Job Title: Director of Operations
On-site/ Remote/ Hybrid: Onsite
Location: Montreal, QC (with regular travel to Quebec City and occasional travel to US locations)
Job Type: Permanent
Salary: $175,000 CAD Annually
The Director of Operations runs how the group delivers. You will lead field service, project delivery, service coordination and inventory across Canada and the US, and across the business, as one operation with one quality standard. You are accountable for service quality, technician utilization, project margin and on time delivery, and you build the processes and the leaders that let us grow.
Responsibilities:
Field service and dispatch
- Lead field service operations across all service hubs, including the Field Service Technical Manager and the service coordination team.
- Run one dispatch process for all technicians, with clear intake, assignment by skill and availability, and fast response to urgent calls.
- Own technician utilization and billable hours, and report on them weekly.
- Set and enforce one service report, job close and quality standard.
Projects and refits
- Oversee project delivery, including the Marine Electrical Project Manager, for refits, retrofits and newbuild work for commercial and government customers.
- Make sure scopes, schedules, budgets and margins are controlled from award to handover.
People and capability
- Hire, develop and retain technicians, engineers and managers, working with the CEO and our recruiting partners.
- Maintain a skills and certification matrix, a cross-training plan and a coverage plan for every region and OEM.
- Build a culture of safety, accountability and continuous improvement.
Inventory, tools and suppliers
- Manage inventory and tools across warehouses, with stocking rules by location and regular counts.
- Work with the commercial and OEM teams on supplier terms, dealership requirements and certifications that field service depends on.
Performance and systems
- Own operations budgets, KPIs and dashboards, and present results to the CEO and the board.
- Work with finance on job costing, invoicing, receivables and working capital tied to service and project work.
- Lead the operational side of our NetSuite and field service systems and drive process improvement and automation.
- Support customer relationships on key accounts and handle escalations.
Requirements:
- Degree or diploma in engineering, technology, business or a related field.
- At least 10 years of operations experience in marine, field service, shipyard or industrial services, including at least 5 years leading managers or multi site teams.
- Strong understanding of marine electronics (navigation, communication, automation) or marine electrical work, with credibility among technicians and engineers.
- Track record managing a service or project P&L, utilization and margin.
- Experience with an ERP and field service system, ideally NetSuite.
- Experience with government or public sector customers is an asset.
- Bilingual in French and English.
- Ability to obtain Canadian Reliability status and a Controlled Goods Program assessment.
- Willingness to travel across Canada and to US locations.
- Clear communicator, comfortable with customers, OEM partners, investors and the board.
