Service Manager

Come join the largest supplier of automation and reliability solutions in our region. Discover what we can offer you and be the voice that turns technical expertise into real-world impact — To Help Industry Thrive in Eastern Canada.

As Automation Service Manager, you own the performance, reliability, and customer impact of our automation services. You lead a team of highly skilled field professionals responsible for delivering safe, efficient, and high-quality service at client sites.

This role sits at the intersection of people leadership, technical excellence, and customer accountability. You are responsible for how work gets done, how customers experience our services, and how your team grows — working closely with Sales, Project Management, Planning, and Training to deliver measurable value.

If you enjoy leading experts, solving complex automation challenges, and owning outcomes from planning through execution, this role was built for you.

• Lead, coach, and develop a team of automation service technicians and field service representatives.

• Plan workloads and schedules to ensure balanced coverage, responsiveness, and utilization.

• Hold regular one-on-one check-ins focused on performance, development, and support.

• Oversee performance management, time approvals, expenses, and vacation requests.

• Partner with the Training Lead to maintain compliance with Emerson DeltaV Field Service (DFS) certification requirements.

• Own team engagement and survey participation, acting on feedback to strengthen the employee experience.

• Foster a culture of accountability, collaboration, and safety.

• Own the execution of on-site installation, maintenance, troubleshooting, and optimization of DCS, PLC, and industrial control systems.

• Conduct site visits to assess needs, monitor progress, and validate system performance.

• Coordinate service activities with the Service Planner to ensure efficient, predictable execution.

• Ensure all service work meets industry standards, client specifications, and safety requirements.

• Review and validate technical reports, service deliverables, and customer documentation.

• Communicate clearly with customers at key milestones and upon completion of work.

• Define and implement preventive maintenance strategies to reduce downtime and extend system life.

• Ensure service contracts are delivered in line with customer entitlements and commitments.

• Plan, track, and report on service activities for key customer accounts.

• Support the Sales team in pre-sale service planning and service contract renewals.

• Own billability and utilization targets, aligning team capacity with customer demand.

• Identify opportunities to improve service execution, efficiency, and customer value.

• Drive a service culture aligned with documented customer value, QBR objectives, and Net Promoter Score (NPS).

• Act as the technical escalation point for complex automation issues.

• Guide advanced diagnostics, troubleshooting, and root cause analysis.

• Recommend sustainable, long-term solutions to recurring automation challenges.

• Collaborate with Inside Sales and vendors to source automation components and services.

• Stay current on automation technologies, industry trends, and best practices.

• Provide technical input and activity planning during project and service planning discussions.

• Collaborate closely with Project Management, Planning, Sales, and customers to align execution.

• Support the maintenance and optimization of internal automated systems.

• Ensure service activities comply with safety, environmental, and regulatory requirements.

• Enforce Laurentide's Safety Guide and Safe Work Card practices across the team.

• Promote a proactive, visible safety culture at client sites and internally.

• Bachelor's degree or DEC in engineering technology or a related technical field.

• Strong background in industrial automation (DCS, PLC, SCADA, networks, instrumentation, control systems).

• Advanced knowledge of DCS, PLC, and SCADA platforms.

• Minimum 5 years of experience leading a technical service team.

• Experience in customer-facing service environments.

• Comfortable using ERP systems and Microsoft Office tools.

• Experience supporting sales or service contract environments is an asset.

Laurentide's purpose is To Help Industry Thrive in Eastern Canada. More than words, our values compel us to think differently, act with integrity, and shape our future through what we do every day. Guided by Customer Centricity, Collaboration, People Matter, Hunger & Passion, Health, Safety & Environment, and Trust & Reliability, we work together to Empower People. Advance Industry.