Product Support Manager

Toromont Material Handling/ Manutention Toromont • Hamilton, ON

13d

About The Position

The Product Support Manager oversees the division’s after-sales service support
activities, ensuring their efficiency and profitability for all eastern Canadian
service operations (from Saskatchewan to the Atlantic provinces, including the
Maritimes). The Product Support Manager ensures the proper qualification of
technicians, administrative support, and coordination of services, including
dispatching technicians to clients and billing, and is actively involved in
various improvement projects to achieve the division’s business objectives.

Requirements

• Bachelor’s degree in Business Administration or Engineering
• 5–8 years of leadership experience, ideally within product support, operations, or administrative support environments
• Exceptional communication skills, both written and verbal
• Strong proficiency with Microsoft Office and related productivity tools
• Self‑driven, highly motivated, and results‑oriented, with a strong commitment to customer service excellence
• Solid business acumen and the ability to make sound operational decisions
• Strong analytical and problem‑solving abilities
• Strategic mindset paired with a hands‑on leadership approach
• Proven ability to design, refine, and implement business processes
• Ability to foster a sense of urgency, accountability, and customer‑centricity within the team
• Working knowledge of industry‑related computer systems (experience with AS400 is considered an asset)

Responsibilities

• Ensure full compliance with CSAs and oversee efficient management of warranty claims, service systems, and procurement activities, including service vehicle coordination
• In collaboration with the Service Administration Supervisor, provide effective administrative and operational support to service technicians and ensure timely dispatch aligned with customer needs
• Deliver technical support and lead the planning, coordination, and execution of technical training programs, including forklift operation training
• Lead and execute strategic projects that support business objectives and operational improvements
• Produce, review, and maintain a variety of operational and performance reports
• Analyze operational data, identify issues or trends, and implement corrective actions
• Manage and optimize day‑to‑day operations, workflows, and material resources to ensure efficiency and service quality
• Lead, motivate, and develop the team to maximize performance, streamline processes, and enhance customer satisfaction
• Monitor and control expenses, revenue, gross profit, and the performance of assigned cost centers

Benefits

• Working within one of the safest organizations in the industry where your safety and well-being are our most important priority
• Working for the best in class equipment dealer and with the premium Caterpillar brand
• Opportunities to continuously Learn, Grow and Develop with our Toromont team through our internal Training teams that are geared for your success
• Competitive total rewards including: wages, benefits, and premiums (as eligible)
• An opportunity for flexible work schedules and opportunities across multiple locations across Eastern Canada

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 11-50 employees