Product Support Manager Job Hamilton area,Ontario Canada,Business

The Product Support Manager oversees the division’s after-sales service support activities, ensuring their efficiency and profitability for all eastern Canadian service operations (from Saskatchewan to the Atlantic provinces, including the Maritimes). The Product Support Manager ensures the proper qualification of technicians, administrative support, and coordination of services, including dispatching technicians to clients and billing, and is actively involved in various improvement projects to achieve the division’s business objectives.

Pay Type

Full Time, Permanent

Compensation

$91,820 - $114,775

The listed base salary is just one component of our total rewards package, and performance-based or discretionary bonuses may be available

As a Product Support Manager, YOU will experience:

Working within one of the safest organizations in the industry where your safety and well-being are our most important priority

Working for the best in class equipment dealer and with the premium Caterpillar brand

Opportunities to continuously Learn, Grow and Develop with our Toromont team through our internal Training teams that are geared for your success

Competitive total rewards including: wages, benefits, and premiums (as eligible)

An opportunity for flexible work schedules and opportunities across multiple locations across Eastern Canada

In a typical day, YOU will:

Ensure full compliance with CSAs and oversee efficient management of warranty claims, service systems, and procurement activities, including service vehicle coordination

In collaboration with the Service Administration Supervisor, provide effective administrative and operational support to service technicians and ensure timely dispatch aligned with customer needs

Deliver technical support and lead the planning, coordination, and execution of technical training programs, including forklift operation training

Lead and execute strategic projects that support business objectives and operational improvements

Produce, review, and maintain a variety of operational and performance reports

Analyze operational data, identify issues or trends, and implement corrective actions

Manage and optimize day‑to‑day operations, workflows, and material resources to ensure efficiency and service quality

Lead, motivate, and develop the team to maximize performance, streamline processes, and enhance customer satisfaction

Monitor and control expenses, revenue, gross profit, and the performance of assigned cost centers

Must-haves for this role:

Bachelor’s degree in Business Administration or Engineering

5–8 years of leadership experience, ideally within product support, operations, or administrative support environments

Exceptional communication skills, both written and verbal

Strong proficiency with Microsoft Office and related productivity tools

Self‑driven, highly motivated, and results‑oriented, with a strong commitment to customer service excellence

Solid business acumen and the ability to make sound operational decisions

Strong analytical and problem‑solving abilities

Strategic mindset paired with a hands‑on leadership approach

Proven ability to design, refine, and implement business processes

Ability to foster a sense of urgency, accountability, and customer‑centricity within the team

Working knowledge of industry‑related computer systems (experience with AS400 is considered an asset)

About Toromont Material Handling

Toromont Material Handling, a wholly owned subsidiary of Toromont Industries Ltd., sells, rents and provides after-sales service for the full range of Caterpillar, Mitsubishi, and Jungheinrich forklifts. We are also the authorized exclusive dealer for Kalmar lift trucks and container handlers, AUSA rough-terrain forklifts, Shuttlewagon Rail Car Movers and Hoppecke energy solutions. TMH also offers a full range of racking and storage products, and specialized floor cleaning equipment.

Artificial Intelligence (AI)

Please note that our hiring processes involve the use of artificial intelligence (AI) tools to assist with screening, assessing, or selecting candidates; all final decisions are reviewed by our Talent Acquisition team to ensure fairness and compliance with applicable laws.