Field Service Operations Manager

sandvik; Northeastern Ontario; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

Sandvik Mining is seeking a Field Service Operations Manager to lead daily field service operations from Sudbury, Ontario, with potential relocation support. This role focuses on equipment commissioning, service calls, warranty handling, and ensuring safe operation and maintenance of equipment.

You will build and mentor a high-performing team, drive invoicing accuracy, and lead continuous improvement across sites while engaging with customers to ensure long-term success and lifecycle outcomes.

Qualifications

• Bachelor's degree in Engineering or related field, or equivalent experience.
• Minimum 5 years of maintenance management or field service operations experience.
• Experience leading teams across multiple sites.
• Hands-on warranty processes, troubleshooting, and customer training experience.

Responsibilities

• Direct and organize daily field service operations, including equipment commissioning, scheduled and unscheduled service calls, and warranty case handling.
• Coordinate customer training and technical support, ensuring safe operation and maintenance of equipment.
• Execute contracts with adherence to scope, deliverables and commercial terms.
• Ensure accurate maintenance logs and work order quality in the CMMS.
• Drive timely invoicing by validating documentation and approvals.
• Build, mentor, and retain a high-performing team of OEM experts and technicians.
• Maintain regular communication with customer supervision, management and stakeholders to align priorities.
• Provide regular KPI and progress reports to senior management; identify process improvements.

Skills

Team Leadership

Operational Leadership

Customer Engagement

Problem Solving

Communication

Education

Bachelor's degree in Engineering

Diploma/Certificate in related discipline

Tools

CMMS

Job description

Sandvik Mining is seeking a Field Service Operations Manager. Location: Sudbury, ON. Relocation assistance to Sudbury may be available for the successful candidate.

At Sandvik, we offer you a world of opportunities. Our diverse businesses and global network enable you to explore your potential and thrive. We recognize your performance and offer various ways to fuel your growth towards exceptional achievements.

What you will be doing

Operational Leadership

• Direct and organize daily field service operations, including equipment commissioning, scheduled and unscheduled service calls, and warranty case handling.
• Coordinate customer training and technical support, ensuring safe, effective operation and maintenance of equipment.
• Execute contracts with strict adherence to scope, deliverables and commercial terms.

Administration, Compliance & Financials

• Ensure accurate maintenance logs and work order quality, including precise labour entry, parts usage, and service notes in the CMMS.
• Drive timely invoicing by validating documentation completeness, approvals, and charge capture in accordance with finance procedures.

Team Leadership & Capability Development

• Build, mentor, and retain a high‑performing team of OEM expert and collaborative technicians who understand processes and deliver consistent quality.
• Develop competency in bulletin management, warranty handling, and technical troubleshooting, embedding standard work, diagnostics guides, and first‑time‑fix practices.
• Foster a culture of accountability, innovation, and continuous improvement, recognizing performance and coaching to close skills gaps.

Customer Engagement & Success

• Maintain regular communication with customer supervision, management, and internal stakeholders to align priorities and resolve issues proactively.
• Organize periodic reviews of maintenance KPIs with customers; interpret trends, agree improvement targets, and confirm actions and owners.
• Develop and follow up on action plans that help customers maximize equipment efficiency, availability, and cost‑per‑ton or cost‑per‑hour performance.
• Act as a trusted advisor‑anticipate needs, recommend optimizations, and support long‑term customer success and lifecycle outcomes.

Performance Management & Reporting

• Provide regular reports to senior management covering KPIs, OKRs, and progress against SMART objectives (leading and lagging indicators, risks, mitigations, and wins).
• Identify process optimization opportunities and lead productivity initiatives (standardization, takt alignment, waste reduction, and digital enablement).

Planning & Resource Readiness

• Plan the necessary tools, test equipment, and spare parts per work procedures and job plans; assure logistics, safety permits, and access are in place.
• Use knowledge and experience to resolve standard client problems efficiently, escalating non‑standard issues with clear data and recommendations.

Technical Expertise

• Demonstrate systems‑level understanding of hydraulics, mechanics, electricity, automation, pneumatics, and materials, and how these interact in applications.
• Stay current on industry developments, client operations, products, and technical best practices.

Other

• Perform other duties as assigned, supporting special projects, audits, and cross‑functional initiatives when required.

We are ethical and compliant, dedicated to health, safety, and sustainability. We put health and safety first!

What you will bring along

• Bachelor's degree in Engineering, Business Management, or a related field, or a diploma/certificate in a relevant discipline (Mechanical, Electrical, or Industrial). Equivalent work experience may be considered in lieu of formal education.
• Minimum 5 years of proven experience in maintenance management or field service operations, preferably within the mining or heavy equipment industry.
• Demonstrated success leading teams and managing service operations across multiple sites.
• Hands‑on experience with warranty processes, technical troubleshooting, customer training, and