Service Manager (Machine & Automation Solutions)

Source Atlantic Ltd.; Winnipeg; On-site; CAD 90,000 - 130,000; Full time

Job summary

Source Atlantic Ltd. seeks a Service Manager (Machine & Automation Solutions) to lead the CNC and machine repair service team across Western Canada. The ideal location is Winnipeg, MB, with consideration for Calgary, AB.

The role focuses on delivering high-quality service while driving technician performance and service profitability. The successful candidate will recruit, train, and develop staff, manage service operations, and build strong customer relationships to identify new opportunities

Qualifications

• Requires proven leadership within CNC machine tool or industrial service environments.
• Strong ability to recruit, train, and develop technical staff.
• Excellent customer service and business development capabilities.

Responsibilities

• Lead a team of Technicians across Western Canada with coaching and support.
• Oversee service operations in Manitoba, Saskatchewan, Alberta and BC with scheduling and commitments.
• Act as primary escalation point for complex technical issues and customer concerns.
• Recruit, onboard, train, and develop technicians to support growth of the Western Canadian team.
• Maintain relationships with customers, manufacturers, and suppliers to support service delivery and parts.
• Monitor performance and identify opportunities to improve productivity and profitability.
• Ensure accurate service documentation, work orders, and reporting.

Skills

Leadership experience

CNC knowledge

Customer service skills

Business development

Team development

Troubleshooting

Job description

We are currently seeking and have an immediate opening for a qualified and motivated individual to fill the position of Service Manager (Machine & Automation Solutions) for Western Canada. The ideal location for this position is Winnipeg, MB; however, applicants based in Calgary, AB will also be considered.

SUMMARY

The Service Manager will lead the CNC and Machine Repair service team across Manitoba, Saskatchewan, Alberta, and British Columbia, ensuring responsive, high-quality service while driving technician performance, development, and overall service excellence. This role will oversee recruitment, training and development, service coordination, customer relationships, technical escalations, and continuous improvement of service processes.

A key focus of this position will be the development and growth of the British Columbia market, including identifying new service opportunities, building customer relationships, and establishing the people and resources required to support future growth. The successful candidate will bring a strong combination of technical knowledge, leadership ability, customer service skills, and business development experience.

RESPONSIBILITIES

• Manage and provide leadership, coaching, and support to a team of Technicians across Western Canada.
• Oversee service operations across Manitoba, Saskatchewan, Alberta, and British Columbia, including scheduling, prioritization, response times, and customer commitments.
• Act as the primary escalation point for complex technical issues and significant customer service concerns.
• Recruit, onboard, train, and develop technicians to support the continued growth of the Western Canadian service team.
• Maintain strong relationships with key customers, manufacturers, and suppliers to support service delivery, technical training, parts, warranty, and issue resolution.
• Monitor service performance and identify opportunities to improve technician productivity, service efficiency, customer satisfaction, and overall service profitability.
• Ensure service documentation, work orders, reporting, and customer follow-up are completed accurately and consistently.
• Work closely with Sales, Applications, Operations, and other internal teams to identify customer needs and develop service opportunities.
• Participate the development and growth strategy of the British Columbia market, including identifying new customers and service opportunities and determining future staffing and resource requirements.
• Develop opportunities for preventative maintenance, service agreements, repairs, installations, and other recurring service revenue.
• Support the continued growth of the Machine & Automation Solutions business across Western Canada through customer development, service strategy, and identification of new business opportunities.
• Ensure technicians operate in accordance with company safety policies, procedures, and applicable regulatory requirements.

QUALIFICATIONS

• 5+ years of demonstrated leadership experience within the CNC machine tool, industrial equipment service, maintenance, automation, or related technical industries; preferably managing a field-service or geographically dispersed technical team
• Prior hands-on experience with CNC installation, commissioning, maintenance, repair, or preventative maintenance
• Strong mechanical and electrical troubleshooting knowledge, with the ability to support technical escalations when required.
• Demonstrated ability to recruit, train, coach, and develop technical employees.
• Strong customer service and business development skills, with the ability to build relationships and identify opportunities for growth.
• Experience working with manufacturers, suppliers, and customers in a technical service environment would be an asset.
• Exceptional organizational, communication, and problem-solving skills, with the ability to manage a geographically dispersed team and multiple priorities.
• Ability to build and maintain productive partnerships across functional teams and stakeholder groups
• Comfortable working in evolving environments with a focus on innovation, adaptability, and continuous learning.
• Valid driver's license and willingness to travel throughout Western Canada, including Manitoba, Saskatchewan, Alberta, and British Columbia.