Regional Service Manager

Potenco; Mississauga; On-site; CAD 90,000 - 140,000; Full time

Job summary

Potenco is seeking a Regional Service Manager for Eastern Canada based in Mississauga. The role leads service operations, oversees a technician workforce, and ensures high-quality security service delivery across Ontario with regional travel.

You will manage labor costs, drive service contract growth, and maintain strong customer relationships while collaborating with Sales, Systems, and Support teams to achieve KPIs and budget targets.

Qualifications

• Experience with intrusion systems, access control, video surveillance and fire systems.
• Experience managing service operations across multi-site or regional territories.
• Experience working in unionized environments (highly preferred).
• Strong leadership with a track record of developing high-performing technical teams.
• Financial and operational acumen including budget ownership and cost control.
• Customer-focused mindset balancing service quality, profitability and efficiency.
• Excellent communication, organizational and stakeholder management skills.

Responsibilities

• Lead and manage day-to-day service operations to ensure customer satisfaction across the region.
• Provide leadership, coaching, and development to service technicians and subcontractors in the territory.
• Recruit, hire, and retain qualified technicians to staffing levels.
• Develop workforce capabilities through training, performance management and continuous improvement.
• Manage labor costs, overtime, billed work and parts inventory to hit regional targets.
• Drive retention and growth of service contract revenue and T&M business through proactive engagement.
• Maintain direct engagement with customers through visits to assess satisfaction and opportunities.
• Collaborate with Sales, Systems, Service and Support to develop coordinated account plans.
• Ensure service quality, technical performance metrics and KPIs are met or exceeded.
• Implement and maintain quality systems and standardized processes region-wide.
• Ensure compliance with policies, safety regulations and standards including OSHA and asset protection.
• Ensure company vehicles and equipment are properly maintained and used per policy.
• Support and align with remote workforce and regional cell teams.

Skills

Intrusion systems

Access control

Video surveillance

Fire systems

Multi-site operations

Unionized environments

Leadership

Budget ownership

Cost control

Customer focus

Communication

Stakeholder management

Job description

Regional Service Manager – Eastern Canada (Security Systems)

Reporting to: Director of Service Operations

ATTENTION: Applicants must be legally eligible to work in Canada. Candidates outside Canada, non-residents, or requiring sponsorship will not be considered.

Note: If you have already applied for this position, please do not reapply. Your application is already on file, and multiple submissions may impact consideration.

About the Company

Our Client is a global leader in electronic security and technology solutions, delivering integrated, best-in-class systems and services across commercial, industrial, and enterprise environments. With a strong footprint across Canada, the organization continues to expand its service capabilities to support long-term customer partnerships, operational excellence, and sustained growth.

As part of this expansion, they are seeking a Regional Service Manager (RSM) to lead service operations, based out of their Mississauga office.

Position Overview

The Regional Service Manager will play a critical leadership role within the Service Business Team, responsible for overseeing service operations, managing a technician workforce, and ensuring the consistent delivery of high-quality service solutions across the assigned territory.

This role combines people leadership, operational execution, financial accountability, and customer engagement. The RSM will be accountable for workforce performance, customer satisfaction, service contract growth, and time & material revenue, while maintaining strict control over labor costs, productivity, and quality metrics. The position carries direct responsibility for regional service revenue and operating budget performance.

Key Responsibilities

• Lead and manage day-to-day service operations to ensure customer satisfaction levels are consistently met or exceeded across the region.
• Provide leadership, coaching, and development to a workforce of service technicians and subcontractors within the assigned territory.
• Recruit, hire, and retain qualified technicians to maintain appropriate staffing levels aligned with business and customer demands.
• Develop workforce capabilities through training, performance management, and continuous improvement initiatives to ensure technical proficiency and productivity.
• Manage labor costs, overtime, billed work, and parts inventory to achieve regional financial and operational targets.
• Drive retention and growth of service contract revenue and time & material (T&M) business through proactive customer engagement and account strategies.
• Maintain direct engagement with customers through scheduled visits to assess satisfaction, identify opportunities, and strengthen long‑term relationships.
• Collaborate closely with Sales, Systems, Service, and Support teams to develop coordinated account strategies and action plans.
• Ensure service quality, technical performance metrics, and operational KPIs are achieved or exceeded.
• Implement, monitor, and maintain quality systems and standardized processes across the region.
• Ensure full compliance with corporate policies, safety regulations, and applicable standards, including OSHA requirements and protection of proprietary information and company assets.
• Ensure company vehicles, tools, and equipment are properly maintained and used in accordance with policy.
• Support and collaborate with remote workforce and cell teams to reinforce team‑based operating models and performance alignment.

Qualifications

• Proven experience working with intrusion systems, access control, video surveillance, and fire systems, including service procedures and field operations.
• Experience managing service operations across multi‑site or regional territories.
• Demonstrated experience working within unionized environments (highly preferred).
• Strong leadership capabilities with a track record of developing high‑performing technical teams.
• Solid financial and operational acumen, including budget ownership and cost control.
• Customer‑focused mindset with the ability to balance service quality, profitability, and operational efficiency.
• Excellent communication, organizational, and stakeholder management skills.

Territory & Travel Requirements

• Responsible for service operations across Ontario.
• Based out of the Mississauga office, with regular regional travel required.
• Valid driver’s license and clean driving record required.