Field Service Manager – GTA

Activo; Toronto; Hybrid; CAD 90,000 - 120,000; Full time

Job summary

Activo in the Greater Toronto Area, ON, is seeking a Field Service Manager with a passion for technology to lead, train and mobilize large teams of technicians focused on smart home security installations and repairs.

You will drive exceptional customer experiences, optimize daily staffing, uphold safety and quality, collaborate with clients to grow existing accounts, and ensure service commitments are met across on‑the‑road operations.

Qualifications

• 2–5 years of telecommunications or home security experience.
• Proven record of customer service and management of large teams.
• Trade certificate or post-graduation course is expected.
• Excel experience is a plus.

Responsibilities

• Lead and manage large teams to meet service commitments.
• Ensure productive use of reports to improve efficiency.
• Maintain relationships with clients and grow accounts.
• Identify extra hours needed and adjust staffing daily.
• Coach staff and enforce performance management.
• Assess staffing needs related to queue performance and job completion.
• Ensure policies, safety and continuous improvement are followed.
• Maintain a culture of safety-first operation.

Skills

Leadership

Customer service

Communication

Technical savvy

Time management

Safety awareness

Fluent English

Education

Trade certificate or post-graduation course

Telecommunications/home security experience

Class 5 Driver's License

Tools

Excel

Job description

Activo is a leading network systems integrator and national IP infrastructure company that provides network systems planning, integration, installation, and support services across Canada. We design and build IP networks that converge systems, allowing you to take full advantage of emerging innovations with future-ready infrastructures.

About the Role

Location: Greater Toronto Area (GTA), ON
Work Location: On the road

Activo now has an exciting new opportunity in the business of Smart Home Security and Installation and Repair. We are looking for a Field Service Manager with a real passion for technology, who knows how to guide, train and manage large groups of technicians and has customer service as their first priority.

Activo Values – Accountability, Collaboration, Consistency, Respect, Customer responsiveness, adaptability, and integrity.

Responsibilities

• Take the initiative to ensure the customer experience and service commitments will have the best possible outcome.
• Ongoing examination of all pertinent reports to ensure productivity remains progressive and accurate.
• Develops and maintains a good working relationship with all clients, developing and growing existing clients.
• Identify and make necessary adjustments for extra hours for staff requirements on a daily basis.
• Takes a leadership role with employees that ensures respectful communication, proper performance management, and forward-thinking development.
• Assess staffing needs as they relate to queue performance and job completion.
• Ensures department policies and procedures are followed.
• Maintains a culture of continuous improvement.
• Continues to foster a safety-first operation.

Qualifications

• Able to manage and handle large groups of employees.
• Care about providing exceptional customer experiences, overcoming objections, and handling both favourable and unfavourable customer interactions.
• Comfortable working at heights.
• Comfortable with computers and technical equipment (technology savvy).
• Can balance a physically demanding workload, which includes standing, lifting, climbing, bending, crawling in confined spaces and working in a variety of indoor/outdoor environments.
• Able to work various shifts: days, evenings, weekends, and statutory holidays, to meet business needs and customer availability including out-of-town assignments.
• Fluent in English with a clear and genuine communication style; additional languages considered beneficial.
• Professional written and oral communication skills.

Personal Qualities

• Attention to detail and accuracy.
• Ability to adapt to changing priorities.
• Ability to work on multiple time-sensitive projects simultaneously and effectively manage deadlines.
• Strong interpersonal and communication skills and the ability to work well in a team environment.

Education, Certifications & Experience

• 2-5 years of previous experience and/or education in telecommunications and/or home security.
• Clean and valid Class 5 Driver’s License or another provincial equivalent; a driver’s abstract will be needed.
• Trade certificate or post-graduation course.
• Proven record of customer service and management of large teams.
• Excel experience is a plus.

Schedule

• 10-hour shift
• 12-hour shift
• Holidays

As part of our recruitment process, Activo may use artificial intelligence (AI)-enabled tools to assist with the review and screening of applications. All hiring decisions are made by qualified individuals, and candidates are assessed based on their skills, qualifications, and experience.

Activo is an equal opportunity employer committed to an inclusive and accessible workplace. If you require accommodation or accessible formats/communication supports during the hiring process, please let us know — we will work with you to ensure your needs are met.

Our Employee Benefits

At Activo, we believe in investing in our employees, which is why we offer a range of benefits to help create a fulfilling and rewarding work experience.