Appliance Service Repair Manager

OSLRS; Mississauga; On-site; CAD 78,000 - 83,000; Full time

Job summary

A retail service provider in Mississauga is seeking an experienced Appliance Service Repair Manager to lead the service support infrastructure for home appliances. This role involves ensuring high-quality repair services, managing service centers nationwide, and providing strategic direction to the sales team. The ideal candidate will have over 3 years of technical training experience and a strong proficiency in MS Office applications. The position offers a competitive salary with comprehensive benefits.

Benefits

Competitive salary

Comprehensive benefits

RRSP matching program

Training and development opportunities

Qualifications

• 3+ years of experience as a technical trainer, assistant service manager, or service manager.
• 3+ years of technical support experience with home appliance products.
• Thorough understanding from direct repair work or integrated sales of high-end home appliances.

Responsibilities

• Manage the operation of all authorized service centers nationwide.
• Provide strategic planning and direction to the sales team.
• Ensure optimization of the Service Network for full product coverage.

Skills

Strong proficiency in Excel

Strong proficiency in Word

Strong proficiency in PowerPoint

Technical training experience

Technical support experience

Job description

Overview

At OSL Retail Services, we believe people are the heart of everything we do, and it is an exciting time to be part of something special! Our moment is growing, and is fueled by innovation, collaboration, and a shared entrepreneurial spirit that drives real results. Founded in 2012 in Mississauga, Ontario, OSL delivers customized sales solutions in retail, direct sales, and customer acquisition, all built on a foundation of integrity, respect, and passion. Our culture thrives on connection, purpose, and growth. If you’re looking for a place where your talents are valued, your ideas matter, and your career can grow, we’d love to meet you.

The Opportunity

We are currently seeking a Appliance Service Repair Manager, to lead and manage the Service Support Infrastructure supporting home appliance products. This role is instrumental in developing and enhancing the national service network that delivers best-in-class service to consumers and retailers. The successful candidate will ensure the appliance service network is equipped, trained, and aligned to deliver outstanding repair quality and customer satisfaction, leading to top-tier customer survey results. The position also ensures retail partners are equipped with all necessary technical and service‑related information for appliances.

What you’re responsible for:

• Responsible for the operation of all authorized service centers, including quality and customer service on a national scale.
• Strategic planning and direction to the sales team and product quality monitoring to ensure best-in-class service.
• Ensure that the Service Network is optimized for full product coverage across the country. Develop and carry out training programs.
• Develop programs and processes that will ensure service calls are consistently handled more effectively, and the overall quality of the repairs are increased to industry benchmark levels.
• Ensure all reports are completed on a daily, weekly and monthly basis.
• Ensure that all KPIs (re-do repair, repair time, first time completion) are met and mandated.
• Reduce the overall service expenses while simultaneously improving repair quality and customer service.
• Access new product information and products for use as samples for training.
• Ability to achieve difficult KPIs by gaining the consistent support and cooperation of the 3rd party service network.
• Access to detailed “repair type” information, by product and inquiry. Use to action issues that will reduce the number of service calls and increase customer satisfaction.

To join our team:

• Strong proficiency in Excel, Word, PowerPoint and other MS Office applications.
• Thorough understanding from direct repair work or integrated sales of high‑end home appliances (such as Samsung, Sub‑Zero, Wolf, Miele, Thermador, Viking, Gaggenau and Monogram).
• Highly motivated to take on new tasks and responsibilities with excellent time‑management skills.
• 3+ years of experience as a technical trainer, assistant service manager, or service manager or a combination preferred.
• 3+ years of technical support experience with home appliance products preferred.

What we offer:

• A competitive base salary of $78K‑$83K plus bonus and other perks.
• Comprehensive benefits.
• RRSP matching program.
• Training and development opportunities to grow your career with one of Canada’s best managed companies.
• As supportive workplace culture and work environment.

The Interview Process

• Step 1: If your profile is a match, we will invite you for a first conversation with the recruiter.
• Step 2: The next step is a virtual conversation with the hiring manager.
• Step 3: The final step is an in‑person interview with the hiring manager and extended team members.

If this sounds like you and you’re excited to be a member of our team, please apply now.

We thank all interested applicants; however, only qualified candidates will be contacted. This position requires successful completion of a criminal background check.

Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender or gender identity. We believe in diversity and encourage any qualified individual to apply.