Regional Service Manager – Richmond Hill

Hobart is the leading supplier of equipment, systems and service in the food industry. Hobart offers the broadest line of equipment including cooking, food preparation, refrigeration, bakery systems, warewashing and waste systems, and weighing, wrapping and labeling systems. Headquartered in Toronto, Ontario with branch offices in Halifax, Nova Scotia, Montreal, Quebec, Calgary and Edmonton, Alberta, and Vancouver, British Columbia. The company employs 240 people, including over 125 service technicians providing nationwide service.

The Regional Service Manager (RSM) is responsible for the overall operational, financial, and people leadership of a specific service region. This role leads Service Area Managers, Service Advisors, and field service teams to ensure the consistent delivery of exceptional customer service, safe work practices, operational excellence, and profitable growth. The RSM acts as the primary leader of the service business within their assigned region and is accountable for achieving revenue, profitability, customer satisfaction, technician utilization, safety, and employee engagement objectives.

Success in this role requires a strong balance of leadership, business acumen, financial management, strategic planning, and customer relationship management. The RSM must be comfortable reviewing financial forecasts, coaching managers, resolving customer escalations, developing talent, and supporting field operations. This position will be based in Richmond Hill, ON, and will report directly to the Business Unit Manager.

Qualifications:

• Diploma or Bachelor’s degree in Business Administration, Management, Engineering, Technical Services, or a related discipline preferred. Equivalent industry experience will be considered.
• 7+ years of service management, operations leadership, or technical field service experience.
• Minimum 3-5 years leading managers, supervisors, or multi-site service operations.
• Experience managing P&L responsibilities and operational budgets.
• Experience leading large mobile workforces and field service teams.
• Strong customer-facing leadership experience.

Responsibilities:

• Strategic Planning: Develop regional strategies that align with corporate objectives. Identify opportunities for operational improvement, market expansion, and service growth. Support business transformation initiatives and organizational change.
• Operational Leadership: Lead all day-to-day service operations across the assigned region. Ensure service delivery standards are consistently met or exceeded. Monitor workload, response times, call completion rates, technician productivity, and customer satisfaction metrics. Drive continuous improvement initiatives that improve efficiency, service quality, and profitability.
• Customer Relationship Management: Maintain strong relationships with key customers and strategic accounts. Serve as the senior escalation point for customer concerns and service disputes. Conduct regular customer business reviews and site visits.
• Financial Management & Business Performance: Own the financial performance of the region, including revenue, profitability, labor efficiency, and cost control. Develop, manage, and execute annual operating plans and budgets.
• Leadership & People Management: Lead and develop a team of service leaders and support personnel. Establish performance expectations, conduct performance reviews, and support career development planning.
• Talent Acquisition & Workforce Planning: Participate in candidate selection, interviewing, and hiring decisions. Develop staffing plans aligned to growth projections and service demand.
• Training & Technical Development: Ensure technicians and Service Area Managers receive appropriate technical, safety, and leadership training. Promote knowledge sharing and mentoring throughout the region.
• Safety, Compliance & Risk Management: Champion a safety-first culture throughout the region. Ensure compliance with all health, safety, environmental, and regulatory requirements.
• Fleet, Asset & Resource Management: Oversee regional fleet management activities, including maintenance, licensing, and replacement planning.

Total Compensation: The expected base compensation for this position is $130,000-$140,000/year base depending on relevant experience, technical competencies, certifications, etc. + annual incentive bonus. In addition, all full-time employees are eligible for additional benefits, including Medical, Dental, Vision, STD/LTD/AD&D, Life Insurance, RRSP Matching, Pro-rated Vacation Entitlement, Paid Statutory Holidays, Employee Assistance, etc.

This posting is for a current vacancy. We value diversity in the workforce and encourage all qualified candidates to apply. Disability related accommodation during the recruitment process is available upon request. We appreciate all responses and advise that only those candidates selected for an interview will be contacted.