Customer Service Operations Manager Jobs in Ontario

Sandvik Mining is seeking a

Field Service Operations Manager

Location: Sudbury, ON

*Relocation assistance to Sudbury may be available for the successful candidate.

At Sandvik, we offer you a world of opportunities. Our diverse businesses and global network enable you to explore your potential and thrive. We recognize your performance and offer various ways to fuel your growth towards exceptional achievements.

We are currently seeking a Field Service Operations Manager to join our team. The Field Service Operations Manager leads a dedicated team of Field Service Technicians, ensuring operational excellence, safety compliance, and alignment with strategic growth objectives. This role builds strong customer partnerships, drives continuous improvement, and develops a high-performing technical team to deliver exceptional service quality. This role reports directly to the National Services Manager and requires close collaboration with multi-divisional teams.

Are you a results-driven leader with a passion for developing teams and driving operational excellence? Do you have experience supporting customers in the mining industry? If so, we want to hear from you!

While searching for the best opportunity for yourself today, we are already thinking ahead of your future tomorrow. So now we challenge you to take it one step further and apply!

What you will be doing

Operational Leadership

• Direct and organize daily field service operations, including equipment commissioning, scheduled and unscheduled service calls, and warranty case handling.
• Coordinate customer training and technical support, ensuring safe, effective operation and maintenance of equipment.
• Execute contracts with strict adherence to scope, deliverables and commercial terms.

Administration, Compliance & Financials

• Ensure accurate maintenance logs and work order quality, including precise labour entry, parts usage, and service notes in the CMMS.
• Drive timely invoicing by validating documentation completeness, approvals, and charge capture in accordance with finance procedures.

Team Leadership & Capability Development

• Build, mentor, and retain a highperforming team of OEM expert and collaborative technicians who understand processes and deliver consistent quality.
• Develop competency in bulletin management, warranty handling, and technical troubleshooting, embedding standard work, diagnostics guides, and firsttimefix practices.
• Foster a culture of accountability, innovation, and continuous improvement, recognizing performance and coaching to close skills gaps.

Customer Engagement & Success

• Maintain regular communication with customer supervision, management, and internal stakeholders to align priorities and resolve issues proactively.
• Organize periodic reviews of maintenance KPIs with customers; interpret trends, agree improvement targets, and confirm actions and owners.
• Develop and follow up on action plans that help customers maximize equipment efficiency, availability, and costperton or cost-per-hour performance.
• Act as a trusted advisor-anticipate needs, recommend optimizations, and support longterm customer success and lifecycle outcomes.

Performance Management & Reporting

• Provide regular reports to senior management covering KPIs, OKRs, and progress against SMART objectives (leading and lagging indicators, risks, mitigations, and wins).
• Identify process optimization opportunities and lead productivity initiatives (standardization, takt alignment, waste reduction, and digital enablement).

Planning & Resource Readiness

• Plan the necessary tools, test equipment, and spare parts per work procedures and job plans; assure logistics, safety permits, and access are in place.
• Use knowledge and experience to resolve standard client problems efficiently, escalating nonstandard issues with clear data and recommendations.

Technical Expertise

• Demonstrate systemslevel understanding of hydraulics, mechanics, electricity, automation, pneumatics, and materials, and how these interact in applications.
• Stay current on industry developments, client operations, products, and technical best practices.

Other

• Perform other duties as assigned, supporting special projects, audits, and crossfunctional initiatives when required.

Environmental Health and Safety

• We are ethical and compliant, dedicated to health, safety, and sustainability. We put health and safety first!

What you will bring along

• Bachelor's degree in Engineering, Business Management, or a related field, or a diploma/certificate in a relevant discipline (Mechanical, Electrical, or Industrial). Equivalent work experience may be considered in lieu of formal education.
• Minimum 5 years of proven experience in maintenance management or field service operations, preferably within the mining or heavy equipment industry.
• Demonstrated success leading teams and managing service operations across multiple sites.
• Hands-on experience with warranty processes, technical troubleshooting, customer training, and continuous improvement initiatives.
• Strong leadership and team management skills, with the ability to motivate, coach, and develop a diverse workforce.
• Proven ability to foster a culture of accountability, innovation, and continuous improvement.
• Skilled in conflict resolution, change management, and performance development.
• In-depth knowledge of mining equipment, applications, systems, and their interactions, including hydraulics, mechanics, electrical systems, automation, and pneumatics.
• Solid understanding of safety regulations, compliance requirements, and best practices within mining and heavy equipment environments.
• Proficiency in troubleshooting, technical bulletin management, and warranty administration.
• Experience with CMMS platforms (e.g., Maximo) and digital tools used for maintenance planning, reporting, and operational effectiveness.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent organizational and time management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Ability to identify process improvement opportunities and drive productivity-enhancing initiatives.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Ability to serve as a trusted advisor by providing technical expertise, operational guidance, and strategic recommendations.
• Proficiency with the Microsoft 365 Suite, including Word, Excel, PowerPoint, Outlook, Teams, and SharePoint.
• Valid driver's license required.
• Miner Common Core, Generic First Line Supervisor Common Core (#770141), Canadian Mining Certification Program (CMCP), and bilingualism (English/French) are considered assets.

In return for your passion and drive we will offer you...

• The opportunity to make an impact on our business performance.
• The opportunity to be part of an ambitious team, in an industry leading business.
• The opportunity to reach your full potential.
• Ongoing development and training.
• An excellent comprehensive compensation package including a pension plan with matching, competitive health, dental, life and disability benefits.

Our Culture

Our core values are the soul of the company. They guide us in our actions and daily business decisions. We are a company with an open-minded culture that encourages employees to share ideas and work innovatively. We embrace diversity and inclusion and inspire everyone to bring their authentic selves to work everyday!

We take pride in our agile customer-focused decision making. We empower our employees, providing strong performance management and opportunities to grow your career.

Do you want to learn more?

To learn more about Sandvik, our people and products please visit our website: https://www.home.sandvik/en/about-us/

How to Apply

All qualified persons are encouraged to apply atwww.sandvik.com/careerstothe Field Service Operations Manager requisition# R0096272; While we thank all candidates for their interest, only those considered for an interview will be contacted.

We are an equal opportunity employer which values diversity in the workplace and encourage applications from members of equity-seeking communities including women, racialized persons, Indigenous persons, persons with disabilities, and persons of all sexual orientations or gender identities/expressions.

We are committed to creating an inclusive and barrier free experience to applicants with accessibility needs in keeping with the Accessibility for Ontarians with Disabilities Act; therefore, requests for accommodation can be made at any stage during the recruitment process. Please contactcommonHR.canada@sandvik.comfor more information.