Job Description Job Description

Maintenance & Service Manager

Position Summary

We are seeking a customer-focused Maintenance & Fabrication Service Manager to lead field service operations across multiple customer locations. This role is responsible for delivering responsive, high-quality service that improves equipment reliability, minimizes customer downtime, and builds long-term customer relationships.

The ideal candidate combines technical knowledge of conveyor systems, material-handling equipment, and industrial mechanical systems with strong leadership, communication, and problem-solving skills. They will lead and develop service teams, coordinate resources, manage customer expectations, and drive service quality, safety, and operational performance.

Key Responsibilities

Customer Relationships: Build and maintain strong customer relationships, understand customer needs, communicate service plans and updates, and ensure issues are resolved promptly and professionally.
Field Service Leadership: Lead, coach, and develop field service technicians, establishing clear expectations for performance, accountability, safety, and customer service.
Service Operations: Oversee service scheduling, technician assignments, repairs, and preventive maintenance across customer sites to meet service commitments and minimize equipment downtime.
Equipment Reliability: Provide technical leadership for conveyor systems, material-handling equipment, and associated mechanical systems, emphasizing quality repairs, root-cause analysis, and prevention of recurring issues.
Performance Management: Monitor key metrics such as customer satisfaction, response times, equipment uptime, repeat service calls, technician productivity, and service costs.
Resource & Cost Management: Manage staffing, service resources, parts, and budgets to deliver efficient, cost-effective service without compromising quality.
Safety & Quality: Ensure all work meets applicable safety requirements, customer site standards, and company quality expectations.
Continuous Improvement: Use customer feedback and service performance data to identify improvement opportunities, strengthen service delivery, and support customer retention and business growth.
Cross-Functional Collaboration: Partner with sales, operations, and project management to align service delivery with customer expectations and business objectives.
Customer Site Visits: Visit customer locations to assess equipment performance, address concerns, and identify opportunities for proactive maintenance and improved reliability.

Qualifications

Proven leadership experience in field service, technical service, or industrial equipment maintenance within industrial, warehouse, distribution, or material-handling environments.
Strong customer service skills with the ability to build relationships, manage expectations, and resolve escalated issues.
Technical knowledge of conveyor systems, material-handling equipment, and industrial mechanical systems.
Experience leading field service technicians across multiple customer locations.
Knowledge of preventive maintenance, troubleshooting, equipment reliability, and service performance metrics.
Experience with scheduling, resource allocation, budgeting, and cost control.
Strong communication, organizational, decision-making, and problem-solving skills.
Commitment to safety, quality, accountability, and employee development.
Familiarity with maintenance or field service management software is an asset.
Ability to travel to customer sites as required.

We are an equal opportunity employer and make employment decisions without regard to legally protected characteristics, in accordance with applicable law.

Regional Industrial Equipment Company

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