Manager, Maintenance Response

Our client, a leader within the aviation industry who delivers innovative services and a world-class experience for their customers has retained our services to source a Manager, Maintenance Response. Our client fosters a vibrant environment promoting employee engagement, innovation and provides a highly competitive total rewards package.  Their employees are passionate about their work and are committed to teamwork, integrity and service excellence.


Reporting to the Associate Director, Terminal Infrastructure Response, you will be responsible for the Management of all systems within the Terminal Facilities to ensure the systems are available and operating at optimal standards by ensuring that response to maintenance calls and repairs meets all expectations set out by the customer. Service levels must adhere to established levels of operating performance.


  • Lead and manage maintenance team for response to System outages and non-intrusive preventative maintenance tasks within the company and within budget and aligned to the system work plan
  • Plan, recruit, coach and mentor direct reports to develop a team which will support and emulate the values of the corporation
  • Develop expectations of performance and standards of excellence, audit work performance, ensure compliance with Health and Safety policies and procedures
  • In conjunction with People and Culture manage labor relations issues in a fair and consistent manner.  Provide insight and participate as required in negotiations, grievances and arbitration
  • Resolve complex technical problems that may arise in relation to outages of the Terminal’s Systems
  • Review financial and other supporting KPI data to measure performance of the Response activities. Identify work program improvements and implement changes as required to achieve performance targets
  • Support design and construction projects intended to expand and/or restore Terminal Systems
  • Provide practical insight and assist Technical Services relating to the Terminal System’s Asset Management Program
  • In conjunction with the Operational Performance Manager, negotiate with suppliers and contractors to create optimal service level agreements


  • Post-Secondary degree or diploma in a related field or minimum 5 years of combined equivalent work  experience and education
  • Minimum 4 years demonstrated experience working in a customer centric environment
  • Minimum 4 years’ experience in People Management (direct report or cross-functional) in a multi-disciplinary environment
  • Minimum 4 years’ experience in a maintenance environment
  • Must possess experience with mechanical, electrical, conveyance and/or base building systems
  • Experience working in a unionized environment will be considered an asset
  • Working towards a professional designation in Facilities Management (BOMI, IFMA, PEMAC designation) is preferred
  • Must have demonstrated functional and working Knowledge of CMMS/EAM
  • Must demonstrate a business acumen mind set and conflict resolution skills
  • Ability to develop key relationships with stakeholders at all levels within the organizations as well as with external stakeholders
  • Proven ability to engage employees and lead a high-performing team to deliver results
  • Strong decision-making skills and demonstrates a sense of urgency to deliver operational excellence
  • A proactive team player with proven multi-tasking abilities
  • Strong ability influence across the organizations
  • Strong ability to communicate and present in a concise clear articulate manner
  • Proficient in Microsoft office suite of products: Outlook, Word, PowerPoint, Excel
  • Must be able to obtain and retain Transportation Security Clearance

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