Product Support Manager

Toromont Cat; Timmins; On-site; CAD 91,820 - 114,775; Full time

Benefits offered by this job

Competitive total rewards including wages and benefits

Flexible work schedules

Opportunities for learning and growth

Job summary

Toromont Cat is seeking a Product Support Manager in Timmins, Ontario to oversee after-sales service support for optimal efficiency and profitability. The role requires a Bachelor's degree and 5–8 years of leadership experience, focusing on customer service excellence and operational improvements.

The successful candidate will lead technical training programs, analyze operational data, and ensure compliance with industry standards. This position offers the opportunity for competitive rewards, flexible work schedules, and professional growth.

Qualifications

• 5–8 years of leadership experience in product support or operations.
• Exceptional written and verbal communication skills.
• Strong analytical and problem-solving abilities.

Responsibilities

• Oversee efficient management of warranty claims and service systems.
• Deliver technical support and coordinate training programs.
• Manage and optimize day-to-day operations for service quality.

Skills

Leadership experience

Communication skills

Microsoft Office proficiency

Analytical skills

Customer service excellence

Education

Bachelor’s degree in Business Administration or Engineering

Tools

AS400

Job description

Overview

Toromont Cat is seeking a Product Support Manager to join our team in Timmins, 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.

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)