Product Support Manager

TCAT Div of Toromont Industries Ltd; Sault Ste. Marie; On-site; CAD 91,820 - 114,775; Full time

Benefits offered by this job

Flexible work schedules

Job summary

Toromont Cat in Sault Ste Marie, ON is seeking a Product Support Manager to oversee after-sales service support, ensuring efficiency, quality, and profitability across operations.

You will ensure technicians are qualified and scheduled, coordinate service delivery, and drive continuous improvement. The role emphasizes leadership, strategic planning, and effective communication to elevate customer satisfaction and business results.

Qualifications

• Must have a Bachelor’s degree in Business Administration or Engineering.
• Demonstrated leadership experience in product support, operations, or admin support environments.
• Excellent communication skills, written and verbal.

Responsibilities

• Ensure full CSA compliance and oversee warranty claims, service systems, and procurement activities, including service vehicle coordination.
• Provide administrative and operational support to service technicians and ensure timely dispatch aligned with customer needs with Service Administration Supervisor.
• Deliver technical support and lead planning, coordination, and execution of technical training programs.
• Lead strategic projects that support business objectives and operational improvements.
• Produce, review, and maintain operational and performance reports.
• Analyze data to identify issues or trends and implement corrective actions.
• Manage day-to-day operations, workflows, and resources to ensure efficiency and quality of service.
• Lead and develop the team to maximize performance and customer satisfaction.
• Monitor expenses, revenue, gross profit, and cost-center performance.

Skills

Leadership experience

Communication skills

MS Office proficiency

Self-motivated

Business acumen

Analytical & problem-solving

Strategic leadership

Process design

Customer-centric mindset

AS400 knowledge

Education

Bachelor's degree in Business Administration or Engineering

Job description

Toromont Cat is seeking a Product Support Manager to join our team in Sault Ste Marie, ON. The Product Support Manager plays a key role in overseeing our division’s after‑sales service support activities, ensuring efficiency, quality, and profitability across all operations.

This role is responsible for ensuring technicians are properly qualified, supported, and scheduled; coordinating service delivery; managing administrative processes such as dispatching and billing; and contributing to continuous improvement initiatives that help the division achieve its business objectives.

Pay Type

Full Time, Permanent

Compensation

$91,820 - $114,775

The listed base salary is just one component of our total rewards package, and performance-based or discretionary bonuses may be available

As a Product Support Manager, YOU will experience:

• Working within one of the safest organizations in the industry where your safety and well-being are our most important priority
• Working for the best in class equipment dealer and with the premium Caterpillar brand
• Opportunities to continuously Learn, Grow and Develop with our Toromont team through our internal Training teams that are geared for your success
• Competitive total rewards including: wages, benefits, and premiums (as eligible)
• An opportunity for flexible work schedules and opportunities across multiple locations across Eastern Canada

In a typical day, YOU will:

• Ensure full compliance with CSAs and oversee efficient management of warranty claims, service systems, and procurement activities, including service vehicle coordination
• In collaboration with the Service Administration Supervisor, provide effective administrative and operational support to service technicians and ensure timely dispatch aligned with customer needs
• Deliver technical support and lead the planning, coordination, and execution of technical training programs, including forklift operation training
• Lead and execute strategic projects that support business objectives and operational improvements
• Produce, review, and maintain a variety of operational and performance reports
• Analyze operational data, identify issues or trends, and implement corrective actions
• Manage and optimize day‑to‑day operations, workflows, and material resources to ensure efficiency and service quality
• Lead, motivate, and develop the team to maximize performance, streamline processes, and enhance customer satisfaction
• Monitor and control expenses, revenue, gross profit, and the performance of assigned cost centers

Must-haves for this role:

• Bachelor’s degree in Business Administration or Engineering
• 5–8 years of leadership experience, ideally within product support, operations, or administrative support environments
• Exceptional communication skills, both written and verbal
• Strong proficiency with Microsoft Office and related productivity tools
• Self‑driven, highly motivated, and results‑oriented, with a strong commitment to customer service excellence
• Solid business acumen and the ability to make sound operational decisions
• Strong analytical and problem‑solving abilities
• Strategic mindset paired with a hands‑on leadership approach
• Proven ability to design, refine, and implement business processes
• Ability to foster a sense of urgency, accountability, and customer‑centricity within the team
• Working knowledge of industry‑related computer systems (experience with AS400 is considered an asset)

About Toromont Cat

With over 4,000 employees and 56 locations from Manitoba to Newfoundland, Toromont Cat has a proven track record, industry knowledge, dealership infrastructure, and service mindset to ensure our Construction, Mining, and Power Generation customers succeed. At Toromont Cat, work is built around people's strengths, our products, technology and an outstanding customer experience and through our strong partnership with Caterpillar,Toromont Cat takes care of our employees who take care of our customers! When you join our team, you become a member of the Toromont family.

Your success is our success!

Artificial Intelligence (AI)

Please note that our hiring processes involve the use of artificial intelligence (AI) tools to assist with screening, assessing, or selecting candidates; all final decisions are reviewed by our Talent Acquisition team to ensure fairness and compliance with applicable laws.