Job Overview
Mission: To transform field services from a reactive cost center into a high-efficiency asset protection and customer retention engine.
Key Responsibilities
1. Team Leadership & Performance Culture
- Culture & Benchmarks: Build a high-accountability culture within the technical team. Define, implement, and monitor daily and weekly performance benchmarks (e.g., First-Time Fix Rate, Mean Time to Repair).
- Talent Management: Manage, mentor, and schedule internal field technicians. Oversee vetting, Service Level Agreements (SLAs), and accountability structures for third-party (external) service contractors.
- Triage & Dispatch Support: Partner closely with the service scheduler to implement intelligent triage protocols—ensuring technical issues are accurately diagnosed before a technician is dispatched to eliminate wasted truck rolls.
2. Technical Asset & Inventory Management
- Asset Lifecycle: Take full operational ownership of all equipment deployed in the field (MicroMarkets, Vending machines, Office Coffee Service systems, Fridges, Freezers, Water Systems and Smart Stores).
- Deployments & Logistical Operations: Lead the strategic execution of all equipment field moves, asset installations, and extractions—ensuring zero asset damage and minimal client disruption.
- Parts & Spares Control: Oversee the inventory of spare parts and maintenance assets, reducing capital tied up in sitting inventory while ensuring high-velocity part availability.
3. Cost Control & Vendor Management
- Budget Accountability: Directly manage and control the Field Service and repair budget.
- Bill-Back Enforcement: Establish and enforce clear protocols to document, trace, and bill back clients for preventative maintenance, equipment damages caused by user error or site-inflicted issues.
- Vendor & Partner Relations: Lead operational relationships with key hardware manufacturers and technology partners to streamline technical support, warranty claims, and parts sourcing.
- Service Optimization: Address the inefficiency of weekend service calls and optimize technical coverage to mitigate unnecessary expenses.
4. Data-Driven Continuous Improvement
- Root Cause Analysis (RCA): Shift the department away from repetitive firefighting. Run mandatory RCAs on recurring equipment failures to identify systemic issues (e.g., poor water filtration, faulty software configurations, or user error).
- SOP Implementation: Standardize technical operating procedures for Preventative Maintenance (PM) to extend equipment lifespans and maintain high aesthetic and operational standards at client sites.
Qualifications & Requirements
- 3–5 years of experience managing field service operations or technical equipment deployment (vending, coffee, refrigeration, or commercial HVAC industries preferred).
- Proven track record of managing direct reports (including hiring, performance management, and progressive discipline) and third-party contractors/vendors.
- Mobility Requirement: Must possess a valid Ontario Driver's License (Class G) with a clean driving record, subject to approval by our corporate insurance provider.
- Client Site Clearance: Must be able to pass a clean criminal background check, as required for access to our secure client and corporate partner facilities.
- Strong data literacy—comfort utilizing dispatch software, ERPs, and spreadsheets to track labor efficiency and asset performance metrics.
- Deep familiarity with the Ontario operating footprint (GTA traffic patterns, local technician networks).
- Strong project management skills with the ability to coordinate multiple tasks simultaneously.
- Extensive knowledge of manufacturing processes, industrial maintenance, and mechanical systems.
- Proficiency in working with schematics, electrical diagrams, PLC programming, and low voltage systems.
- Experience with CMMS software for maintenance tracking and reporting.
- Electrical experience or Plumbing experience a nice advantage.
Offers of employment are subject to satisfactory professional reference checks.
- Excellent leadership skills with the ability to motivate teams and foster a safety-conscious work environment.
- Mechanical knowledge combined with troubleshooting skills in complex industrial systems.
- Effective communication skills in English for clear reporting and team coordination.
Pay: $75,000.00-$80,000.00 per year
Benefits:
- Casual dress
- Discounted or free food
- On-site parking
Experience:
- Field Service: 3 years (required)
- Management: 3 years (required)
- Fridge Repair: 2 years (preferred)
- Coffee Machine Repair: 2 years (preferred)
- Vending Machine Repair: 2 years (preferred)
- Internet of things: 2 years (preferred)
- Carbonated Water Equipment: 2 years (preferred)
Licence/Certification:
- Class G Licence (required)
- Clean Criminal Record Confirmation (required)
Work Location: In person
