Regional Service Manager - Ontario
Full-Time, Permanent
Location: Ontario; office currently in Richmond Hill and expected to relocate
Schedule: Monday to Friday, 9:00 a.m. to 5:00 p.m.
Work Arrangement : Hybrid: approximately three days per week in the office or visiting technicians and customers
Travel: Approximately two days per week throughout Ontario; occasional overnight travel may be required
Compensation: Base salary up to approximately $130,000, plus a 13% annual performance bonus
Perks:
- Competitive compensation with a base salary of up to approximately $130,000, depending on experience
- 13% annual performance bonus, paid once per year
- Prorated first-year bonus based on the employee’s start date
- Group benefits, including dental and vision coverage, beginning after one month
- Company pension plan with employer matching, beginning on the first day of employment
- Company vehicle and 407 transponder provided for business travel
- Company-provided laptop and required business technology
- Short-term and long-term disability benefits
- Wellness program
- Scholarship program
- Training reimbursement program
- Supportive, family-oriented work environment
Company Overview
Our client is a leading supplier of equipment, systems, and service solutions for the food industry. The organization offers a broad portfolio that includes cooking, food preparation, refrigeration, bakery, warewashing, waste-management, weighing, wrapping, and labelling systems.
Position Overview
The Regional Service Manager is responsible for the operational, financial, and people leadership of the Ontario service region. The role oversees three Service Area Managers and approximately 47 field service technicians, with accountability for customer relationships, service delivery, operational efficiency, revenue growth, and the financial performance of an approximately $20-million region.
This leader serves as the senior point of accountability for the service business in Ontario and must balance strategic planning, financial management, customer relationship management, employee engagement, safety, and field operations. The successful candidate must be equally comfortable reviewing forecasts, coaching managers, resolving customer escalations, developing talent, and supporting a large mobile workforce.
management level and be able to lead employees, engage customers, and make sound operational and performance decisions from the outset.
Travel Requirements
The position requires travel throughout Ontario approximately two days per week. Most travel will involve visiting technicians, customers, and service locations. The individual should generally be able to return home in the evening, although occasional overnight travel may be required.
Key Responsibilities
Strategic Planning
- Develop regional strategies aligned with corporate objectives and service-growth priorities.
- Identify opportunities for operational improvement, market expansion, and profitable growth.
- Support business transformation initiatives and organizational change.
- Evaluate regional performance and implement corrective action plans when targets are not being achieved.
Operational Leadership
- Lead all day-to-day service operations across the Ontario region.
- Ensure service delivery standards are consistently met or exceeded.
- Monitor workload, response times, call completion rates, technician productivity, utilization, and customer satisfaction metrics.
- Work closely with dispatch and service-management teams to ensure appropriate technician coverage and resource allocation.
- Drive continuous improvement initiatives that strengthen efficiency, service quality, and profitability.
- Ensure service employees operate in accordance with company policies, procedures, and operational standards.
- Support the implementation of new technologies, service offerings, operating processes, and company initiatives.
Customer Relationship Management
- Maintain strong relationships with key customers and strategic accounts.
- Serve as the senior escalation point for customer concerns, service disputes, and major service issues.
- Partner with customers to understand operational requirements and improve service outcomes.
- Conduct regular customer business reviews and site visits.
- Identify opportunities to improve customer satisfaction, retention, and long-term partnerships.
- Support regional sales and service initiatives that contribute to revenue growth.
Financial Management and Business Performance
- Own the financial performance of an Ontario service business representing approximately $20 million in annual revenue.
- Manage revenue, profitability, labour efficiency, technician utilization, and cost control.
- Develop, manage, and execute annual operating plans and budgets.
- Produce monthly revenue forecasts and financial outlooks.
- Analyze P&L statements, service margins, overtime costs, labour utilization, and operational performance metrics.
- Identify business risks and establish corrective action plans when financial or operating targets are missed.
- Monitor subcontractor spend, fleet expense, tools, training, and operating overhead.
- Approve expenditures within assigned authority levels and support long-range regional growth planning.
Leadership and People Management
- Lead, coach, and develop Service Area Managers, service leaders, and support personnel.
- Establish clear performance expectations and conduct performance reviews and development planning.
- Create a culture of accountability, safety, teamwork, employee engagement, and customer focus.
- Coach managers on employee relations, performance management, conflict resolution, and leadership effectiveness.
- Manage difficult performance issues with consistency, fairness, and sound judgment.
- Partner with Human Resources on workforce planning, succession planning, employee engagement, and retention.
- Build credibility with technicians and maintain effective communication across a geographically dispersed workforce.
Talent Acquisition and Workforce Planning
- Participate in candidate selection, interviewing, and hiring decisions.
- Develop staffing plans aligned with growth projections and service demand.
- Ensure onboarding programs are effectively executed for new employees.
Training and Technical Development
- Ensure technicians and Service Area Managers receive appropriate technical, safety, and leadership training.
- Identify skill gaps and implement development strategies.
- Promote knowledge sharing, mentoring, and continuous improvement across the region.
Safety, Compliance, and Risk Management
- Champion a safety-first culture throughout the region.
- Ensure compliance with all health, safety, environmental, and regulatory requirements.
- Monitor safety performance, safety KPIs, and compliance reporting.
- Coordinate investigations into accidents, incidents, and near misses and ensure corrective actions are implemented.
- Verify that technicians maintain required certifications, licences, and training credentials.
Project, Contractor, Fleet, and Asset Management
- Provide leadership and oversight for installation and special-project activities.
- Manage subcontractor relationships, performance expectations, service quality, and compliance.
- Oversee regional fleet management, including maintenance, licensing, and replacement planning.
- Ensure technicians are properly equipped with tools, vehicles, technology, uniforms, and personal protective equipment.
- Monitor asset utilization and maintain effective inventory-control processes.
Key Performance Indicators
- Revenue growth and service profitability.
- Technician utilization, productivity, and labour efficiency.
- Customer satisfaction, retention, and escalation resolution.
- Employee engagement, retention, and leadership effectiveness.
- Forecast accuracy, budget performance, and cost control.
- Response and completion times.
- Safety performance and compliance.
- Training, certification, workforce capacity, and staffing effectiveness.
- Credible with both field technicians and senior leadership.
- Experienced in leading organizational improvement rather than developing into a first senior leadership role.
Required Experience and Qualifications
- Diploma or bachelor's degree in Business Administration, Management, Engineering, Technical Services, or a related discipline preferred; equivalent industry experience will be considered.
- Seven or more years of service management, operations leadership, or technical field-service experience.
- A minimum of three to five years leading managers, supervisors, or multi-site service operations.
- Proven experience managing a P&L, budgets, forecasts, and financial performance.
- Experience leading large mobile workforces and field-service teams across a broad geographic region.
- Demonstrated success improving operational efficiency, technician productivity, service quality, and business performance.
- Strong customer-facing leadership and relationship-management experience.
- Excellent coaching, mentoring, performance-management, conflict-resolution, and decision-making skills.
- Ability to interpret and act on operational and financial data.
- Project-management and organizational skills.
- Proficiency with Microsoft Office and service-management systems.
- Willingness and ability to travel throughout Ontario approximately two days per week.
Transferable Industry Experience
Direct commercial kitchen-equipment experience is not mandatory. Candidates may come from service-intensive industries that operate large mobile technician teams, including:
- HVAC.
- Compressors.
- Commercial food-service equipment.
- Industrial equipment.
- Mechanical or technical field services.
- Other businesses operating large mobile service teams.
Work Location: Hybrid remote in Ontario
