Senior Field Service Leader: Optimize Ops, Elevate Customer Care

Jobtailor; Ottawa; On-site; CAD 95,000 - 120,000; Full time

Job summary

Jobtailor in Ottawa seeks an experienced Field Service Operations Manager to lead up to 20 technicians and drive service excellence. You will plan workloads, optimize resources, and monitor KPIs to sustain high performance and customer satisfaction.

You will provide technical guidance for complex issues, collaborate across departments, and coach teams while ensuring safety and regulatory compliance. Willingness to travel and security clearance are required.

Qualifications

• Post-secondary education in engineering, business, or related field.
• 5+ years in Mechanical, Building Automation, HVAC, Security or Fire industry.
• 2+ years leading field service teams including scheduling and workforce management.
• Able to obtain Secret Level Clearance with the Government of Canada.
• Travel up to 25% in the National Capital Region; valid G driver's license.

Responsibilities

• Supervise and support field service technicians up to 20 direct reports to meet objectives.
• Plan and assign work to optimize resources and meet commitments.
• Monitor service KPIs, productivity, backlog, and SLA performance.
• Provide technical guidance for complex customer issues and drive improvements.
• Collaborate with cross-functional teams and maintain stakeholder relationships.
• Build customer relationships and support issue resolution.
• Coach and evaluate technician performance; ensure safety and compliance.

Education

Post-Secondary education in Engineering

Post-Secondary education in Business

Tools

Scheduling

KPI Monitoring

Workforce Management

Job description

Jobtailor in Ottawa seeks an experienced Field Service Operations Manager to lead up to 20 technicians and drive service excellence. You will plan workloads, optimize resources, and monitor KPIs to sustain high performance and customer satisfaction.

You will provide technical guidance for complex issues, collaborate across departments, and coach teams while ensuring safety and regulatory compliance. Willingness to travel and security clearance are required.