Technical Services Manager

Oversee daily operations, staff performance, and profitability of the Technical Services Division.

Develop and implement short- and long-term strategies aligned with corporate objectives.

Conduct annual performance evaluations and coach team members for growth.

Collaborate with Commercial Operations and Sales to forecast service requirements and support customer initiatives.

Maintain and grow relationships with key strategic accounts.

Provide metrics and performance reports to senior management.

Ensure repair orders, RMAs, and documentation are accurate and complete.

Oversee calibration and repair processes in compliance with ISO 9001/ISO 17025 standards.

Analyze repair data and recurring issues to support continuous improvement initiatives.

Manage demo inventory and ensure proper calibration of all test standards.

Control purchasing and inventory for service and calibration departments.

Research and manage intercompany repairs, warranties, and RMAs within ERP/SAP systems.

Support internal and external audits and uphold compliance with quality systems and policies.

Champion the organization’s Health & Safety program, ensuring adherence to OH&S regulations.

Conduct monthly inspections and ongoing hazard assessments.

Ensure staff receive all required safety training and PPE.

Investigate incidents, document findings, and participate in corrective action planning.

Partner with the safety department on continuous improvement initiatives.

Provide technical guidance for failure investigations, product documentation, and performance improvements.

Oversee calibration certificate reviews and documentation control.

Track calibration due dates and proactively notify customers.

Maintain customer data and service capability listings in the CRM system.

Support recalls, upgrades, and product modifications.

Promote and sustain a high level of customer satisfaction.

Oversee day-to-day operations of the local office and laboratory, including contractors, maintenance, and housekeeping.

Manage demo pool and parts inventory.

Ensure lab environmental conditions (temperature, humidity) are properly monitored and maintained.

Engineering degree or equivalent combination of education and experience.

Minimum 5 years of experience in an electrical service, utility, or calibration lab environment, with at least 5 years in a managerial capacity.

Strong leadership, communication, and organizational skills.

Proficiency in MS Office and ERP systems (SAP preferred); experience with SRO administration an asset.

Highly detail-oriented, adaptable, and capable of performing under pressure in a fast-paced environment.

Proven ability to build, coach, and lead high-performance teams.

Ability to travel within Canada, the U.S., and internationally as required.