Product Support Manager at Toromont CAT Material Handling Division

Hamilton, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

18 Jul, 26

Salary

114775.0

Posted On

19 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Operations management, Product support, Strategic planning, Data analysis, Customer service, Technical training, Process improvement, Budgeting, Microsoft Office, AS400, Communication, Problem-solving, Team management, Warranty claims management, Procurement

Industry

Machinery Manufacturing

Description

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. Pay Type Full Time, Permanent Compensation $91,820 - $114,775 The listed base salary is just one component of our total rewards package, and performance-based or discretionary bonuses may be available As a Product Support Manager, YOU will experience: * 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 In a typical day, YOU will: * 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 * Must-haves for this role: * 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) * About Toromont Material Handling Toromont Material Handling, a wholly owned subsidiary of Toromont Industries Ltd., sells, rents and provides after-sales service for the full range of Caterpillar, Mitsubishi, and Jungheinrich forklifts. We are also the authorized exclusive dealer for Kalmar lift trucks and container handlers, AUSA rough-terrain forklifts, Shuttlewagon Rail Car Movers and Hoppecke energy solutions. TMH also offers a full range of racking and storage products, and specialized floor cleaning equipment. Artificial Intelligence (AI) Please note that our hiring processes involve the use of artificial intelligence (AI) tools to assist with screening, assessing, or selecting candidates; all final decisions are reviewed by our Talent Acquisition team to ensure fairness and compliance with applicable laws.

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Responsibilities

The Product Support Manager oversees after-sales service activities, including technician dispatching, billing, and warranty claims across Eastern Canada. They are responsible for leading strategic projects, optimizing operational workflows, and managing team performance to meet business objectives.