Field Operations Leader

Securitas Technology Canada is a division of Securitas AB, the largest protective services provider in the world with over 370,000+ Securitas Heroes across the world.

Securitas Technology Canada offers a full portfolio of video, access, intrusion, fire and integrated systems and services. As a leading systems integrator and alarm monitoring company, we deliver the STC Difference, serving countless long-term clients with solutions and services that protect their people, customers, and assets.

The Field Operations Leader (Service) plays a critical role in delivering safe, high‑quality, and efficient service delivery for our customers. This role provides hands‑on leadership and service coordination for our technicians, ensures adherence to Securitas technical and safety standards, supports our key Service KPIs (Billing, Productivity, Backlog & Inspections) through assigned administrative duties and supports operational excellence through coaching, accountability, and continuous improvement.

As a people-first leader, the Field Operations Leader builds strong, capable teams, drives consistency in execution, and acts as a trusted partner to the District Service Manager, Project teams, and customers. This position is ideal for a technically strong leader who isn’t afraid to roll up their sleeves and tackle administrative duties but also thrive in the field and is passionate about delivering better customer experiences.

Key Responsibilities

Field Leadership & Team Development

• Provide daily, visible leadership to Service Technicians through coaching, mentoring, and on‑site support.
• Reinforce Securitas values by promoting professionalism, integrity, teamwork, and customer focus in all field activities.
• Support onboarding, training, and certification of new technicians to ensure readiness and confidence in the field.
• Conduct ride‑alongs, field audits, and work validations for new hires and subcontractors.
• Identify skills gaps and support development plans to grow technical and leadership capability within the team.

Operational Execution & Coordination

• Work with Dispatch to schedule service technicians for service requests and inspections.
• Work closely with customers to schedule service calls, answer questions, and provide status updates.
• Ensure equipment is ordered and available for service requests.
• Maintain service backlog including proactively managing aged backlog and inspections.
• Maintain accurate inventory records and ensure accountability for products stored in the warehouse.
• Provide progress reports on service activities and task status to the Service Manager.
• Ensure service tickets are processed and billed to the customer in a timely manner.
• Communicate with the appropriate departments regarding customer complaints that may result in product issues, billing concerns, non-conformances, customer dissatisfaction, or significant product failures.
• Collect, summarize, and prepare data for key statistical and operational reports.
• Manage inquiries from customers, employees, vendors, and other stakeholders.
• Perform other administrative duties as assigned in support of branch management and staff.

Technical Standards & Quality Assurance

• Enforce Securitas service standards, best practices, and approved methodologies.
• Perform quality inspections and technical reviews to validate workmanship and system performance.
• Manage branch ULC program including yearly inspections to ensure compliance with ULC standards.
• Support continuous improvement by sharing field insights, lessons learned, and improvement opportunities.

Health, Safety & Compliance

• Champion a safety‑first culture, ensuring compliance with company policies, provincial regulations, and safe work procedures.
• Conduct field safety observations and reinforce hazard awareness and risk mitigation practices.
• Address unsafe behaviors or conditions promptly and constructively.
• Lead by example to ensure safety is never compromised for speed or cost.

Administrative & Performance Management

• Support timecard accuracy, productivity tracking, and overtime management.
• Assist with tracking KPIs related to quality, safety, efficiency, and customer satisfaction.
• Maintain accurate records for training, certifications, inspections, and field audits.
• Provide input into forecasting, workforce planning, and continuous improvement initiatives.

Qualifications

• DEP/DEC in electronic security systems, electronics, or a related technical field, or equivalent experience.
• Minimum 5 years of experience in electronic security or field installation operations.
• Prior experience coaching, leading, or supervising technicians strongly preferred.
• Strong hands‑on knowledge of installation, troubleshooting, and commissioning of security systems (CCTV, Intrusion & Access)
• Excellent communication, interpersonal, and organizational skills.
• Strong customer service mindset with the ability to balance business and field realities.
• Valid driver’s license and ability to travel within the district.

Benefits

• Competitive salary
• Full Benefits as of Day 1
• Retirement Plans as of Day 1
• Short Term and Long Term Disability
• Paid vacation, holiday
• Educational Assistance
• Company Training Program
• Exceptional growth opportunities

Securitas Electronic Security is an Affirmative Action/Equal Opportunity