Job Description

Company Overview

All-Lift Ltd. has been a leader in the material handling industry since 1976, serving over 2000 customers across the Greater Toronto Area and beyond. As Canada's largest used lift truck dealer, we pride ourselves on our extensive rental fleet and commitment to customer service.

The

General Manager of Operations

leads all operational functions of the company, including service, dispatch, PM/LDI coordination, and warranty management. This role ensures efficient technician utilization, timely service delivery, maximum warranty recovery, strong customer satisfaction, and overall operational profitability. Working closely with the CFO and reporting directly to ownership, this leader drives operational excellence and long-term growth across all branches.

Key Duties & Responsibilities:

Strategic Leadership & Business Management

Oversee day-to-day company operations.

Translate company goals into actionable operational plans.

Support ownership with budgeting, forecasting, and business planning.

Provide leadership and direction across all operational departments.

Identify and implement improvements to efficiency, service quality, and workflow.

Operational Oversight

Oversee Dispatch, ensuring technicians are scheduled efficiently, jobs are prioritized correctly, and customers receive timely service.

Oversee Planned Maintenance (PM) and LDI coordination for customer and All-Lift owned assets; improve PM/LDI completion and provide monthly performance reports.

Ensure service work orders, PMs, and LDI tasks are completed accurately and on time while reducing time-to-invoice.

Oversee the Warranty Claims Department, ensuring all procedures are followed, documentation is complete, and the team is properly trained to maximize warranty recovery from suppliers.

Implement and maintain standard operating procedures across service, parts, and rentals to ensure consistency across all branches.

Ensure compliance with safety standards, Ministry of Labour requirements, and internal company policies.

People Management & HR Leadership

Manage Field Service Managers (FSMs), dispatchers, PM/LDI coordinators, warranty administrators, and Branch Managers.

Support the training, development, and performance management of technicians and administrative staff.

Lead hiring, onboarding, and staffing decisions for all operational roles.

Build and maintain a culture of accountability, teamwork, and strong customer focus.

Customer & Vendor Management

Serve as an escalation point for service issues and operational challenges.

Maintain high levels of customer service across all departments and branches.

Work with vendors to negotiate strong pricing, support programs, and warranty policies.

Strengthen centralized purchasing processes to streamline costs across all locations.

Financial, Administrative & KPI Management

Oversee job costing, budgets, margins, and operational expenses.

Approve overtime, purchasing, and operational expenditures.

Monitor and improve key KPIs, including:

Technician efficiency and productivity PM/LDI completion rates Dispatch response performance First-time fix rate Warranty recovery rates and claim accuracy
Provide regular operational performance reports to ownership.

Continuous Improvement

Identify bottlenecks across dispatch, PM, LDI, and warranty processes and implement corrective action.

Lead initiatives to improve technician productivity, service quality, and overall efficiency.

Improve cross-department communication between service, parts, rentals, dispatch, and PM/LDI teams.

Build scalable processes that support future growth and higher service volume.

General Manager Responsibilities

Work closely with the CFO and provide reports for all operational functions.

Make key operational decisions in the owner's absence.

Oversee all non-sales functions, including service, dispatch, PM/LDI coordination, warranty, and general operations.

Maintain alignment across departments and enforce operational discipline.

Qualifications:

Education:

Bachelor's degree in business/operations/engineering/logistics

Experience:

10+ years in operational leadership, including 5+ years at a senior level (Director/GM/VP). Strong background in field service, distribution, equipment maintenance, or industrial services. Proven success in managing multi-site operations and cross-functional teams.

Technical Skills:

Strong financial management skills (budgeting, margins, job costing). Experience with ERP/service management systems, dispatch workflows, warranty recovery, and PM/LDI coordination. Knowledge of employment standards, safety compliance, and HR practices.

Leadership Abilities:

Demonstrated ability to build accountable, high-performing teams; effective coaching and performance management; strong negotiation and communication skills across stakeholders.

Other:

Valid driver's license, strong problem-solving ability, and experience scaling processes and systems for growth.

Ready to lead a dynamic team at a recognized industry leader? Bring your expertise to All-Lift Ltd. where your leadership will drive success and innovation--apply now to elevate your career with us.

All-Lift Ltd. is an equal opportunity employer. All-Lift Ltd. welcomes and encourages applications from people with disabilities. Accommodation is available on request for candidates taking part in all aspects of the selection process. We sincerely thank all candidates who have applied; however, only those selected for an interview will be contacted. No agencies, please.

Job Types: Part-time, Permanent

Pay: $85,000.00-$160,000.00 per year

Expected hours: 40 per week

Benefits:

Casual dress Dental care Extended health care Life insurance On-site parking Paid time off Profit sharing
Education:

Bachelor's Degree (preferred)
Experience:

Operational Leadership: 10 years (preferred) Senior Lever: 5 years (preferred) managing multi-site operations : 5 years (preferred) budgeting, margins, job costing: 5 years (preferred)
Licence/Certification:

Driving Licence (preferred)
Work Location: In person