Operational Excellence Leader

Job Description Summary The Operational Excellence Leader is responsible for leading the Canadian Service Tools and Operational Supplies programs, ensuring Field Service teams have access to the tools, equipment, and support required to deliver safe, effective, and efficient customer service. This includes leadership of tool strategy, procurement, calibration and repair, supplier management, inventory and lifecycle management, field support, and financial stewardship of the Service Tools program.

In addition, the role drives operational excellence across the Canadian Service organization through improved operational rigor, performance metrics, quality and compliance, process improvement, and readiness for evolving service processes and technologies.

Key accountabilities include Daily Management System (DMS) preparedness and dashboard alignment, Service Request cleanup and Service Max preparedness, quality initiatives including Corrective and Preventive Action (CAPA), and the implementation of sustainable operating mechanisms that improve service performance. The role works cross-functionally with Service leadership, Field Service, Quality, Engineering, Sourcing, operational support teams, suppliers, and regional and global partners to translate business and field requirements into effective solutions and continuous improvement.

Roles and Responsibilities Service Tools, Operational Supplies & Financial Management Provide overall leadership for the Canadian Service Tools and Operational Supplies programs, including tool availability, procurement, calibration, repair, field support, inventory, catalog management, and lifecycle requirements. Manage the $1.25M+ annual Service Tools budget, including annual planning, prioritization of investments, and alignment with Regional and National Service leadership. Manage calibration and repair suppliers, including work-in-progress reviews, prioritization of high-demand tools, cost management, and resolution of supplier performance issues.

Partner with Engineering, Sourcing, Supplier Quality, operational support teams, and other stakeholders to resolve tool availability, obsolescence, validation, quality, and procurement issues. Provide governance for the Operational Supplies catalog, inventory requirements, associated workflows, and supporting data. Serve as an escalation point for Field Service tool requirements, identifying solutions and alternatives that support field productivity and customer service.

Systems & Performance Drive operational rigor across the Service organization through effective performance metrics, operating mechanisms, action management, and continuous improvement. Lead Daily Management System (DMS) preparedness and dashboard alignment, ensuring operational processes, metrics, data, and ownership support business requirements. Lead and support Service Request cleanup and Service Max preparedness, including process readiness, testing, data quality, and resolution of workflow gaps.

Identify operational performance gaps and partner with Service leaders and cross-functional teams to establish actions, ownership, and sustainable solutions. Support implementation of new processes, systems, metrics, and operational initiatives that improve Service effectiveness.

Quality, Compliance & Continuous Improvement Partner with Quality and Service stakeholders to support Corrective and Preventive Action (CAPA) activities, new quality metrics, investigations, corrective actions, and effectiveness checks. Support internal and external audits and ensure assigned operational processes align with applicable Quality Management System (QMS) requirements. Lead or support investigations and corrective actions related to Service Tools processes,…