Job Description

We are seeking an experienced and dynamic Service Manager to lead our service operations across North America. In this role, you will oversee service delivery, manage client relationships, coordinate field service teams, and ensure the highest standards of system performance and customer satisfaction.

Key Responsibilities

• Service Operations Management
• Oversee the end-to-end delivery of service and maintenance contracts for Smart Building and BMS systems.
• Manage scheduling, dispatching, and resource planning for service technicians.
• Ensure compliance with safety standards, technical specifications, and service-level agreements.
• Client Relationship Management
• Serve as the primary point of contact for key clients regarding service and support.
• Conduct regular client reviews to ensure satisfaction and identify opportunities for service improvement or upgrades.
• Manage escalation of service issues and resolve conflicts efficiently.
• Team Leadership & Development
• Lead, coach, and mentor a team of service engineers and technicians.
• Monitor team performance, conduct training programs, and foster a culture of continuous improvement and technical excellence.
• Technical Oversight
• Provide hands-on technical support and troubleshooting assistance for complex systems.
• Collaborate with engineering and project teams on system commissioning, handover, and ongoing support.
• Stay updated on new technologies in building automation and smart systems.
• Reporting & Documentation
• Track service metrics, report KPIs, and recommend improvements based on data.
• Maintain accurate records of service activities, maintenance schedules, and customer interactions.
• Assist in preparing proposals for service agreements and contract renewals.

Qualifications

• Bachelor’s degree in Engineering, Building Services, or a related technical field (or equivalent experience).
• Minimum of 5 years' experience in a service management or technical leadership role within building automation, HVAC controls, or related industries.
• Strong knowledge of BMS platforms such as Niagara, Schneider Electric, Siemens, or similar.
• Proven experience managing field teams and driving customer satisfaction.
• Excellent communication, organizational, and leadership skills.
• Valid driver’s license and willingness to travel to client sites as needed.

What We Offer

• Opportunity to work with cutting-edge smart building technologies
• Collaborative and innovative work environment
• Competitive salary and performance incentives
• Ongoing professional development and training
• Career advancement in a growing company focused on sustainability and tech integration

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