COMPANY DESCRIPTION :
Hardt Equipment has been a leader in designing and manufacturing premium foodservice equipment for more than 40 years. The company specializes in high-performance rotisseries, hot merchandising cases, and cleaning solutions for the food retail industry. With a strong presence across North America, Hardt serves major supermarkets and big-box retailers, providing reliable, innovative equipment that helps them deliver high-quality prepared foods efficiently. Combining decades of industry expertise with a commitment to excellence, Hardt continues to set the standard in foodservice equipment.
JOB DESCRIPTION :
The Director of Service reports to the Chief Operating Officer (COO) and is responsible for ensuring the operational performance and modernization of Hardt’s service department, including after-sales service, customer maintenance programs, warranty reporting, equipment reliability initiatives, and service platform optimization. The Director manages a team of supervisors and technical support representatives to deliver timely, reliable, and cost-effective support, with direct reports including the Customer Service Manager, Parts & Accessory Supervisor, Business Intelligence Analyst, and Technical Support Representative. The role is accountable for workflow efficiency, reporting accuracy, partner network performance, and the adoption of digital tools.
TASKS AND RESPONSIBILITIES :
Service Strategy & Performance
Oversee operational performance of Hardt’s third-party service network.
Lead modernization of the service department through platform adoption and optimization (Monday.com, SIMS, ERP, Call Center, Field Service).
Drive continuous improvement of KPIs and SLAs, monitor call center workflow, partner performance, and resource allocation.
Maintain warranty reporting to reduce costs and provide proactive insights to COO and department leaders.
Manage major customer escalations, ensuring urgent issues are resolved quickly and communicated effectively.
Produce operational reports for COO and Sales/Account Management teams.
Partner Network Management & Continuous Improvement
Source, onboard, and manage third-party service partners, negotiating contracts and SLAs.
Conduct partner performance reviews, implement improvement plans, and optimize inventory and training.
Maintain senior-level relationships with key partners to enhance performance.
Manage evolution of service delivery software (SIMS, Epicor, Call Center, Field Service, Monday.com), translating business needs into functional specifications and overseeing rollouts.
Optimize transition to Monday.com as the primary service platform for workflow, reporting, and partner coordination.
Operations, Budget & Governance
Develop and manage budgets for Hardt Service and U.S. field operations.
Provide operational leadership for the American field service subsidiary, including site visits.
Develop service procedures for New Product Introduction (NPI).
Ensure legal, safety, and quality compliance across all service operations.
Actively contribute to senior leadership alignment with company strategic objectives.
People Development & Leadership
Lead, coach, and develop Hardt’s service team, aligning goals with KPIs.
Manage recruitment, onboarding, training, and structured workforce development.
Conduct skills assessments, provide feedback, and support career growth.
Oversee performance management, including SMART objectives, reviews, and improvement plans.
Ensure a safe and healthy work environment under Québec law (LSST).
Serve as a role model for company culture, champion change initiatives, and embed new processes and technologies.
Profil
QUALIFICATIONS :
DEC or Bachelor’s in Business Administration, Operations, or a related technical field.
Valid Class 5 driver’s license (Québec) or equivalent.
10+ years in service leadership, including 5+ years managing high-performing teams.
Bilingual French-English (daily English communication); Spanish is an asset
Advanced proficiency in Microsoft 365 (Outlook, Word, Excel, PowerPoint, SharePoint, Teams).
Knowledge of Epicor, SIMS, Call Center, Field Service, Monday.com; experience in platform optimization and transitions.
Skilled in data analysis and KPIs for SLA compliance, warranty cost reduction, and customer satisfaction; data-driven decision making.
Experience in partner and contract management, driving performance improvements.
Hands-on leadership in resolving service escalations and equipment breakdowns
Ability to prioritize under pressure and collaborate with Sales, Engineering, and Operations to align service delivery.
Informations contractuelles
WORK CONDITIONS :
Salary: $135,000 to $150,000 base, with up to 20% annual bonus
Schedule: Monday to Friday, 37.5 hours per week, occasional overtime
Travel: Approximately 10%
Work Location / Hybrid: 3 full days in-office, 2 days remote per week (remote work is a company-provided benefit, subject to change)
Benefits: Comprehensive health and dental coverage, Employee Assistance Program (EAP), basic life insurance, and access to virtual healthcare services, all effective from day one
Retirement: RRSP with employer match
Note : The masculine is used to lighten the text without prejudice to the feminine form.
ANY QUESTIONS ABOUT THIS ROLE?
Contact the assigned recruiter (see at the top of the page)
514.842.7846
Check the contact information of our team here.
