Field Service Manager, Canada

Lead the Future of Sustainable Refrigeration

At Copeland, we are shaping the future of climate technologies through innovative refrigeration, controls, and facility management solutions. As a trusted partner to grocery retailers, cold storage operators, contractors, and end users, our technologies help improve sustainability, efficiency, and operational performance across North America.

We are seeking an experienced and dynamic Field Service Manager, to lead our Canadian Field Service organization. This leadership role is responsible for driving operational excellence, developing high-performing technical teams, supporting strategic customer relationships, and ensuring exceptional service delivery across our refrigeration and controls portfolio.

This is an exciting opportunity for a proven leader with deep HVACR or commercial refrigeration experience who is passionate about customer success, employee development, and growing service operations in a rapidly evolving industry.

Position Summary

The Field Service Manager is responsible for the leadership, performance, and development of Copeland Canada's Field Service team. This individual will oversee service delivery, technical support resources, customer engagement, workforce planning, safety compliance, and financial performance across Canada.

Working closely with Sales, Technical Services, Contractors, Key Accounts, and Customers, the successful candidate will ensure that field operations support company growth objectives while maintaining the highest standards of safety, quality, responsiveness, and customer satisfaction.

Key Responsibilities

Leadership & Team Development

• Lead and develop a national team of Field Service Technicians and Technical Specialists.
• Establish performance expectations and accountability measures aligned with company objectives.
• Coach, mentor, and develop employees to support career growth and succession planning.
• Foster a culture of collaboration, innovation, safety, and continuous improvement.
• Manage recruitment, onboarding, performance reviews, and employee engagement initiatives.

Service Operations Management

• Oversee day-to-day field service operations across Canada.
• Ensure timely and effective support of customer installations, startups, commissioning, troubleshooting, and emergency service activities.
• Drive service efficiency through effective scheduling, resource allocation, workload balancing, and capacity planning.
• Develop operational strategies to improve response times and customer satisfaction.
• Monitor and report on service metrics, utilization, productivity, and performance trends.

Customer & Contractor Engagement

• Build and maintain strong relationships with major contractors, retailers, consultants, and end users.
• Act as an escalation point for critical customer and technical issues.
• Support strategic accounts through proactive service planning and relationship management.
• Collaborate with sales teams to identify service growth opportunities and strengthen customer partnerships.

Technical Leadership

• Provide leadership and guidance on refrigeration controls, CO₂ systems, electronic controllers, monitoring solutions, and integrated facility management technologies.
• Support field teams with complex technical troubleshooting and problem resolution.
• Work closely with Engineering, Product Management, and Technical Support teams to resolve customer issues and communicate field feedback.
• Ensure consistent execution of technical standards and best practices.

Financial & Business Management

• Manage departmental budgets and resources.
• Monitor service revenues, costs, utilization rates, and profitability.
• Identify opportunities to expand service offerings and increase customer value.
• Support forecasting and workforce planning activities to align resources with future demand.

Safety & Compliance

• Promote and maintain a strong safety culture throughout the organization.
• Ensure compliance with all company policies, regulatory requirements, and industry standards.
• Lead safety initiatives, training programs, and continuous improvement efforts.
• Maintain a focus on risk mitigation and operational excellence.

Qualifications

Required

• Bachelor's Degree, Diploma, or equivalent combination of education and industry experience.
• Minimum 7 years of experience within commercial refrigeration, HVACR, controls, or related technical industries.
• Minimum 3 years of people leadership experience managing technical service teams.
• Strong understanding of commercial refrigeration systems, controls, commissioning, and troubleshooting.
• Demonstrated experience leading customer-facing service organizations.
• Excellent leadership, communication, and relationship-building skills.
• Strong business acumen with experience managing budgets, workforce planning, and operational performance.
• Ability and authorization to work travel across Canada as required - sponsorship will not be provided for this opportunity.

Preferred

• Experience with CO₂ refrigeration systems and modern supermarket refrigeration technologies.
• Experience supporting national retail or grocery customers.
• Familiarity with electronic controls, enterprise management systems, and facility management platforms.
• Project management experience.
• Bilingual (English/French) is considered an asset.

What Success Looks Like

In this role, you will:

• Build a highly engaged, high-performing field service organization.
• Strengthen relationships with Canada's largest refrigeration contractors and retail customers.
• Improve service responsiveness, efficiency, and customer satisfaction.
• Support growth in Copeland's services business across refrigeration controls, monitoring, and sustainable refrigeration technologies.
• Create a culture that prioritizes employee development, teamwork, accountability, and safety.

Compensation, Benefits & Perks

• Base Salary: $120,000 - 150,000 CAD
• 100% employer-paid health, dental, and vision premiums
• Health Care Spending Account (HCSA)
• Defined Contribution Pension Plan with company contributions
• Paid Vacation
• Hybrid work arrangement following onboarding