Description:
The Regional Service Manager will play a critical leadership role within the Service Business Team, responsible for overseeing service operations, managing a technician workforce, and ensuring the consistent delivery of high-quality service solutions across the assigned territory.
This role combines people leadership, operational execution, financial accountability, and customer engagement. The RSM will be accountable for workforce performance, customer satisfaction, service contract growth, and time & material revenue, while maintaining strict control over labor costs, productivity, and quality metrics. The position carries direct responsibility for regional service revenue and operating budget performance.
Key Responsibilities
- Lead and manage day-to-day service operations to ensure customer satisfaction levels are consistently met or exceeded across the region.
- Provide leadership, coaching, and development to a workforce of service technicians and subcontractors within the assigned territory.
- Recruit, hire, and retain qualified technicians to maintain appropriate staffing levels aligned with business and customer demands.
- Develop workforce capabilities through training, performance management, and continuous improvement initiatives to ensure technical proficiency and productivity.
- Manage labor costs, overtime, billed work, and parts inventory to achieve regional financial and operational targets.
- Drive retention and growth of service contract revenue and time & material (T&M) business through proactive customer engagement and account strategies.
- Maintain direct engagement with customers through scheduled visits to assess satisfaction, identify opportunities, and strengthen long-term relationships.
- Collaborate closely with Sales, Systems, Service, and Support teams to develop coordinated account strategies and action plans.
- Ensure service quality, technical performance metrics, and operational KPIs are achieved or exceeded.
- Implement, monitor, and maintain quality systems and standardized processes across the region.
- Ensure full compliance with corporate policies, safety regulations, and applicable standards, including OSHA requirements and protection of proprietary information and company assets.
- Ensure company vehicles, tools, and equipment are properly maintained and used in accordance with policy.
- Support and collaborate with remote workforce and cell teams to reinforce team-based operating models and performance alignment.
Qualifications
- Proven experience working with intrusion systems, access control, video surveillance, and fire systems, including service procedures and field operations.
- Experience managing service operations across multi-site or regional territories.
- Demonstrated experience working within unionized environments (highly preferred).
- Strong leadership capabilities with a track record of developing high-performing technical teams.
- Solid financial and operational acumen, including budget ownership and cost control.
- Customer-focused mindset with the ability to balance service quality, profitability, and operational efficiency.
- Excellent communication, organizational, and stakeholder management skills.
Territory & Travel Requirements
- Responsible for service operations across Ontario.
- Based out of the Mississauga office, with regular regional travel required.
- Valid driver’s license and clean driving record required.