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.
