Bilingual Senior Service Manager - Hybrid

Canon Canada; Montreal; Híbrido; CAD 110.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health coverage

RRSP matching

Paid time off

Education assistance

Product discounts

On-site gym

Descripción de la vacante

Canon Canada is seeking a Senior Service Manager to drive regional change under 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 define KPIs and budgets, monitor performance, and collaborate with sales and support on outcome-based contracts while identifying expansion opportunities that capture market share.

Formación

• Bachelor’s degree required; post-secondary with 5 years in a management position may substitute.
• Minimum 8 years related experience, 3 years in management.
• Bilingual (French & English).
• Advanced project/process management to lead change adoption.
• Analytical skills to review performance, P&L metrics and efficiency data.

Responsabilidades

• Direct and empower regional Field Service Managers and Technicians to drive execution during transitions.
• Manage regional financial performance, revenue growth, margin expansion and cost efficiencies.
• Translate service strategy into regional tactics aligning operations, sales and support.
• Establish regional KPIs, conduct evaluations, and coach teams for evolving service models.
• Personally resolve complex customer escalations to protect key accounts.
• Leverage performance data and incident management to improve first-time fix rates and reduce downtime.
• 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.
• Collaborate with regional sales leadership on contracts, pricing and expansion opportunities.
• Optimize territory boundaries, staffing, and technician skill distribution for SLA delivery.

Conocimientos

Leadership

Change management

P&L management

KPI setting

Strategic planning

Escalation handling

Continuous improvement

Data analysis

Remote monitoring

Educación

Bachelor’s Degree in Business Administration

Herramientas

Salesforce

Workday

Oracle

Therefore

S21 DS

Descripción del empleo

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.