Vaughan, ON
Founded in 1991, the Mircom Group of Companies is North America’s largest independent designer, manufacturer and distributor of intelligent building and life safety solutions. Reaching customers in over 100 countries worldwide, our portfolio includes: fire detection & alarm, communications & security, mass notification, nurse call, and building automation & smart technologies.
Mircom’s mission is to save lives and protect property by providing a line-up of innovative and advanced solutions which are scalable to satisfy diverse user demands, from small buildings to the largest complexes. Our commitment to North American manufacturing enables us to offer the highest quality and best competitive value across our vast range of products and solutions.
Summary:
The Service Team Lead is the primary day-to-day technical and operational resource for the service team, ensuring efficient end-to-end service delivery from call preparation and dispatch coordination through field execution, documentation, deficiency resolution, customer communication, and work-order closeout. This position establishes a clear point of accountability for service quality, technician support, and consistent execution of service standards.
Working closely with the Service Manager and Service Coordinators, the Service Team Lead drives improvements in response times, field productivity, regulatory and safety compliance, customer satisfaction, and overall financial performance of the service portfolio. This is a predominantly field-based role, with approximately 90% of time spent in the field and 10% in the office. This is a full-time permanent role based out of our head office in Vaughan, ON.
Key Responsibilities:
- Provide daily leadership, direction and technical support to service technicians.
- Monitor active calls, open work orders, priorities and escalations to ensure timely resolution.
- Coordinate with Service Coordinators to optimize scheduling, workload balance and technician utilization.
- Act as the first point of technical escalation, supporting troubleshooting, programming, testing, inspection, repair and system restoration.
- Confirm technicians have required information, tools, parts, access and documentation before attending site.
- Review work orders for accuracy and completeness, ensuring labour, travel, materials, deficiencies and follow-up actions are properly documented.
- Drive timely work-order submission and closeout to reduce billing delays, repeat visits and administrative rework.
- Ensure work is completed in accordance with company standards, codes, contractual requirements, safety policies and customer-specific procedures.
- Conduct field audits, workmanship checks and recurring deficiency reviews, and support corrective actions.
- Train and mentor junior and developing technicians, support onboarding, and promote cross-training and knowledge sharing.
- Support clear customer communication on service status, deficiencies, access issues and next steps; assist with escalated concerns and service recovery.
- Collaborate with internal departments (e.g., Projects, Sales, Parts, Finance) to resolve service-related issues and handoff gaps.
- Support achievement of revenue, margin, productivity and utilization objectives by protecting scope, reducing non-billable rework and promoting efficient call execution.
- Provide oversight for subcontractors and third parties to ensure quality, documentation, safety and scope compliance.
Requirements and Skills:
- Relevant technical diploma, trade certification, or equivalent industry experience in service, maintenance or field operations.
- Several years of hands-on field service experience (e.g., troubleshooting, repair, inspection, commissioning).
- Proven experience in a lead, senior technician, or front-line supervisory role.
- Strong understanding of service workflows: dispatch, field execution, documentation, closeout and billing.
- Working knowledge of applicable codes, standards, safety regulations and customer/site procedures.
- Valid driver’s license and ability to work primarily in the field (90% field / 10% office).
- Proficiency with laptops, mobile devices, service software/CMMS, and basic office applications (e.g., Outlook, Excel, Word).
- Ability to work flexible hours and respond to urgent or escalated calls as required.
- Strong technical troubleshooting and diagnostic skills across relevant systems/equipment.
- Solid planning, organization and time-management skills.
- Ability to prioritize multiple open calls, escalations and follow-up work.
- Clear, concise written communication for work orders, reports and customer updates.
- Professional verbal communication and customer-service skills, including issue resolution and service recovery.
- Leadership and coaching skills to support, mentor and develop technicians at varying skill levels.
- Collaborative mindset with the ability to work closely with Coordinators, Managers and other departments.
- Attention to detail and commitment to documentation accuracy and service quality.
- Strong safety mindset and ability to model and reinforce safe work practices.
- Analytical approach to recurring issues, rework and performance trends, with a focus on continuous improvement.
- High level of accountability, reliability and ownership of service outcomes.
- Ability to travel to job sites.
- Clean Driver's Abstract.
What Mircom Offers:
- A great working environment
- Competitive salary
- Group Insurance benefits
- Company RRSP program We would like to thank all applicants for their interest in this position however only those selected for interviews will be contacted.
Mircom Group of Companies is an equal opportunity employer that considers all applicants regardless of cultural background, religion, marital status, sexual orientation, family status, disability or any other grounds as outlined in the Ontario Human Rights Code. In compliance with the Accessibility for Ontarians with Disabilities Act, Mircom is committed to providing a welcoming and inclusive work environment for all individuals with disabilities in a respectful and dignified manner. Accommodations will be made available, upon request, to applicants who have specialized needs throughout the recruitment process.
At Mircom Group of Companies, we take a thoughtful and balanced approach to compensation. Salary ranges reflect the starting point for each role, while final offers are determined through a holistic assessment of the candidate’s skills, experience, qualifications, potential contributions, internal equity, and prevailing market conditions following the selection process. In addition to competitive pay, Mircom offers a comprehensive total rewards package that includes robust benefits coverage and RRSP.
Disclaimer: Mircom does not accept resumes from employment placement agencies, head-hunters or recruitment suppliers that are not in a formal contractual arrangement with us. Our recruitment supplier arrangements are restricted to specific hiring needs and do not include this or other job postings. Any resume or other information received from a supplier not approved in advance by Mircom to provide resumes to this posting or website will be considered unsolicited
