Job Description
Job Description
SETTING
Pattison ID is a highly successful, North American Company growing organically and through ongoing acquisitions. It is one of the world’s largest sign and physical branding element companies, with seven (7) manufacturing facilities, eight (8) sales and operations offices and over 1000 employees across North America. Pattison ID has many segments, such as Signage, Architecture, Digital, Maintenance and Leasing.
The company is dedicated to absolute customer satisfaction and the ultimate quality in its products and services. The culture of the company is focused on performance and accountability and supports employee empowerment and development.
The company operates independently within The Jim Pattison Group, headquartered in Vancouver, and comprised of over 605 locations worldwide. The Jim Pattison Group is broadly based across the automotive, media, packaging, food sales and distribution, magazine distribution, entertainment, export, and financial industries. With sales of over $15 billion in 2022 and more than 49,500 employees, the Jim Pattison Group is the second-largest private company in Canada.
Role Purpose
We are seeking an experienced Field Service Manager. The Field Services Manager is accountable for delivering a consistent, high-quality, safe, and scalable installation experience by leading Field Services teams across all assigned regions and pillars.
This role ensures that field execution operates to the same standards, that installation work is completed safely and correctly the first time, and that field teams are fully aligned with ITSD’s quality, customer experience, and execution objectives.
The Field Services Manager focuses on performance, consistency, accountability, and continuous improvement across the field organization.
Direct Reports
Field Services
-
- U.S. Petroleum Field Project Manager
- U.S. Signage Field Project Manager
- Canada Petroleum Field Project Manager
- Canada Signage Field Project Manager
Self-Perform Teams
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- Dallas / Fort Worth, TX Self-Performing Crew Members
- Pickering, Ontario Self-Performing Crew Members
Primary Scope of Accountability
- Field execution quality and consistency
- Subcontractor and self-performing crew performance and experience
- Safety, risk, and regulatory adherence (in partnership with H&S)
- Alignment between field execution, Project Solutions, and PMs
- Performance management of Field Project Managers and self-perform crews
- Survey readiness, accuracy, and technical reliability across all installation types
Core Responsibilities
Field Leadership & Alignment
Provide leadership, coaching, and accountability to:
-
- U.S. Petroleum Field Project Manager
- U.S. Signage Field Project Manager
- Canada Petroleum Field Project Manager
- Canada Signage Field Project Manager
- Dallas / Fort Worth Self-Performing Crews
- Pickering Self-Performing Crews
Ensure consistent field execution standards across all regions and pillars
Eliminate silos that create quality, cost, or experience variability
Lead regular Field leadership cadence (KPIs, trends, lessons learned)
Act as escalation owner for failing or high-risk installations
Installation Quality & Non-Conformity Reduction
Own field-driven quality outcomes
Review and act on trends in:
-
- Non-conformities
- Rework
- Return trips
Partner with Project Solutions to translate field failures into:
-
- Prevention measures
- Better training and standards
Hold Field Project Managers accountable for corrective actions
Safety, Compliance & Risk Management
Ensure consistent safety and compliance execution
Partner with Health & Safety leadership to:
- Identify training and certification gaps
- Reduce incident risk
Ensure petroleum, regulated, and high-risk site requirements are enforced
Hold teams accountable for compliance outcomes
Self-Perform Team Governance (Oversight)
Provide strategic oversight of self-perform operations:
- DFW (U.S.)
- Pickering (Canada)
Ensure self-perform teams:
- Meet the same quality and safety standards as subcontractors
- Provide actionable feedback to improve standards and documentation
Use self-perform crews as controlled pilots for new processes
Cross-Functional Alignment
Act as the primary Field counterpart to:
- Project Solutions Manager
Ensure field feedback is incorporated into:
- Training curriculum
- Installer Toolkit
Support PM confidence by ensuring strong, predictable field execution
Performance Management & Continuous Improvement
Define, track, and review Field KPIs
Conduct performance reviews for:
- Field Project Managers
- Self-Perform Crew leadership (as applicable)
Drive a culture of accountability, coaching, and continuous improvement
Contribute to ITSD strategic planning and ROI reporting
Survey Governance, Accuracy & Risk Prevention
Consolidate and standardize all company survey forms, including:
- Site surveys
- Technical surveys
Serve as the primary escalation point for survey review and technical accuracy confirmation
Ensure surveys adequately capture:
- Site constraints
- Installation feasibility
- Safety and access considerations
Identify recurring survey issues and implement corrective and preventative measures
Flag high-risk or complex jobs early to ensure proper planning, resourcing, and oversight
Lead internal and external training on survey requirements and best practices for:
- Field teams
- PMs (as appropriate)
- Subcontractors performing surveys
Year 1 Strategic Priorities
Stabilize field execution
Reduce non-conformities, rework, and return trips
Improve execution consistency and experience
Strengthen accountability and performance management
Improve alignment between Field Services and Project Solutions
Consolidate and standardize all survey forms
Reduce survey-driven installation failures
Improve early identification of high-risk and complex installations
Key Performance Indicators (KPIs)
Quality & Execution KPIs
-
- Non-Conformity Rate (YoY reduction %)
- Rework Cost as % of Installation Spend
- Return Trip Rate per 100 installs
- First-Time-Right Installation Rate
- Internal and Subcontractor training
Schedule & Reliability KPIs
-
- On-Time Installation Completion %
- Average Days Lost to Field Issues per Project
- Escalations Requiring Executive Intervention
Safety & Compliance KPIs
-
- Recordable Incident Rate (RIR)
- Safety Audit Pass Rate
- Regulatory / Petroleum Compliance Exceptions
Leadership & Team Health KPIs
-
- Field Project Manager Performance Ratings
- Self-Perform Crew Productivity & Quality Scores
- Field Team Turnover Rate
- Training Completion & Recertification Rates
Survey & Risk Prevention KPIs (Consolidate and clarify forms)
-
- Survey accuracy pass rate
- Reduction in rework and return trips tied to survey issues
- % of high-risk / complex jobs flagged pre-install
- Reduction in repeat survey-related errors
PM & Customer Experience KPIs
-
- PM Satisfaction with Field Support (Survey Score)
- Customer Installation Experience Feedback
- Reduction in PM Escalations Related to Field Execution
Key Interfaces
- Project Solutions Manager & Specialist
- Codes & Permitting Manager
- Health & Safety Leadership
- Field Project Managers (Petroleum & Signage)
- Self-Perform Teams
- ITSD Leadership
- PM Leadership
Success Profile
A successful Field Services Manager:
Drives consistency without creating bureaucracy
Holds leaders accountable while coaching them to succeed
Uses data to prevent problems, not just report them
Treats surveys as a critical risk-control tool
Flags complexity early and plans accordingly
Builds trust with subcontractors and internal teams
Elevates installation from a cost center to a competitive advantage
Primary Hand-Offs
Receives: Ready-for-install scope from Project Solutions
Receives: Approved build conditions from Codes & Permitting
Provides: Execution feedback and failure trends upstream
Does not own: Drawings, permits, or PM training