We are looking for a talented Service Manager to join our team specializing in Service for our Mississauga, Ont., branch.
Job Summary:
Manages service operations, workshop or field, that provide retail or distributor product or application services. Manages department personnel along with the departmental budget.
In this role, you will make an impact in the following ways:
- Service operations leadership — Overseeing all service staff and supervisors to ensure smooth, efficient daily operations and rapid resolution of complex issues.
- Performance coaching — Providing timely, constructive feedback that strengthens individual performance and accelerates employee growth.
- Employee development — Creating meaningful development opportunities that build capability, confidence, and long‑term career progression.
- Continuous improvement — Leading process reviews and implementing improvements that align with evolving customer expectations and organizational goals.
- KPI management — Monitoring service performance metrics, identifying gaps, and taking decisive action to address issues and capitalize on opportunities.
- Quality and workload oversight — Ensuring work output consistently meets company standards while maintaining high levels of customer satisfaction.
- Trend analysis — Spotting operational trends early and initiating changes that protect service levels and support business objectives.
- Customer relationship building — Maintaining positive, professional relationships with key customers and ensuring service operations meet or exceed their expectations.
To be successful in this role you will need the following:
- Financial acumen — Using financial indicators to guide decisions, protect margins, and ensure service operations support business goals.
- Action orientation — Moving quickly on new opportunities and challenges to maintain momentum and deliver timely results.
- Effective communication — Tailoring messages to different audiences to ensure clarity, alignment, and strong cross‑functional collaboration.
- Customer focus — Building strong relationships and ensuring service delivery consistently meets or exceeds customer expectations.
- Talent development — Coaching employees, creating growth pathways, and strengthening the team’s long‑term capability.
- Accountability — Setting clear expectations, following through on commitments, and ensuring others deliver reliably.
- Process optimization — Streamlining workflows and driving continuous improvement to enhance efficiency and service quality.
- Service capability & documentation — Applying service capability metrics and maintaining accurate documentation to support consistent, high‑quality service delivery.
Education, Licenses, Certifications:
College, university, or equivalent degree in a relevant discipline or relevant experience equivalent required.
This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
Significant level of relevant technical experience, including supervisory experience, required.
- Conduct regular customer visits to uncover needs, identify competitor gaps, and position Cummins as the preferred provider.
- Resolve escalations quickly to protect customer loyalty and retention.
- Own service financial performance including revenue, margin, recovery, and burden management.
- Analyze job costing, technician efficiency, and quoting accuracy to identify improvement opportunities.
- Ensure consistent process execution across scheduling, workflow, and service delivery to maximize throughput.
- Partner with supervisors to maintain high technician productivity and reduce non‑billable time.
- Coach supervisors and frontline leaders to build a high‑performing, customer‑focused service culture.
- Collaborate cross‑functionally with parts, operations, projects, sales and branch leadership to align on growth priorities.
- Perform effectively under high volume by staying composed, organized, and focused in fast‑paced, high‑pressure environments.
- Adapt quickly to change
Qualifications & Experience
• Minimum 10 years of experience in the power generation, engine, transportation, heavy equipment or related service industry, including progressive leadership responsibilities.
• Minimum 5 years of management experience leading service operations, including workforce planning, employee development, performance management, customer support, and financial accountability.
• Demonstrated experience managing service teams in a Power Generation environment; exposure to on-highway and/or industrial markets is considered a strong asset.
• Proven ability to develop employees, build high-performing teams, and support organizational growth through coaching, mentoring, and leadership development.
• Strong business acumen with demonstrated success managing operational performance, service profitability, customer satisfaction, and key business metrics.
• Experience leading multi-disciplinary teams and supporting diverse customer segments and product lines is considered an asset.
• Experience working within a unionized environment is considered an asset.
• Technical background as a Power Generation, Heavy Equipment, Diesel Engine, or related technician is a strong asset.
• Ability to operate effectively in a growth-oriented leadership role with increasing responsibility across multiple business segments.
• Must be eligible to obtain and maintain Canadian Controlled Goods Program (CGP) registration/clearance as required for the position.
Ontario Pay Transparency Act
· The annual salary for this position is $120000 – $157000
· This role includes benefits (Health, Dental, Vision, pension plan) starting on your first day. It does include: a Variable compensation of 12%
· This posting is for 1 vacancy
· Cummins does not require Canadian experience, supporting equitable opportunities for all applicants, including newcomers.
· We use artificial intelligence or automated systems in parts of our screening process, in accordance with Ontario regulations
COMPENSATION AND BENEFITS
Base salary rate commensurate with experience. Additional benefits vary between locations and include options such as our Company Pension Plan, Medical/Dental/Life Insurance, and a full complement of personal and professional benefits.
At Cummins, we are committed to the principles of diversity and employment equity under the Employment Equity Act, and we strive to ensure that our workforce reflects the diverse nature of Canadian society.
Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.
The successful candidate will be subject to our Pre-Employment Background Screening process which consists of a Criminal Background Check