Operations Manager

Our journey began on April 1, 1990, with two salesmen, no products, no customers, and one shared vision: to transform the way instrumentation is bought and sold.

More than 30 years later, while the world of instrumentation has evolved, our commitment to delivering expert guidance and exceptional customer service remains steadfast. With nationwide service, we're proud to support industries across the country, a success made possible by the loyalty and trust of our customers and partners. As we continue to grow, we have shifted our focus to a service and rentals first mindset, understanding the customer needs.

About the Role:

BHD Instrumentation is seeking a dynamic and results-oriented Manager; Operations to lead our customer-facing teams and drive exceptional customer experiences. Reporting directly to the Vice President; Operations, the Operations Manager will oversee day-to-day coordination across our Rental and Calibration departments to ensure seamless operations, high asset readiness, and top-tier white-glove service delivery. This role supports execution of the rental fleet, ensuring utilization, visually and mechanically ready, and aligned with customer demand. The ideal candidate will have a proven background in operations, a strong eye for detail, and a drive for continuous improvement. The ideal candidate will embody our core values and champion a customer-centric culture throughout the organization.

Responsibilities: Strategic Operations Oversight

- Provide overall leadership and strategic direction for daily operations across the Rental, Calibration, and Sales support functions

- Serve as the key operations liaison between front-line supervisors and executive leadership, translating strategic goals into tactical execution

- Participate in business planning to forecast operational needs, workforce requirements, and capital investment in facility improvements

- Maintain strong alignment with Sales and Customer Service to anticipate demand spikes, manage operational constraints, and prioritize high-value customer engagements

Fleet & Asset Management

- Support Asset Manager Canada in developing and enforce high standards for asset appearance, cleanliness, calibration compliance, and service history before dispatch to clients

- Manage the branch to the established KPIs and track performance daily to ensure rental assets are consistently available, functional, and meeting customer expectations

- Confirm robust asset tracking and preventative maintenance schedules are followed rigorously to maximize uptime and longevity

- Work with Asset Manage on utilization reviews and execute plans to rotate, retire, or reinvest in inventory based on performance, age, or customer feedback

Cross-Departmental Leadership

- Act as a unifying force between Rental, Calibration, and Sales Support teams, fostering a collaborative, customer-focused culture

- Hold weekly operations sync meetings to align departmental priorities, address interdependencies, and remove barriers to performance

- Own the interdepartmental handoff process — ensuring clarity in roles, expectations, and documentation between internal stakeholders

- Support the Sales team by ensuring operational readiness to fulfill urgent or high-priority customer orders and by providing data on fleet availability and lead times

Team Leadership & Performance Management

- Lead and mentor a team of supervisors, coordinators, and technicians; conduct regular one-on-ones, performance reviews, and career development planning

- Set department-level KPIs and hold leaders accountable to weekly, monthly, and quarterly performance targets

- Build succession planning and cross-training programs to ensure business continuity and workforce flexibility

- Promote a safety-first, quality-driven culture — ensuring all operational activities adhere to company policies and regulatory requirements

Continuous Improvement & Systems Management

- Identify gaps in operational systems, data visibility, or technology utilization (e.g., calibration tracking, fleet scheduling, reporting tools)

- Lead cross-functional improvement initiatives and Kaizen events to address recurring pain points or inefficiencies

- Work closely with the Business Central system administrator to ensure workflows, inventory visibility, and job status tracking are configured to support operational goals

- Recommend capital expenditures or process automation to support scale, reduce cost per transaction, or improve service speed

Requirements:

- 3+ years of operations or logistics management, preferably in equipment rental, calibration, or industrial services

- Proven leadership skills managing multi-functional teams and service processes

- Strong understanding of asset life cycles, maintenance programs, and calibration scheduling

- Proficient in inventory or asset management systems (Business Central experience is a plus)

- Exceptional organizational, communication, and problem-solving skills

- Ability to thrive in a fast-paced, customer-focused environment

Core Values in Action:

At BHD Instrumentation, our core values are not just words on a page - they are the principles that guide our actions every day. As the Operations Manager, you will be expected to:

- WE TAKE CARE OF BUSINESS [TCB]: Consistently go above and beyond for our customers, proactively solving their problems and anticipating their future needs. Empower your team to take ownership and find solutions

- WE BRING OUR BEST SELF: Foster a positive and supportive team environment where individuals feel comfortable bringing their unique perspectives and contributing their best. Lead with empathy and understanding

- WE "20 MILE MARCH" EVERY DAY: Demonstrate discipline and consistency in your work and inspire your team to do the same, ensuring tasks are completed accurately and on time, building reliability for our customers

- WE EMBRACE AND DRIVE CHANGE: Be adaptable and proactive in identifying opportunities for improvement and driving positive change within the Manager, Operations organization and across the company. Learn from mistakes and challenge norms when necessary

- WE ARE MINDFUL: Encourage thoughtful decision-making and ensure that the impact of our actions on both customers and teammates is carefully considered

- WE ARE RESULTS DRIVEN: Be motivated by achieving measurable results and hold yourself and your team accountable for meeting and exceeding targets. Use data to inform your strategies and celebrate successes