Regional Service Manager – Eastern Canada (Security Systems)

Reporting to: Director of Service Operations

ATTENTION: Applicants must be legally eligible to work in Canada. Candidates outside Canada, non-residents, or requiring sponsorship will not be considered.

Note: If you have already applied for this position, please do not reapply. Your application is already on file, and multiple submissions may impact consideration.

About the Company

Our Client is a global leader in electronic security and technology solutions, delivering integrated, best-in-class systems and services across commercial, industrial, and enterprise environments. With a strong footprint across Canada, the organization continues to expand its service capabilities to support long-term customer partnerships, operational excellence, and sustained growth.

As part of this expansion, they are seeking a Regional Service Manager (RSM) to lead service operations, based out of their Mississauga office .

Position Overview

The Regional Service Manager will play a critical leadership role within the Service Business Team, responsible for overseeing service operations, managing a technician workforce, and ensuring the consistent delivery of high-quality service solutions across the assigned territory.

This role combines people leadership, operational execution, financial accountability, and customer engagement . The RSM will be accountable for workforce performance, customer satisfaction, service contract growth, and time & material revenue, while maintaining strict control over labor costs, productivity, and quality metrics.



The position carries direct responsibility for regional service revenue and operating budget performance .

Key Responsibilities

- Lead and manage day-to-day service operations to ensure customer satisfaction levels are consistently met or exceeded across the region.
- Provide leadership, coaching, and development to a workforce of service technicians and subcontractors within the assigned territory.
- Recruit, hire, and retain qualified technicians to maintain appropriate staffing levels aligned with business and customer demands.
- Develop workforce capabilities through training, performance management, and continuous improvement initiatives to ensure technical proficiency and productivity.
- Manage labor costs, overtime, billed work, and parts inventory to achieve regional financial and operational targets.
- Drive retention and growth of service contract revenue and time & material (T&M;) business through proactive customer engagement and account strategies.
- Maintain direct engagement with customers through scheduled visits to assess satisfaction, identify opportunities, and strengthen long‑term relationships.
- Collaborate closely with Sales, Systems, Service, and Support teams to develop coordinated account strategies and action plans.
- Ensure service quality, technical performance metrics,



and operational KPIs are achieved or exceeded.
- Implement, monitor, and maintain quality systems and standardized processes across the region.
- Ensure full compliance with corporate policies, safety regulations, and applicable standards, including OSHA requirements and protection of proprietary information and company assets.
- Ensure company vehicles, tools, and equipment are properly maintained and used in accordance with policy.
- Support and collaborate with remote workforce and cell teams to reinforce team‑based operating models and performance alignment.

Qualifications

- Proven experience working with intrusion systems, access control, video surveillance, and fire systems , including service procedures and field operations.
- Experience managing service operations across multi‑site or regional territories.
- Demonstrated experience working within unionized environments (highly preferred).
- Robust leadership capabilities with a track record of developing high‑performing technical teams.
- Solid financial and operational acumen, including budget ownership and cost control.
- Customer‑focused mindset with the ability to balance service quality, profitability, and operational efficiency.
- Excellent communication, organizational, and stakeholder management skills.

Territory & Travel Requirements

- Responsible for service operations across Ontario .
- Based out of the Mississauga office , with regular regional travel required.
- Valid driver’s license and clean driving record required.

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📌 Regional Service Manager (Mississauga)
🏢 Potenco
📍 Mississauga