Hybrid Service Operations Manager

at Sandvik

• Job title: Service Operations Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Canada

About the role

• Service Operations Manager leading a dedicated team to ensure operational excellence at Sandvik Mining. Overseeing field service operations and driving continuous improvement initiatives in a dynamic environment.

Responsibilities

• 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.
• 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.
• Build, mentor, and retain a high‑performing team of OEM expert and collaborative technicians.
• Maintain regular communication with customer supervision, management, and internal stakeholders to align priorities and resolve issues proactively.
• Provide regular reports to senior management covering KPIs, OKRs, and progress against SMART objectives.

Requirements

• Minimum 5 years of proven experience in maintenance management or field service operations, preferably in mining or heavy equipment industries.
• Demonstrated success in leading teams and managing service operations across multiple sites.
• Hands-on experience with warranty processes, technical troubleshooting, and customer training.
• Familiarity with safety compliance programs and continuous improvement methodologies.
• Bachelor's degree in engineering, certificate or diploma (Mechanical, Electrical, or Industrial), Business Management, or a related field.
• Equivalent work experience may be considered in lieu of formal education.
• Additional certifications such as Miner Common Core, Generic First Line Supervisor Common Core (#770141), or Canadian Mining Certification Program (CMCP) are considered assets.
• Valid driver’s license required.

Benefits

• Comprehensive compensation package including a pension plan with matching
• Competitive health benefits
• Dental benefits
• Life and disability benefits
• Ongoing development and training