Field Service Manager

Manpower Canada; Brampton; On-site; CAD 100,000 - 110,000; Full time

Job summary

A leading company in the forklift industry is looking for a Field Service Manager in Brampton. The ideal candidate will have 3-4 years of experience in maintenance management. Responsibilities include managing a team of technicians, customer support, and performance tracking. The role requires strong leadership skills and technical knowledge. The salary ranges from 100k to 110k plus benefits, with working hours from 8 am to 5 pm in-office.

Benefits

Benefits

Qualifications

• Proven experience in field service management, preferably in the material handling equipment or forklift industry.
• Strong technical knowledge of forklifts and maintenance procedures.
• Excellent leadership and team management skills.

Responsibilities

• Recruit, train, and support a team of field service technicians.
• Serve as the primary point of contact for customer inquiries.
• Develop and implement key performance indicators (KPIs) for the team.
• Monitor and ensure the proper maintenance of field service trucks.
• Organize quarterly meetings for field service technicians.

Skills

Team Management

Customer Support

Performance Tracking

Technical Knowledge

Time Management

Problem-Solving

Job description

Our growing Brampton client who is a leader in the forklift industry is looking for a Field Service Manager to join their team. The ideal candidate will have a minimum of 3‑4 years experience in maintenance management and coordination. You will be managing a team of 15 technicians and will be responsible for the following:

Key Responsibilities

• Team Management:
  • Recruit, train, and support a team of field service technicians.
  • Provide guidance, support, and regular performance evaluations to ensure optimal team performance.
  • Foster a positive work environment, promote teamwork, and resolve any conflicts or issues that arise within the team.
  • Model and enforce safe behaviours, ensuring compliance with health and safety (H&S) policies and regulations.
  • Investigate near misses and accidents, identify root causes, and implement corrective actions to prevent recurrence.
• Customer Support:
  • Serve as the primary point of contact for customer inquiries, issues, and escalations related to field services.
  • Maintain strong relationships with customers, ensuring their needs are met and their expectations are exceeded.
• Performance Tracking and Reporting:
  • Develop and implement key performance indicators (KPIs) to monitor and evaluate the performance of the field service team.
  • Manage technicians’ productivity and utilization effectively by analysing service data, identifying trends, and generating regular reports on service activities, efficiency, and customer satisfaction.
  • Manage the financial implications of work orders, including customer payments, warranties, and service redo situations.
  • Identify areas for improvement and implement strategies to optimize service delivery, minimize downtime, and enhance customer experience.
  • Monitor financial aspects of field service operations, such as profitability, cost control, and revenue generation.
• Training and Development:
  • Stay updated with industry trends, technological advancements, and forklift product knowledge.
  • Work collectively with Technical Trainer supporting training sessions for technicians to enhance their technical skills, safety awareness, and customer service abilities.
  • Foster a culture of continuous learning and professional development within the field service team.
  • Ensure all technicians possess valid and up‑to‑date licenses required for their specific roles and responsibilities.
• Meetings and Communication:
  • Organize quarterly meetings for field service technicians and service support staff.
  • Facilitate effective communication during meetings, discussing updates, challenges, and sharing best practices.
  • Provide a platform for technicians and support staff to share feedback, suggestions, and address any concerns.
  • Use meetings to reinforce safety protocols, discuss near misses, and encourage a culture of reporting accidents and incidents.
• Truck Maintenance and On‑call Phone Coverage Rotation:
  • Monitor and ensure the proper maintenance of field service trucks, including regular inspections, servicing, and repairs.
  • Support the on‑call phone coverage rotation, being available to provide guidance and assistance to technicians during after‑hours emergencies.

Qualifications and Requirements

• Proven experience in field service management, preferably in the material handling equipment or forklift industry.
• Strong technical knowledge of forklifts, their components, and related maintenance and repair procedures.
• Excellent leadership and team management skills with the ability to motivate and guide diverse teams.
• Exceptional customer service and communication skills, with the ability to interact effectively with customers, technicians, and stakeholders.
• Strong organizational and problem‑solving abilities, with attention to detail and effective time management/task prioritization abilities.
• Proficiency in using computer software and systems for scheduling, reporting, and tracking service activities.
• Knowledge of safety regulations and best practices in the field service industry.
• Experience in managing financial aspects of service operations, including customer payments, warranties, and service redo situations.
• Willingness to travel to customer sites.

Hours: 8 am‑5 pm, in‑office.

Salary: 100 k – 110 k plus benefits.

If you are interested in this opportunity, please apply asap.