Service Manager

AltaStream Energy Systems; Burnaby; On-site; CAD 90,000 - 130,000; Full time

Job summary

AltaStream Energy Systems in Burnaby, BC, seeks a Service Manager to lead the technical service operations. You will manage General Technicians, plan workloads, coordinate onsite deployment, and oversee warranty and after-sales support to ensure safe, efficient service.

You will collaborate with engineering, production, and sales and travel to client locations to provide hands-on technical support. A post-secondary technical education and strong leadership are required.

Qualifications

• Post-secondary education in mechanical, electrical, industrial, manufacturing, or a related engineering or technical discipline.
• Previous experience in technical service, field service, equipment maintenance, commissioning, or after-sales support.
• Previous leadership, supervisory, or service-management experience is preferred.
• Strong understanding of mechanical and electrical equipment and systems.
• Demonstrated ability to troubleshoot technical problems and coordinate effective solutions.
• Experience administering equipment warranties and managing customer service concerns is an asset.
• Strong planning, scheduling, organization, and documentation skills.
• Professional written and verbal communication skills.
• Proficiency with Microsoft Office and service-management or maintenance-tracking systems.
• Valid driver's licence and the ability to travel as required.

Responsibilities

• Provide day-to-day direction to General Technicians.
• Plan technician workloads and coordinate onsite equipment deployment, installation, commissioning, maintenance, and repair work.
• Oversee after-sales technical support and respond to customer service concerns in a timely and professional manner.
• Coordinate warranty claims, inspections, repairs, replacement parts, and all supporting documentation.
• Manage local field-service activities and ensure service requests are prioritized and completed promptly.
• Collaborate with engineering, production, sales, and other departments to resolve technical and customer-related issues.
• Review service reports, timesheets, expenses, warranty records, and other required documentation for accuracy and completeness.
• Travel to customer locations and provide hands-on technical support.

Skills

Leadership

Problem solving

Customer service

Communication

Planning

Team leadership

Education

Post-secondary education in mechanical/electrical/industrial/manufacturing or related engineering/technical discipline

Tools

Microsoft Office

Service-management systems

Job description

About AltaStream Energy Systems Inc.:

AltaStream Energy Systems Inc. is a Canadian power systems manufacturer providing modular prime and backup power solutions for data centers, industrial facilities, and the oil & gas sector. With engineering and manufacturing operations in BC and Alberta, AltaStream specializes in natural gas and diesel generator systems, SCR and emission control technologies, and containerized microgrid solutions. AltaStream is at the forefront of integrating clean power technologies with high-performance infrastructure for North America's rapidly expanding data center and industrial markets.

Position Overview:

The Service Manager leads AltaStream's technical service operations, including the day-to-day management of General Technicians, onsite deployment, after-sales support, warranty work, and local service activities. The role combines technical leadership, workforce planning, customer communication, and hands-on problem solving to ensure service work is completed safely, efficiently, and to a high standard.

Key Responsibilities:

• Manage, support, and provide day-to-day direction to General Technicians.
• Plan technician workloads and coordinate onsite equipment deployment, installation, commissioning, maintenance, and repair work.
• Oversee after-sales technical support and respond to customer service concerns in a timely and professional manner.
• Coordinate warranty claims, inspections, repairs, replacement parts, and all supporting documentation.
• Manage local field-service activities and ensure service requests are prioritized and completed promptly.
• Assign work based on customer needs, technician availability, required skills, and operational priorities.
• Provide technical guidance during equipment troubleshooting, root-cause analysis, and problem resolution.
• Communicate with customers regarding service schedules, equipment concerns, findings, and recommended solutions.
• Work closely with project teams to ensure delivery of service and commissioning requirements.
• Collaborate with engineering, production, sales, and other departments to resolve technical and customer-related issues.
• Review service reports, timesheets, expenses, warranty records, and other required documentation for accuracy and completeness.
• Monitor service performance, response times, costs, quality, and customer satisfaction.
• Identify recurring equipment issues and recommend improvements to products, processes, documentation, and technician training.
• Ensure technicians have the tools, parts, information, training, and resources required to complete assigned work.
• Develop and maintain service procedures, preventative-maintenance programs, and technical documentation.
• Ensure all service work complies with company policies and applicable health and safety requirements.
• Assist with recruiting, onboarding, training, coaching, and performance management for technical staff.
• Travel to customer locations and provide hands-on technical support.
• Perform other related duties as assigned.

Qualifications:

• Post-secondary education in mechanical, electrical, industrial, manufacturing, or a related engineering or technical discipline.
• Previous experience in technical service, field service, equipment maintenance, commissioning, or after-sales support.
• Previous leadership, supervisory, or service-management experience is preferred.
• Strong understanding of mechanical and electrical equipment and systems.
• Demonstrated ability to troubleshoot technical problems and coordinate effective solutions.
• Experience administering equipment warranties and managing customer service concerns is an asset.
• Strong planning, scheduling, organization, and documentation skills.
• Professional written and verbal communication skills.
• Proficiency with Microsoft Office and service-management or maintenance-tracking systems.
• Valid driver's licence and the ability to travel as required.

Core Competencies:

• Leadership and accountability
• Technical judgment and practical problem solving
• Customer service and professional communication
• Planning, prioritization, and adaptability
• Cross-functional collaboration
• Attention to detail and commitment to quality
• Ability to manage multiple urgent priorities in a fast-paced service environment

Working Conditions:

• Combination of office, shop, and customer-site work.
• Regular travel to customer locations may be required.
• May require work outside regular business hours in response to urgent service needs.
• Must be able to use required personal protective equipment and work safely around industrial equipment.