Product Support Manager

Toromont Cat • Sault Ste. Marie, ON

6d • CA$91,820 - CA$114,775 • Onsite

About The Position

Toromont Cat is seeking a Product Support Manager to join our team in Sault Ste Marie, ON. The Product Support Manager plays a key role in overseeing our division’s after‑sales service support activities, ensuring efficiency, quality, and profitability across all operations. This role is responsible for ensuring technicians are properly qualified, supported, and scheduled; coordinating service delivery; managing administrative processes such as dispatching and billing; and contributing to continuous improvement initiatives that help the division achieve its 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

Nice To Haves

• 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

• performance-based or discretionary bonuses may be available
• 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