Field Service Manager

About Us

Northern Dock Systems (NDS) is an industry leader in the sales, installation, and service of industrial overhead doors, dock equipment, and energy-efficient HVLS fans. We're dedicated to providing customized, high-quality solutions that enhance safety, productivity, and energy efficiency for our customers across a wide range of industries. With a strong commitment to innovation, teamwork, and customer satisfaction, NDS continues to set the standard for excellence in industrial service and support.

The Field Service Manager (FSM) is responsible for ensuring that all field service and installation operations within the assigned territory are executed efficiently, safely, and to the highest level of customer satisfaction. This role focuses on optimizing performance, maintaining clear communication across teams, and driving continuous improvement initiatives. The FSM provides hands-on leadership, coaching, and guidance to field technicians and supervisors to ensure service excellence, adherence to standards, and alignment with company objectives.

Key Responsibilities

Operational Leadership

• Demonstrate strong leadership, vision, and collaboration in managing teams and field operations.
• Promote a culture of accountability, safety, and continuous improvement.
• Foster an inclusive and respectful work environment aligned with professional ethical standards.
• Provide constructive feedback and encourage open dialogue on issues critical to organizational success.
• Oversee and coach Field Supervisors and Master Electricians, to ensure effective performance and professional development.
• Ensure that all field work (service, installation, preventive maintenance) is completed efficiently and within established timeframes.
• Conduct and participate in meeting cadence
• Conduct regular site visits to support technicians, meet new customers, and assist sales representatives with project walk-throughs or technical assessments.

Field Team Oversight

• Monitor and conduct regular field audits to ensure technician efficiency, safety compliance, quality, and adherence to work procedures are being followed.
• Manage site escalations and provide guidance for resolution.
• Implement and manage a Junior Technician Training Program to develop future field talent.
• Ensure time management, accuracy of ADP timecards, and attendance policies are followed and accurate time tracking for billing purposes.

Fleet & Equipment Management

• Management of fleet program
• Review GEO reports for vehicle idling, fuel use, and driving behavior.
• Oversee the truck audits for cleanliness, organization, and equipment readiness.
• Manage budgets for trucks, and tools
• Licensing, CVOR,
• Approve 407 usage and be responsible for budget

Field Service

• Primary point of contact to support estimating.
• Review WIP, both active and escalation boards to ensure Field Service Supervisors have actioned accordingly, daily.
• Review and make plans to improve all KPI pertinent to service department success.
• Work with management and coordinator team to regularly review schedule to ensure maximum efficiency.
• Ensure that work order execution is completed in a professional and accurate manner

Qualifications

• Education: Bachelor's Degree in Engineering, Operations Management, or a related field (required).
• Experience: Minimum of 5 years of management experience in field service operations or a related technical industry (required).
• Proven experience in leading service teams, managing field processes, and implementing efficiency initiatives.
• Strong process-driven and analytical mindset; able to assess data and translate insights into actionable improvements.
• Excellent communication, coaching, and problem-solving skills.
• Familiarity with KPI management, fleet oversight, and customer service standards.

Those who are selected to move forward with the recruitment process will be contacted.

Job Type: Full-time

Benefits:

• Company events
• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• Mileage reimbursement
• On-site parking
• Paid time off
• RRSP match
• Vision care
• Wellness program

Work Location: In person