Service Manager at Highbridge… · Penticton

Our client is a Western Canada-based equipment and service company supporting aggregate, mining and infrastructure producers. The team brings decades of hands-on field experience and a practical understanding of quality, efficiency and uptime, which shapes a service model focused on reliability, performance, and safety.

Reporting to the VP Sales, the Service Manager is responsible for the performance, coordination, and delivery of all field service and maintenance operations. Based in Penticton, BC, this role is accountable for service execution, technician performance, customer satisfaction, and service-related revenue streams.

The Service Manager is a hands-on leader who coordinates field crews, manages service schedules, supports technical troubleshooting, and ensures service work is completed safely, efficiently, and to specification. This role requires strong technical expertise, practical leadership capability, and a clear commitment to safety, uptime, and positive customer relationships in a heavy industrial environment.

Service Operations & Leadership

• Oversee and coordinate daily field service operations, including equipment repair, maintenance, troubleshooting, and commissioning.
• Lead, supervise, and mentor service technicians, including onboarding and training, while ensuring work is completed safely, efficiently, and to quality standards.
• Assign work, manage scheduling, and prioritize service calls to meet customer needs and operational demands.
• Act as the primary escalation point for technical and operational service issues.

Customer Service & Relationship Management

• Serve as the primary point of contact for customers regarding service-related matters.
• Build and maintain strong client relationships through responsive communication and reliable service delivery.
• Provide technical guidance and support to customers in the field.
• Address customer concerns, resolve issues, and collaborate with Sales and Parts teams to support ongoing customer needs.

Technical Execution & Troubleshooting

• Support field diagnostics, troubleshooting, and repair of crushing equipment and industrial machinery.
• Provide technical oversight to ensure service work meets operational, safety, and manufacturer specifications.
• Review service reports, identify recurring issues, and implement corrective actions.
• Assist with complex repairs or critical service interventions and maintain continuity between field and shop operations.

Planning, Scheduling & Resource Management

• Develop and manage service schedules, technician deployment, and travel logistics.
• Ensure proper allocation of tools, equipment, and parts for all service jobs.
• Coordinate preventative maintenance programs and service contracts.
• Monitor service backlog and adjust resources as demand changes.
• Support budgeting, forecasting, and service performance tracking.

Occupational Health & Safety (OH&S)

• Serve as the primary safety leader for service operations, ensuring compliance with WorkSafeBC regulations and company OH&S policies.
• Ensure safe work procedures are followed in field environments, including remote and high-risk locations.
• Conduct hazard assessments, safety meetings, and incident investigations.
• Ensure proper use and maintenance of PPE, tools, and service vehicles while promoting a strong safety culture.

Quality, Documentation & Continuous Improvement

• Ensure all service work is properly documented, including service reports, inspections, and maintenance records.
• Maintain quality control standards across all field service activities.
• Track service metrics, including uptime, response time, and job completion rates.
• Identify opportunities to improve service efficiency, safety, and customer experience.
• Participate in continuous improvement initiatives and operational planning.

Certifications & Training

• Journeyperson certification, heavy equipment technician certification, or equivalent experience in heavy equipment repair, mechanical trades, or industrial maintenance.
• Valid Class 5 Driver’s License or higher.
• First Aid certification, WHMIS training, and confined space training.
• Equipment-specific certifications, such as crushing equipment or hydraulics, are considered an asset.

Skills & Experience

• 5+ years of experience in field service or heavy equipment environments, with demonstrated leadership experience.

• Proven experience troubleshooting and repairing industrial or crushing equipment, with strong mechanical and diagnostic problem-solving skills.

• Hands-on leadership experience managing technicians, coordinating daily work, setting priorities, and supporting safe, high-quality service delivery in a field service environment.

• Ability to read and interpret technical manuals, schematics, and engineering drawings.

• Solid understanding of OH&S regulations and industrial safety practices.

• High attention to detail and commitment to quality service delivery.

• Ability to manage multiple service calls, priorities, and customer demands.

• Clear, direct communication skills with customers, technicians, and leadership.

• Strong sense of ownership over service performance, safety, and outcomes.

• Location: Penticton, BC

• Travel: As required to support field operations, with mileage reimbursed.

• Compensation: $120,000 – $140,000 annually, based on skill set and experience.

• Commission: Eligible for commission based on service revenue performance.

• Benefits: Extended health benefits, paid vacation, and company RRSP program.