Senior Manager, Regional Service

Canon Canada; Montreal; Hybrid; CAD 117,000 - 132,000; Full time

Benefits offered by this job

Hybrid work schedule

Health coverage

Life insurance

RRSP matching

Paid time off

Tuition assistance

Product discounts

On-site amenities

Gym access

Job summary

The Senior Regional Service Manager at Canon Canada will lead regional field service teams, drive service-led growth, and optimize P&L under the Director of Service. You will define regional KPIs and budgets, oversee cross-functional execution, and protect key accounts by resolving escalations.

This hybrid role requires bilingual skills and a track record in operations leadership, process improvement, and strategic rollout of predictive maintenance and remote support tools.

Qualifications

• Bachelor’s degree required; in lieu, 5 years in a management role may substitute.
• Minimum 8 years related experience with 3 years in management.
• Bilingual in French and English is required.
• Strong analytical, project and time-management skills.

Responsibilities

• Direct and empower regional Field Service Managers and Technicians.
• Manage regional P&L and drive revenue-generating strategies.
• Translate service strategy into actionable regional plans.
• Establish regional KPIs, conduct performance evaluations, coach teams.
• Resolve complex escalations to protect key accounts.
• Drive continuous improvement and deploy next-gen service tools.

Skills

Bilingual (French & English)

Team leadership

Change management

Analytical skills

Project management

Education

Bachelor’s Degree in Business Administration

Tools

Google Workspace

Salesforce

Workday

Oracle

S21 DS

Therefore

Job description

• Bilingual (French & English)

Bilingual Senior Regional Service Manager - Hybrid

As the Senior Regional Service Manager, you will be responsible for executing and driving regional change under the strategic direction of the Director of Service. You will optimize regional P&L, implement service-led growth initiatives, and lead regional teams through change to consistently exceed SLAs and market expectations. You will also define Key Performance Indicators for the service team in your region, and regional budgets, and monitor overall performance.

Key Responsibilities

• Team Leadership & Change Management: Direct and empower a high-performing team of Field Service Managers and Technicians, driving cultural alignment, high engagement, and smooth execution during operational transitions.
• P&L Optimization: Manage regional financial performance, driving revenue-generating strategies, margin expansion, and cost efficiencies.
• Strategic Execution: Translate enterprise service strategy into actionable regional tactics, aligning local service operations, sales, and support functions around shared growth objectives.
• Performance & Talent Development: Establish clear regional KPIs, conduct structured performance evaluations, and provide coaching to build team capabilities for evolving service models.
• Tier 3 Escalations: Personally resolve complex customer escalations using root-cause analysis to protect key account relationships and rebuild client trust.
• Continuous Improvement: Leverage regional performance data and incident management frameworks to optimize first-time fix rates, reduce equipment downtime, and eliminate operational bottlenecks
• Technology & Process Adoption: Accelerate the deployment of next-generation service tools (IoT, predictive maintenance, remote support) to transition operations from reactive repairs to proactive equipment management.
• Technical Readiness: Ensure field teams are fully trained and compliant with updated operational protocols, safety standards, and advanced product lines.
• Sales & Cross-Functional Alignment: Partner with regional sales leadership to assist with deploying outcome-based contracts, strategic pricing, and identifying expansion opportunities that capture market share
• Workforce & Resource Allocation: Optimize territory boundaries, staffing levels, and technician skill distribution to maximize resource utilization and SLA delivery across the region.

To Succeed, You Will Need

• Bachelor’s Degree in Business Administration is required (Post-Secondary with 5 years in a management position may substitute for the educational requirement)
• Minimum of 8 years related experience, with 3 years in management
• Bilingual (French & English)
• Advanced project/process management skills are required to lead change adoption and guide teams through new service delivery models seamlessly. Execute regional transformation and service improvement programs
• Advanced analytical skills are required to review performance reports, P&L metrics, and operational efficiency data.
• Advanced time management/multi-tasking skills are required to balance priorities of Manager’s sales requests in a defined region
• Intermediate computer/technical skills are required to use Google Workspace, SalesForce, Workday, and Oracle
• Intermediate experience with S21 DS, Oracle and Therefore is considered an asset
• Experience operating DSD product line is considered an asset

Why Join?

HYBRID WORK

• This position offers a Hybrid work schedule. You will be required to be in the office Mondays, Wednesdays and Thursdays each week, with the ability to work from home for the remainder of the week (subject to specific business needs requiring office attendance)
• When working from home, a reliable internet connection is required. Remote work is supported with cloud-based applications and collaboration tools.

Benefits

• Comprehensive health coverage plan that includes medical, dental and vision
• Life insurance, disability and wellness programs
• Vacation, Paid Personal Time and Sick days
• Matching RRSP Contribution & Profit-Sharing Program
• Tuition Assistance Program for Professional Continuing Education
• Discounts on Canon products, retailers, memberships and more!

EMPLOYEE PERKS

• Free coffee and snacks
• On-site cafeteria and outdoor patio
• Employee gym and fitness centre
• Employee referral program
• Inspire Program, online peer-to-peer recognition for redeemable points on hundreds of products.
• Community involvementEmployee Appreciation Events
• One (1) current vacancy exist.
• Canon Canada Inc. is committed to transparent and fair compensation and job postings. Our compensation policies and practices have been designed to allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, geographic location, and other specific business and organizational needs.
• Compensation Range: $117,100 - 131,800 annually

Canon has been at the forefront of digital imaging innovation for more than 80 years. Since 1973, Canon Canada has been the leading provider of consumer, business and professional digital imaging solutions to Canadians.

At Canon Canada, we've established a diverse culture that's made us a respected and successful industry leader. Canon's corporate philosophy is Kyosei: all people, regardless of race, religion or culture, harmoniously living and working together into the future. We have been recognized by Forbes as one of Canada's best employers for diversity.

We are committed to environmental sustainability and have established programs that support our Kyosei philosophy and Environmental Charter. Since 2019, Canon Canada has been named one of Canada's Greenest Employers, an award that recognizes employers leading the way in creating a culture of environmental awareness.

We offer comprehensive health and wellness benefits, learning and development opportunities, recognition programs and other perks. We want your career with us to be a journey, and we provide the tools to help you contribute and succeed from Day 1.

As an equal opportunity employer, we welcome applications from all backgrounds and are committed to supporting and celebrating the diversity in our workforce. While we appreciate all applicant submissions, only those considered to be most qualified will be contacted for further assessment. Canon Canada is proud to provide accommodation(s) during the recruitment process. For applicants requiring accommodation in the recruitment and assessment process and when hired, please contact us at [e-mail] or at 1-855-531-3850 or 905-863-8713. To learn more about Canon Canada, visit careers.canon.ca.