Field Service Operations Manager

Sandvik Group; Northeastern Ontario; On-site; CAD 90,000 - 135,000; Full time

Job summary

Sandvik Group is seeking a Field Service Operations Manager in Canada to lead a team of field service technicians and deliver operational excellence across commissioning, service calls, and warranty handling.

You will drive safety compliance, customer collaboration, and continuous improvement while aligning with strategic growth objectives and working closely with the National Services Manager.

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, effective operation and maintenance of equipment.
• Execute contracts with strict adherence to scope, deliverables and commercial terms.
• Maintain accurate maintenance logs and work order quality, including 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.
• 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.
• 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.
• Provide regular reports to senior management covering KPIs, OKRs, and progress against SMART objectives; identify process optimization opportunities and lead productivity initiatives.

Job description

*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.

We are currently seeking a Field Service Operations Manager to join our team. The Field Service Operations Manager leads a dedicated team of Field Service Technicians, ensuring operational excellence, safety compliance, and alignment with strategic growth objectives. This role builds strong customer partnerships, drives continuous improvement, and develops a high-performing technical team to deliver exceptional service quality. This role reports directly to the National Services Manager and requires close collaboration with multi-divisional teams.

Are you a results-driven leader with a passion for developing teams and driving operational excellence? Do you have experience supporting customers in the mining industry? If so, we want to hear from you!

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.
• 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

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