Regional Service Manager, Richmond Hill, Ontario

Company information

Hobart is the leading supplier of equipment, systems and service in the food industry. Hobart offers the broadest line of equipment including cooking, food preparation, refrigeration, bakery systems, warewashing and waste systems, and weighing, wrapping and labeling systems. Headquartered in Toronto, Ontario with branch offices in Halifax, Nova Scotia, Montreal, Quebec, Toronto, Ontario, Calgary and Edmonton, Alberta, and Vancouver, British Columbia. The company employs 240 people. Included in this number are over 125 service technicians providing nationwide service, effectively making Hobart Canada has the largest service organization among manufacturers in the food equipment industry.

Job Description

The Regional Service Manager (RSM) is responsible for the overall operational, financial, and people leadership of specific service region. This role leads Service Area Managers, Service Advisors, and field service teams to ensure the consistent delivery of exceptional customer service, safe work practices, operational excellence, and profitable growth.

The Regional Service Manager acts as the primary leader of the service business within their assigned region and is accountable for achieving revenue, profitability, customer satisfaction, technician utilization, safety, and employee engagement objectives.

Success in this role requires a strong balance of leadership, business acumen, financial management, strategic planning, and customer relationship management. The Regional Service Manager must be equally comfortable reviewing financial forecasts, coaching managers, resolving customer escalations, developing talent, and supporting field operations. This position will be based in Richmond Hill, ON location, and will report directly to the Business Unit Manager.

Qualifications:

• Diploma or Bachelor’s degree in Business Administration, Management, Engineering, Technical Services, or a related discipline preferred. Equivalent industry experience will be considered.
• 7+ years of service management, operations leadership, or technical field service experience.
• Minimum 3-5 years leading managers, supervisors, or multi-site service operations.
• Experience managing P&L responsibilities and operational budgets.
• Experience leading large mobile workforces and field service teams.
• Strong customer-facing leadership experience.

Responsibilities:Strategic Planning

• Develop regional strategies that align with corporate objectives.
• Identify opportunities for operational improvement, market expansion, and service growth.
• Support business transformation initiatives and organizational change.

Operational Leadership

• Lead all day-to-day service operations across the assigned region.
• Ensure service delivery standards are consistently met or exceeded.
• Monitor workload, response times, call completion rates, technician productivity, and customer satisfaction metrics.
• Work closely with dispatch and service management teams to ensure proper technician coverage and resource allocation.
• Drive continuous improvement initiatives that improve efficiency, service quality, and profitability.
• Ensure all service employees operate in accordance with company policies, procedures, and operational standards.
• Support implementation of new technologies, service offerings, operational processes, and company initiatives.

Customer Relationship Management

• Maintain strong relationships with key customers and strategic accounts.
• Serve as the senior escalation point for customer concerns and service disputes.
• Partner with customers to understand operational requirements and improve service outcomes.
• Conduct regular customer business reviews and site visits.
• Identify opportunities to enhance customer satisfaction and build long-term partnerships.
• Support regional sales initiatives that strengthen customer retention and revenue growth.

Financial Management & Business Performance

• Own the financial performance of the region, including revenue, profitability, labor efficiency, and cost control.
• Develop, manage, and execute annual operating plans and budgets.
• Produce monthly revenue forecasts and financial outlooks.
• Analyze profit and loss statements, labor utilization, service margins, overtime costs, and operational performance metrics.
• Identify business risks and develop corrective action plans when targets are not being achieved.
• Support long-range business planning and regional growth initiatives.
• Monitor subcontractor spend, fleet expense, tools, training, and operational overhead costs.
• Approve expenditures within assigned authority levels.

Leadership & People Management

• Lead and develop a team of service leaders and support personnel.
• Establish performance expectations, conduct performance reviews, and support career development planning.
• Create a culture of accountability, safety, teamwork, and customer focus.
• Coach managers on employee relations, performance management, conflict resolution, and leadership effectiveness.
• Partner with Human Resources on workforce planning and succession planning initiatives.
• Foster employee engagement and retention throughout the region.

Talent Acquisition & Workforce Planning

• Participate in candidate selection, interviewing, and hiring decisions.
• Develop staffing plans aligned to growth projections and service demand.
• Ensure onboarding programs are effectively executed for new employees.

Training & Technical Development

• Ensure technicians and Service Area Managers receive appropriate technical, safety, and leadership training.
• Support continuous improvement of technical capabilities and service excellence.
• Identify skill gaps and implement development strategies.
• Promote knowledge sharing and mentoring throughout the region.

Safety, Compliance & Risk Management

• Champion a safety-first culture throughout the region.
• Ensure compliance with all health, safety, environmental, and regulatory requirements.
• Monitor safety performance, safety KPIs, and compliance reporting.
• Coordinate investigations into accidents, incidents, and near misses.
• Ensure corrective actions are implemented and sustained.
• Verify that technicians maintain required certifications, licenses, and training credentials.

Fleet, Asset & Resource Management

• Oversee regional fleet management activities, including maintenance, licensing, and replacement planning.
• Ensure technicians are properly equipped with tools, vehicles, technology, uniforms, and personal protective equipment.
• Monitor asset utilization and maintain inventory control processes.

Total Compensation:

In accordance with the provincial wage transparency requirements, the expected base compensation for this position is $130,000-$140,000/year base depending on relevant experience, technical competencies, certifications, etc. + annual incentive bonus.

In addition, all full-time employees are eligible for additional benefits, including but not limited to: Medical, Dental, Vision, STD/LTD/AD&D, Life Insurance, RRSP Matching, Pro-rated Vacation Entitlement, Paid Statutory Holidays, Employee Assistance, etc.

This posting is for a current vacancy. We value diversity in the workforce and encourage all qualified candidates to apply. Disability related accommodation during the recruitment process is available upon request. We appreciate all responses and advise that only those candidates selected for an interview will be contacted. All applications will be reviewed without the use of AI.

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