Sydney Stone is committed to attracting talented employees to continue to build on our company’s strengths and achievements. We offer a competitive benefits package and are an equal opportunity employer. If you are interested in any of the career opportunities below, please submit your resume and salary history to Human Resources at No phone calls please.

Job Listings


Technical Field Service Manager - Mississauga

Sydney R. Stone has been providing print finishing equipment and support for over 70 years. We are a professional, small business with clients across industries and sectors. We provide both new and used equipment, and have a dedicated team of field service technicians that provide excellent service across the country. Sydney Stone is known for its skilled, responsive team of technicians, knowledgeable and approachable sales and operations team, and family-run atmosphere.

With offices in Toronto and Vancouver, the Sydney Stone team prides itself on strengths in teamwork, collaboration and commitment to excellence, both in individual divisions, and company-wide.

The Service Department is a key team within the organization, and an integral component to the company’s many years of successful partnerships with customers.

Position Description:

The Service Manager is responsible for ensuring that the Sydney Stone service team is providing industry leading customer and technical service to our customer base. The incumbent works closely with the Managing Directors, and is responsible for hiring, training and managing the execution of the activities of the service team.

Working Relationships:

The Service Manager in this role works closely with the Managing Directors to evaluate and meet the expectations of the department. The incumbent will also work closely with the sales and operations teams to ensure smooth communication with customers, and to achieve the larger goals of the organization. Finally, the Manager directly supervises and schedules the work of our team of outstanding field service technicians in the Toronto and Vancouver offices, including providing strong leadership, mentorship and support.

Position Duties:

The Service Manager will be responsible, broadly speaking, for the following duties. The position may require additional tasks as assigned.

50% Field Team Management

· Onboard and train team of service technicians to meet the demanding technical and communication needs of our customer base

  • Schedule of all regional installs, service work or repairs for the Toronto team
  • Provide support as required to the Vancouver field team

· Assist technicians daily with preparation for calls, and escalations for assistance during calls

· Provide inside support via manuals/ manufacturer communications to assist field service team

· Ensure customers are satisfied with the customer service experience from call placement to call completion. Identify gaps, and provide training plans where necessary.

· Ensure that rebuilds are done at a level that exceeds the expectations of our customers and sales team.

· Provide inside support for customers requesting direct help

· Provide hands-on support in cases requiring service escalations to support service team.

· Complete regular ride-along with each technician to ensure they are communicating and executing as per the guidelines of the service team, and provide coaching and support where required.

· Process equipment orders to setup for service team execution – create cases, coordinate PDI, interchange with warehouse about ship date and install date.

· Ensure professional, courteous, prompt and skilled approach to service by our service team.

30% Revenue strategies

· Managing the process of renewing existing service agreements by contacting customers, negotiating terms, and ensuring timely renewals.

· Developing and implementing a sales strategy for service agreements, including identifying target markets, pricing structures, and revenue / profitability goals.

20% Other

· Ongoing development of trainings plan and programs for our service team to ensure continual growth in team members; provide support in expanding their professional development

· Identify areas for improvement, enhanced efficiency and growth on a regular basis, and liaise with Managing Director for strategic planning

· Additional administrative, strategic or operational support as required or assigned

Required Skills and Experience:

· 5+ years of experience in coordination of workflow and/or scheduling is preferred; 2+ years of management, preferably of technical field teams is preferred, but combinations of additional relevant experience or education will be considered

· Diploma, Degree or other formal training in a technical field an asset; additional training or education in business or administration an asset, but not required

· Strong aptitude for organization, efficiency and coordination

· Experience with or aptitude for technical equipment: comfort in reading and understanding technical manuals, troubleshooting technical issues, and a keen understanding of machines

· Strong leadership skills, fostering an open and supportive environment, nurturing staff growth and development.

· High level of professional expectations, timeliness of response

· Demonstrated skills in communication, tact, diplomacy and interpersonal skills

· Experience with performance and strategic planning an asset.