Equipment Service Manager

**Equipment Technical Services Manager**

**Location**: Leduc, AB
**Reports to**: Director of Operations and Supply Chain

**Position Overview**

**Key Responsibilities**

**Service Operations & Equipment Management**
- Develop and maintain a structured service call-out program, ensuring timely response to customer requests.
- Schedule and coordinate service calls, installations, maintenance, and commissioning with internal and external resources across Alberta, Saskatchewan, British Columbia, and Manitoba.
- Oversee the assembly of equipment packages at all branches, ensuring proper setup and adherence to vendor specifications.
- Assist in troubleshooting technical issues with customers and remote staff, providing expert guidance and service recommendations.
- Stay up to date with vendor service requirements, attending training sessions as required, and cascading knowledge to the service team.
- Develop and oversee preventative maintenance programs for customer and company-owned equipment.
- Maintain service agreements and proactively identify growth opportunities within the service business.

**Inventory & Parts Management**
- Track and maintain inventory levels of service-related parts, equipment, and consumables.
- Work closely with the inventory planning team to forecast and procure necessary parts, ensuring mínimal service disruptions.
- Place and manage parts orders as required for repairs and maintenance.

**Customer & CRM Management**
- Serve as the primary point of contact for customer technical inquiries, providing troubleshooting assistance and triaging service requests.
- Utilize the CRM system to monitor service complaints, track resolution status, and ensure timely service closeout.
- Analyze service trends and customer feedback to drive process improvements and enhance service quality.

**Quality Assurance & Customer Sign-Off**
- Conduct pre-installation checks to ensure equipment is in proper working order and free from defects before arriving on site.
- Perform on-site inspections post-installation to confirm all connections are secure and that there are no leaks or operational issues.
- Document the installation process with before, during, and after photos to ensure quality control and reference for future service needs.
- Review the installation with the customer on-site, ensuring all systems are functioning as expected.
- Obtain customer sign-off confirming that the installation has been completed successfully and that equipment is operating properly.
- Provide on-site customer training, ensuring they understand proper operation, maintenance, and safety procedures.
- Follow up on installations to address any post-service concerns and ensure long-term equipment reliability.

**Administration & Process Development**
- Maintain detailed records of installations, service calls, and equipment maintenance, ensuring all service work is properly documented.
- Work with management to develop and refine systems and processes for tracking and reporting service activities.
- Ensure accurate data entry into CRM and service tracking systems to support decision-making and efficiency.
- Drive administrative efficiency by leveraging technology, ensuring smooth record-keeping and reporting.
- Prepare reports on service performance, response times, and equipment reliability to identify areas for improvement.

**Safety & Compliance**
- Ensure strict adherence to safety protocols for all service operations, including installations and maintenance work across multiple provinces.
- Maintain compliance with occupational health and safety regulations in Alberta, Saskatchewan, British Columbia, and Manitoba.
- Conduct safety checks and risk assessments before scheduling service calls or equipment installations.
- Provide training to service technicians and ensure proper use of PPE and safe handling of equipment.
- Stay current on provincial safety requirements and implement best practices to mitigate risks in the field.

**Team Leadership & Training**
- Train and oversee service technicians at all locations, ensuring alignment with best practices and company standards.
- Provide ongoing coaching and technical development for the service team.
- Work collaboratively with cross-functional teams including sales, operations, and inventory planning to align service strategy with business objectives.

**Qualifications & Experience**
- 5+ years of experience in equipment service, maintenance, or technical support, preferably in the lubricants, industrial, or mechanical service industry.
- Strong understanding of equipment maintenance, troubleshooting, and service protocols.
- Experience with inventory management and procurement processes.
- Proven ability to manage customer relationships and resolve technical service issues.
- Experience working with CRM systems to track service activity and monitor customer interactions.
- Strong organizational and scheduling skills with the ability to manage multiple service calls a