Senior Manager, Regional Service
- Montreal, QC, Canada
Compensation Range: $117,100 - 131,800 annually · Full-time
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Job details
- Pay
- Compensation Range: $117,100 - 131,800 annually
- Job type
- Full-time
- Apply by
- Education
- Bachelor’s degree
- Experience
- Minimum of 8 years related experience, with 3 years in management
- Posting language
- English
- Posted
Original job description
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
HYBRID WORK
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 accessibility@canada.canon.com or at 1-855-531-3850 or 905-863-8713. To learn more about Canon Canada, visit careers.canon.ca.
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.
- 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
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.
- 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!
- 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
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 accessibility@canada.canon.com or at 1-855-531-3850 or 905-863-8713. To learn more about Canon Canada, visit careers.canon.ca.
More about this job
Responsibilities
Lead regional service teams and operational change while optimizing P&L, budgets, KPIs, and service performance. Improve customer outcomes and service efficiency through escalation resolution, continuous improvement, technology adoption, workforce planning, and collaboration with sales and support teams.
Requirements
A bachelor's degree in Business Administration is required, although post-secondary education plus five years in a management position may substitute. Candidates need at least eight years of related experience, including three years in management, fluency in French and English, and advanced project, process, and analytical skills; experience with specified business systems and DSD products is an asset.
Skills
- Team Leadership
- Change Management
- P&L Management
- Strategic Execution
- Performance Management
- Talent Development
- Root-Cause Analysis
- Continuous Improvement
- KPI Development
- Project Management
- Process Management
- Financial Analysis
- Resource Allocation
- Cross-Functional Collaboration
- Bilingual Communication
Benefits
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance
- Disability Benefits
- Wellness Programs
- Vacation
- Paid Personal Time
- Sick Days
- Matching RRSP Contributions
- Profit-Sharing Program
- Tuition Assistance
- Employee Discounts
- Free Coffee and Snacks
- On-Site Cafeteria
- Outdoor Patio
- Employee Gym and Fitness Centre
- Employee Referral Program
- Peer-to-Peer Recognition Program
- Community Involvement
- Employee Appreciation Events
Visa sponsorship
Not detected in the job text
Categories
- Management & Leadership
- Customer Service & Support
- Sales
- Finance & Accounting
Keywords
- Field Service Management
- Regional Service Operations
- P&L Optimization
- Service-Led Growth
- Service-Level Agreements
- Key Performance Indicators
- Budget Management
- Change Management
- Project Management
- Process Management
- Root-Cause Analysis
- Incident Management
- First-Time Fix Rates
- Predictive Maintenance
- Internet of Things
- Remote Support
- Outcome-Based Contracts
- Strategic Pricing
- Workforce Planning
- Google Workspace
- Salesforce
- Workday
- Oracle
- S21 DS
- Therefore
- DSD Product Line
- Safety Standards
- Equipment Downtime