Field Service Manager

About Gunnebo CanadaGunnebo Canada is a leading provider of integrated security solutions, protecting people, property, and assets across the country. With a national network of branches and a strong reputation for service excellence, we support customers across a wide range of industries.
Position SummaryThe Field Service Manager (FSM) is responsible for providing tactical leadership, oversight, operational management of all field service and installation activities within an assigned territory. This role leads the field operations business unit, including technician personnel and direct support functions such as Dispatch, Shop Technicians, and Warehouse personnel, ensuring operational excellence, service quality, customer satisfaction, workplace safety, and the achievement of established business objectives. The FSM also maintains a dotted-line reporting relationship with local branch administration to support effective coordination, alignment, and overall branch performance.
The FSM will be the frontline direct customer support leader in their region and will engage on all operational and service support activities with the customer base.
The FSM works closely with the Regional Operations Manager and other functional teams to deliver consistent service quality, optimize resources, support revenue objectives, and implement standardized operational processes across Gunnebo Canada.
Key Responsibilities:1. Field Operations & Service Delivery
Lead and manage all daily service, preventive maintenance, and installation activities.
Ensure WO’s are completed as efficiently and as accurately as possible.
Manage scheduling, dispatch, technician utilization, and service backlog.
Ensure contractual SLA compliance, quality standards, and timely work order completion.
2. Team Leadership & Development
Lead, coach, and manage all assigned Field Operational personnel.
Support recruitment, onboarding, training, and performance management.
Promote accountability, teamwork, safety, and continuous improvement.
Collaborate with the Training manager to ensure appropriate technical training when required.
3. Operational & Financial Performance
Lead and manage performance to ensure excellence for operational KPIs, productivity, and resource efficiency.
Support revenue targets through timely job completion, documentation, and billing readiness.
Identify cost reduction opportunities and improve operational profitability.
Local Project Management for all project / logistics installations.
4. Customer Satisfaction & Escalations
Be the primary contact for all local customer relationships.
Manage operational customer escalations and ensure timely resolution.
Collaborate with Sales, Technical Support, and other departments to improve service delivery and customer satisfaction.
5. Warehouse, Inventory & Logistics
Lead and manage local warehouse operations and personnel, where applicable.
Ensure proper physical inventory controls, equipment availability, and material coordination.
Maintain compliance with national inventory management policies and procedures.
6. Safety, Compliance & Process Improvement
Lead and manage local branch compliance with company policies, safety regulations, and operational standards.
Implement standardized procedures and drive continuous operational improvement.
Qualifications & Experience
Minimum 5 years of experience in field service or technical operations, preferably in the lock and door hardware or electronic security industry.
Demonstrated experience leading technical teams and managing service and installation activities.
Strong operational planning, leadership, communication, and problem-solving skills.
Experience with service management systems, performance reporting, and inventory coordination.
Competitive base salaryCar AllowanceCompany paid BenefitsRRSP MatchingGunnebo Canada is an equal opportunity employer.Gunnebo provides accommodations for employees with disabilities. If you require accommodation during the recruitment process, please contact our HR Department so that appropriate arrangements can be made.
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