Position Summary The Manager of Strategic Service Locations is responsible for developing, managing, and expanding the company's North American network of independent service partners to support customers throughout the lifecycle of crane and lifting equipment. This position establishes service standards, develops field service procedures, identifies and qualifies new service partners, and ensures consistent delivery of high-quality technical support across all authorized service locations.

The role serves as the primary liaison between the manufacturer and its strategic service network, driving operational excellence, customer satisfaction, safety, and long-term business growth.

Key Responsibilities

Strategic Network Development

- Develop and execute the strategy for expanding and optimizing the North American independent service network.
- Identify, recruit, evaluate, and onboard recent strategic service partners in targeted markets.
- Conduct due diligence to assess potential partners' technical capabilities, financial stability, safety performance, facilities, staffing, and customer service standards.
- Negotiate service agreements and establish performance expectations with authorized partners.
- Regularly evaluate existing partners and recommend improvements, expansion opportunities, or network changes.

Service Standards & Field Operations

- Develop, implement, and maintain the company's Field Service Manual, including:
- Standard operating procedures
- Safety requirements
- Service quality expectations
- Inspection procedures
- Warranty administration
- Documentation standards
- Technician certification requirements
- Customer communication guidelines
- Standardize service practices across all authorized locations.
- Ensure compliance with company policies and applicable OSHA, ANSI, CMAA, and regional regulations.
- Lead continuous improvement initiatives to enhance service quality and operational consistency.

Partner Management

- Serve as the primary relationship manager for all independent service locations throughout North America.




- Conduct regular business reviews and performance evaluations.
- Monitor key performance indicators, including:
- Customer satisfaction
- Response times
- First-time fix rates
- Warranty performance
- Safety compliance
- Technician training and certification
- Provide coaching, technical guidance, and operational support to partner organizations.
- Coordinate corrective action plans when performance standards are not met.

Training & Technical Support

- Coordinate technical training and certification programs for partner technicians.
- Ensure partners maintain current knowledge of products, safety requirements, and service procedures.
- Collaborate with engineering, manufacturing, and product support teams to communicate product updates and technical improvements.

Business Development

- Collaborate with sales and regional leadership to identify service opportunities that support equipment sales.
- Expand preventive maintenance, inspection, modernization, and aftermarket service offerings throughout the network.
- Assist strategic partners in growing their local service business while maintaining manufacturer standards.

Continuous Improvement

- Analyze service data and customer feedback to identify trends and opportunities for improvement.
- Recommend enhancements to service procedures, documentation, and partner support programs.
- Develop best practices that improve consistency, efficiency, and customer satisfaction across the service network.

Qualifications

- Bachelor's degree in Business, Engineering, Industrial Technology, Operations Management, or a related field preferred.
- 7–10 years of experience in industrial field service, material handling, crane manufacturing, heavy equipment, or a related industry.




- Experience managing dealer, distributor, or independent service networks.
- Demonstrated success developing service programs and operational standards.
- Strong understanding of field service operations, maintenance practices, and customer support.
- Experience writing technical procedures, service manuals, or operational documentation.
- Excellent leadership, communication, negotiation, and relationship management skills.
- Ability to travel throughout North America (approximately 40–60%).

Preferred Qualifications

- Knowledge of OSHA, ANSI, CMAA, ASME, and applicable safety standards.
- Experience conducting service audits and partner assessments.
- Lean, Six Sigma, or continuous improvement experience is an asset.

Core Competencies

- Strategic Planning
- Partner Relationship Management
- Field Service Operations
- Technical Documentation
- Business Development
- Operational Excellence
- Safety Leadership
- Continuous Improvement
- Project Management
- Communication and Negotiation
- Customer Focus

Key Performance Indicators (KPIs)

- Geographic coverage of the North American service network
- Partner performance and compliance scores
- Customer satisfaction and retention
- Service response times
- Warranty claim performance
- Technician certification completion
- Growth in service revenue
- Network expansion and partner retention
- Field service manual implementation and compliance
- Audit results and safety performance

Reporting Relationships Reports To: Director of Service

Direct Reports: Two administrative techs

Key Internal Relationships:

- Executive Leadership
- Operations
- Engineering
- Finance
- Marketing

Pay: $130,000.00-$160,000.00 per year

Benefits

- Dental care
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off
- Vision care

Ability to commute/relocate:
- Etobicoke, ON M9W 5Z7: reliably commute or plan to relocate before starting work (required)

Willingness to travel:
- 75% (required)

Work Location: In person

📌 Manager, Strategic Service Locations (Etobicoke)
🏢 BIK Hydraulics
📍 Etobicoke