Service Manager - Quebec

BlackBerry Inc.; Quebec; On-site; CAD 120,000 - 160,000; Full time

Job summary

ABB is seeking a senior Service leader to implement the service strategy, own the P&L, and drive growth across the unit. You will lead the service organization, optimize resources, and improve customer satisfaction while delivering profitable growth.

A 12+ year background in B2B technical service is expected, with fluency in English and French to support customers inside and outside Quebec. You will coach a team of 10+ employees, foster a high‑engagement culture, and collaborate with

Qualifications

• Bachelor’s degree required.
• Minimum 12+ years of professional experience.
• Background in Customer Service, Operations, and/or Business Development/Sales management in a B2B tech environment.
• Fluent in English and French; French is required and English is needed for cross‑border communication.

Responsibilities

• Implement service strategy and drive service growth at unit level.
• Lead the Service organization and manage full P&L to achieve targets.
• Ensure on-time delivery, performance metrics, and operational excellence.
• Lead a 10+ person team and develop talent across levels.
• Champion a customer-first culture and act as escalation point for critical issues.

Skills

Leadership

Customer service

Operations

Stakeholder management

Sales management

Education

Bachelor's degree

Job description

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.This Position reports to:VP Americas Customer ServicesYour role and responsibilitiesIn this role, you will have the opportunity to implement the service strategy and drive service growth at the respective unit level. Each day, you will lead the Service organization and be responsible for the P&L to achieve performance targets and to optimize the utilization of Service resources. You will also showcase your expertise by running the day-to-day service business to ensure profitable growth and improvement of service productivity.Key ResponsibilitiesService Strategy & Business PerformanceLead and execute service strategy aligned with business objectives and growth targetsOwn full P&L responsibility, ensuring revenue growth and profitabilityDrive customer satisfaction improvements, including Transactional NPS and related customer metricsSupport sustainable service growth through operational execution and customer-focused initiativesOperational ExcellenceEnsure high standards of operational efficiency, including on-time delivery (OTD), lead times, and service responsivenessDrive continuous improvement initiatives across processes and systemsMonitor and improve key performance indicators such as RMA turnaround time and spare parts availabilityLeadership & Team DevelopmentLead, coach, and develop a team of 10+ employees, fostering a collaborative, service-oriented cultureBuild organizational capability and succession by developing talent at all levelsPromote high engagement and accountability, ensuring alignment to business goalsInfluence stakeholders across functions and levels to achieve shared objectivesCustomer ExperienceChampion a customer-first mindset across the organizationEnhance service delivery to improve customer satisfaction and loyaltyAct as a key escalation point for critical customer issuesHealth, Safety & IntegrityEmbed and promote a strong HSE (Health, Safety & Environment) cultureEnsure compliance with safety standards and integrity guidelinesMonitor HSE performance metrics (e.g., Safety Observation Tours, hazard reporting, incident rates)RequirementsBachelor’s degree requiredMinimum 12+ years of professional experienceProven background in Customer Service, Operations, and/or Business Development/Sales management within a B2B technical environmentDemonstrated experience managing teams of at least 10 peopleLeadership style: collaborative, service-oriented, and results-drivenProven ability to lead in complex environments and influence diverse stakeholders (direct, indirect, peers)Experience working with technical products across multiple industriesFluent in English and French. French is required. English is also required to communicate with customers outside Quebec on a regular basis.Why ABB?We empower you to take initiative, challenge ideas, and lead with confidence. You’ll grow through meaningful work, continuous learning, and support that’s tailored to your goals. Every idea you share and every action you take contributes to something bigger.#ABBCareers#RunwithABB#RunwhatrunstheworldEmployment Equity & Inclusion Statement (Canada)ABB values the dedication, commitment, and expertise of all our employees. As an Employment Equity Employer, we are committed to fostering an inclusive and diverse workplace. We actively support the principles of the Employment Equity Act and strive to build a workforce that reflects Canada’s diversity, including:• Women• Indigenous Peoples• Members of visible minorities• Persons with disabilitiesABB is committed to providing reasonable accommodations to applicants with disabilities. If you require accommodation during any stage of the recruitment process, we encourage you to let us know.