Bilingual Senior Service Manager - Hybrid

Canon Canada Inc; Montreal; Hybrid; CAD 120,000 - 160,000; Full time

Benefits offered by this job

Comprehensive health coverage

Life insurance and disability

Vacation, Personal Time & Sick days

RRSP matching & Profit-sharing

Tuition assistance for continuing ed.

Canon product discounts

On-site amenities

Employee gym & referral program

Peer-to-peer recognition program

Job summary

Canon Canada Inc. is seeking a Senior Service Manager to drive regional change under the Director of Service. You will optimize regional P&L, lead regional teams through change, and implement service-led growth initiatives to exceed SLAs and market expectations.

You will establish KPIs and budgets, monitor performance, and partner with sales on expansion opportunities. The role requires bilingual French/English and a strong background in service leadership within a hybrid work setting.

Qualifications

• Bachelor’s Degree in Business Administration or equivalent; combination of post-secondary with management experience may substitute.
• Minimum 8 years of related experience, including at least 3 years in management.
• Bilingual: French & English required.
• Advanced project/process management skills to lead change adoption and guide teams through new service delivery models.
• Advanced analytical skills to review performance reports, P&L metrics, and operational data.
• Strong time management and multi-tasking abilities within a defined region.
• Proficiency with Google Workspace, Salesforce, Workday, and Oracle; experience with DSD products is an asset.

Responsibilities

• Direct and empower a high-performing team of Field Service Managers and Technicians.
• Manage regional P&L and drive revenue-generating strategies.
• Translate enterprise service strategy into regional tactics.
• Establish regional KPIs and conduct performance evaluations.
• Personally resolve complex customer escalations using root-cause analysis.
• Leverage performance data and incident frameworks to improve first-time fix rates.
• Accelerate deployment of next-generation service tools (IoT, predictive maintenance, remote support).
• Ensure field teams are trained and compliant with updated protocols and safety standards.
• Partner with regional sales to deploy outcome-based contracts and identify expansion opportunities.
• Optimize territory boundaries, staffing levels, and technician skill distribution.

Skills

Team leadership

Change management

P&L management

Strategic planning

Performance analytics

Budgeting

Cross-functional collaboration

Bilingual: French/English

Education

Bachelor’s Degree in Business Administration

Tools

Google Workspace

Salesforce

Workday

Oracle

S21 DS

Therefore

Job description

As the Senior Service Manager, you will be responsible for executing and driving regional change under the strategic direction of the Director of Service. You will optimize regional P&L, implement service-led growth initiatives, and lead regional teams through change to consistently exceed SLAs and market expectations. You will also define Key Performance Indicators for the service team in your region, and regional budgets, and monitor overall performance.

Key Responsibilities:

• Team Leadership & Change Management: Direct and empower a high-performing team of Field Service Managers and Technicians, driving cultural alignment, high engagement, and smooth execution during operational transitions.
• P&L Optimization: Manage regional financial performance, driving revenue-generating strategies, margin expansion, and cost efficiencies.
• Strategic Execution: Translate enterprise service strategy into actionable regional tactics, aligning local service operations, sales, and support functions around shared growth objectives.
• Performance & Talent Development: Establish clear regional KPIs, conduct structured performance evaluations, and provide coaching to build team capabilities for evolving service models.
• Tier 3 Escalations: Personally resolve complex customer escalations using root-cause analysis to protect key account relationships and rebuild client trust.
• Continuous Improvement: Leverage regional performance data and incident management frameworks to optimize first-time fix rates, reduce equipment downtime, and eliminate operational bottlenecks
• Technology & Process Adoption: Accelerate the deployment of next-generation service tools (IoT, predictive maintenance, remote support) to transition operations from reactive repairs to proactive equipment management.
• Technical Readiness: Ensure field teams are fully trained and compliant with updated operational protocols, safety standards, and advanced product lines.
• Sales & Cross-Functional Alignment: Partner with regional sales leadership to assist with deploying outcome-based contracts, strategic pricing, and identifying expansion opportunities that capture market share.
• Workforce & Resource Allocation: Optimize territory boundaries, staffing levels, and technician skill distribution to maximize resource utilization and SLA delivery across the region.

To Succeed, You Will Need:

• Bachelor’s Degree in Business Administration is required (Post-Secondary with 5 years in a management position may substitute for the educational requirement).
• Minimum of 8 years related experience, with 3 years in management.
• Bilingual (French & English).
• Advanced project/process management skills are required to lead change adoption and guide teams through new service delivery models seamlessly. Execute regional transformation and service improvement programs.
• Advanced analytical skills are required to review performance reports, P&L metrics, and operational efficiency data.
• Advanced time management/multi-tasking skills are required to balance priorities of Manager’s sales requests in a defined region.
• Intermediate computer/technical skills are required to use Google Workspace, SalesForce, Workday, and Oracle.
• Intermediate experience with S21 DS, Oracle and Therefore is considered an asset.
• Experience operating DSD product line is considered an asset.

Why Join?

HYBRID WORK:

• This position offers a Hybrid work schedule. You will be required to be in the office Mondays, Wednesdays and Thursdays each week, with the ability to work from home for the remainder of the week (subject to specific business needs requiring office attendance).
• When working from home, a reliable internet connection is required. Remote work is supported with cloud-based applications and collaboration tools.

BENEFITS:

• Comprehensive health coverage plan that includes medical, dental and vision.
• Life insurance, disability and wellness programs.
• Vacation, Paid Personal Time and Sick days.
• Matching RRSP Contribution & Profit-Sharing Program.
• Tuition Assistance Program for Professional Continuing Education.
• Discounts on Canon products, retailers, memberships and more!

EMPLOYEE PERKS:

• Free coffee and snacks.
• On-site cafeteria and outdoor patio.
• Employee gym and fitness centre.
• Employee referral program.
• Inspire Program, online peer-to-peer recognition for redeemable points on hundreds of products.
• Community involvementEmployee Appreciation Events.

One (1) current vacancy exist.

Canon Canada Inc. is committed to transparent and fair compensation and job postings. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.