Job Description: Our client, a well-established leader in the industrial equipment manufacturing industry, is now seeking a Service Manager to join their operations team! This is an excellent opportunity for a customer-focused professional with strong leadership abilities, technical aptitude, and a passion for delivering exceptional service.
Reporting to the Director of Operations, the Service Manager will oversee all aspects of customer support, service operations, facility coordination, and warranty processes. This individual will serve as a key point of contact for customers and internal stakeholders, ensuring concerns are addressed promptly and effectively while continuously driving service excellence throughout the organization.
The successful candidate will lead and support service-related activities, oversee repair and warranty processes, manage customer escalations, and contribute to ongoing operational improvements. Occasional local travel within Southern Ontario may be required for customer site visits, troubleshooting, and service support.
Job Location: St. Thomas, Ontario
Job Type: Full-time, permanent.
Compensation: $60,000 - $70,000 a year to start + paid time off + extended health/dental/vision benefits + PPE coverage + pension plan + profit sharing & more!
Shift Structure: Day shift – Monday to Friday from 8:00 am to 5:00 pm with 1-hour lunch break & some flexibility in start/finish times.
Key Responsibilities:
· Champion a customer-first culture and promote exceptional service throughout the organization
· Manage customer inquiries, concerns, and escalations, ensuring timely and effective resolution
· Coordinate and oversee equipment repair and warranty processes
· Collaborate with internal departments and external partners to achieve positive customer outcomes
· Supervise and support service personnel, providing leadership and guidance as required
· Assist with facility-related activities and general operational support initiatives
· Analyze service processes and identify opportunities for continuous improvement
· Conduct occasional field visits for troubleshooting, service support, and customer engagement
· Maintain accurate service records, documentation, and reporting
Requirements/Qualifications:
· Previous experience in a customer service, service management, or operations leadership role
· Strong communication and interpersonal skills with the ability to build relationships at all organizational levels
· Previous experience supporting warranty, repair, or after-market service operations
· Previous experience working within an ISO 9001 or quality-focused environment is an asset
· Exceptional organizational and time-management abilities
· Strong attention to detail and problem-solving skills
· Mechanical and/or electrical aptitude
· Ability to manage multiple priorities in a fast-paced environment
· Proficiency with Microsoft Office applications
Desired Skills/Preferred Experience:
· Previous experience within industrial equipment manufacturing, or related industries
· Ability to speak and/or write in French is considered an asset
Apply Today!
Note – AI-assisted tools may be used to help assess or shortlist candidates. All final hiring decisions are made by our team.
Pay: $60,000.00-$70,000.00 per year
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount
- Vision care
Application question(s):
- Are you comfortable with occasional travel across Southern Ontario for field work/repairs as required?
Experience:
- Leadership/Supervisory: 1 year (preferred)
Work Location: In person
