• Create a customer-focused culture while meeting branch targets and responsibly managing labour hours, operating costs, fleet and service resources.

• Lead the team in compliance with Mircom policies, Quebec labour standards, occupational health and safety obligations, and other applicable provincial and municipal requirements.
• Ensure employees receive appropriate orientation, job-specific training, safe-work procedures, personal protective equipment and supervision for the work assigned.
• Communicate known and foreseeable hazards, verify that controls are understood, and ensure incidents, near misses and unsafe conditions are reported, investigated and followed through to corrective action.
• Coordinate work requiring Quebec construction-industry credentials, licences, permits or site access requirements, including CCQ, ASP Construction and RBQ-related considerations where applicable to the scope.
• Ensure fire-alarm inspection, service, testing, verification and documentation are completed by appropriately qualified personnel and in accordance with applicable codes, standards, manufacturer requirements and authorities having jurisdiction.
• Support employees in French and English and ensure day-to-day team communications, instructions and customer interactions are delivered in the language required for effective and compliant operations in Quebec.
• Partner with Human Resources on accommodation, leave, return-to-work, progressive discipline and employee-relations matters, maintaining confidentiality and appropriate documentation.

• Establish clear ownership for customer escalations and ensure employees have the direction and authority needed to resolve issues professionally.
• Maintain effective relationships with customers, contractors, engineers, building officials and internal partners while protecting employee safety and workload sustainability.
• Provide leadership visibility into service risks, staffing needs, recurring customer concerns and process improvements, supported by accurate operational data.
• Lead change with clear communication, employee involvement, practical training and follow-up so new processes are understood and consistently adopted.

Requirements and Skills:

• 5 years or more of progressive experience in service operations, fire and life safety, building systems, or a comparable field-service environment.
• Demonstrated experience directly leading technicians and administrative or coordination employees, including coaching, performance management, workload planning and conflict resolution.
• Strong knowledge of field-service scheduling, customer escalation management, labour planning, operational controls and continuous improvement.
• Working knowledge of Quebec employment, workplace health and safety, and construction-sector requirements relevant to managing field employees.
• Bilingual communication skills in French and English, with the ability to lead employees and support customers in both languages.
• Post-secondary education in management, business, engineering technology, electronics, fire protection or a related discipline, or an equivalent combination of education and experience.
• Fire-alarm industry experience and relevant technical credentials are strong assets, including CFAA or equivalent provincial recognition, manufacturer training, ASP Construction, and familiarity with CCQ/RBQ requirements where applicable.
• Strong judgment, organization, emotional self-management and communication skills, with the ability to make timely decisions in a high-priority service environment.
• Proficiency with Microsoft 365 and service-management or ERP systems; valid driver’s licence and ability to travel to customer and employee work locations as required.
• Ability to participate in after-hours escalation coverage when operationally required.

What Mircom Offers:

• A great collaborative and working environment with opportunity for career advancement and professional growth
• Competitive salary
• Group Insurance benefits
• Company RRSP program
• The opportunity to lead a skilled team delivering mission-critical life-safety services across Quebec

We would like to thank all applicants for their interest in this position however only those selected for interviews will be contacted.

Mircom Group of Companies is an equal opportunity employer, considering all applicants regardless of cultural origin, religion, marital status, sexual orientation, family status, disability or any other grounds set out in the Human Rights Act. Mircom is committed to providing a welcoming and inclusive working environment for all people with disabilities, with respect and dignity. Accommodations will be made available to candidates with special needs, upon request, throughout the recruitment process.

Disclaimer: Mircom does not accept resumes from employment agencies, headhunters or recruitment service providers that do not have a formal contractual agreement with us. Our agreements with recruitment service providers are limited to specific hiring needs and do not include this or other job postings. Any resume or other information received from a supplier that has not been previously authorized by Mircom to provide resumes for this posting or website will be considered unsolicited.