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Yamaha Canada Music Job Opportunities

WHAT IS IT LIKE TO WORK FOR YAMAHA CANADA?

Our Toronto (Scarborough) office is a quiet and friendly place to work. We have a spacious lunchroom with an adjoining Japanese courtyard. There are ample meeting rooms, a training facility, and a music performance space. There are numerous employee events throughout the year including opportunities to interact with other departments, Canadian employees from outside Ontario, and senior management. We provide employee discounts on Yamaha gear. Yamaha offers a comprehensive, competitive compensation package including generous health and pension benefits. Yamaha Canada Music Ltd. is an equal-opportunity employer. Qualified applicants will receive consideration for employment without regard to race, colour, disability, religion, gender, gender expression, or national origin. We will provide equitable treatment and accommodation to ensure barrier-free employment. In accordance with the Accessibility for Ontarians with Disabilities Act, a request for accommodation will be accepted as part of the company’s hiring process. If you are invited to participate in an assessment process, kindly provide your accommodation needs in advance. Please be advised that you may be requested to provide medical/other documentation to Human Resources to ensure that appropriate accommodation is provided to you throughout the hiring process. If you are an individual with a disability and you need assistance or an accommodation during the application process, please kindly let us know when submitting your application.

WHO ARE WE?

Yamaha Canada Music Ltd. (YC) is the leading brand in music performance, music education, and the development of the musical product market in Canada. Established in 1969, YC has established our presence and market share with high-quality products in conjunction with our high-quality people and programs that have earned us the status as a trusted partner in music and education. We are Yamaha Canada, a wholly-owned subsidiary of Yamaha Corporation. After 50 years, we continue to drive demand for Yamaha musical instruments and home cinema products in Canada. Our team enjoys the privilege of providing emotional products and services that define and enhance people's lifestyles.

Technical Service Manager – MI and AV

Reports to: Vice President, Sales and Marketing

Duration: Full-time, permanent

Location: Scarborough, Ontario

Number of available positions: 1

Posted: July 16th, 2025

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Summary

The Technical Service Manager will streamline technical service operations, boost revenue, and elevate customer/dealer experience. The Technical Service Manager is responsible for planning and making strategic decisions throughout the lifecycle of all workorders, conducting market research, suggesting new approaches to grow the department, while prioritizing product and customer requirements. This role will work closely with Sales & Marketing, Customer Service and Customer.

The successful incumbent will possess an in-depth knowledge of Musical Instruments and AV Equipment service and repair, covering all aspects of acoustic and electronic components. Leadership responsibility includes supervising and leading the staff of the Technical Service Department to ensure the efficient functioning of the department.

This is an exciting opportunity to shape the future of our technical service department, ensuring our teams deliver exceptional customer experiences while maintaining efficiency and operational discipline.

The responsibilities of the Technical Service Manager include:

Lead and coach an onsite team building a culture of ownership, impact and customer-first thinking.
Develop operational excellence and performance targets that will improve service quality, effectiveness and growth.
Plan, organize, and direct the activities of the Yamaha Canada Music Ltd. MI/AV Service Technicians by implementing scalable, data-informed processes that optimize response times, repair speed, and service level targets,
Support dealer, service depot, and customer inquiries with direct contact as needed.
Communicate the service procedures set forth by Yamaha Corporation Japan to the technical service team and ensure activities are carried out in line with Yamaha's objectives.
Establish a culture where wins are measured by customer satisfaction and departmental growth.
Supervise the work of Service Technicians by facilitating and tracking project status; identifying problems and issues; allocating appropriate resources; and ensuring that technical support services are completed on schedule and at the highest levels of quality. Assists staff in the delivery of technical services as necessary and appropriate. Bring clarity and consistency to huddles, 1:1s, and team check-ins.
Provide mentorship, guidance, and direction to the end user to ensure high-quality. Foster collaboration between Product Owner and Technical Team to enhance product execution and delivery.
Manage the Service Help Desk, by prioritizing and assigning customer requests to the appropriate personnel and following through to completion of those requests assigned to Technical Services staff within the established guidelines (i.e. target resolution times per the designated priority). Own the escalation process from end to end by collaborating with various departments across the company or globally to solve complex issues, customer feedback and challenges to drive product evolution.
Work with the Vice President to prepare budget and assist in the preparation of the Technical Service Department's operating and project budget; forecast additional funds needed for equipment, materials, and supplies; monitor and approve expenditures; and implement adjustments as required.
Assists the Vice President by providing formal recommendations for changes in technology or management practices, creating and monitoring financial resources as related to specific projects, and aiding in operational and strategic planning.
Plan and manage assigned projects to ensure they are completed on time, within budget, and within scope using Yamaha’s project management standards, guidelines, and other available tools.
Work with Human Resources to recruit, train, motivate, and evaluate personnel; provide or coordinate staff training and education; work with employees to correct deficiencies and fully develop strengths; and coach/mentor.
Set KPIs for the Technical Services Team that supports the growth and development of employees and the business – setting out target timelines for work completion, providing responses to customers, etc. Leverage analytics and customer insights for service improvements.

To be successful in this role, the incumbent will possess the following:

10+ years of leadership experience in technical service, ideally within a music equipment store.
Ability to act as the product owner, providing end-to-end oversight of product in partnership with internal stakeholders.
Possess solid analytical skills that drive development and growth for the unit.
Proven track record on providing successful service and/or repairs for electronic and acoustic musical equipment.
Self-motivated with excellent hands-on skills and enjoys delivering quality service.
Team player, approachable, helpful, open-minded, problem solver, accountable, creative, adaptable, shows empathy and gratitude, has conflict resolution skills, and has decision-making skills.
Effective collaboration and communication with all levels of employees or customers.
Clear and effective communication of technical concepts to technical and non-technical audiences. Communicates and explains concepts to junior team members, with a sensitivity to personal ability and cultural diversity. May, from time to time, communicate bad news. Provide time-to-time updates, information, answers and solutions to management proactively and on request.
Ability to manage multiple projects/initiatives simultaneously.
Strong organizational skills for planning work assignments and completion times of work orders.
Flexibility is a must for attending after-hours meetings with our Head Office in Japan.
Provide a safe, positive and productive environment to all personnel.
Knowledge of an ERP system such as SAP is nice to have, but it is not required.
Completion of bachelor’s in business administration or applicable Technical Degree is required.
Possess excellent communication skills in English – French would be a great asset.
Proficient with MS Office products such as Excel, Word, Outlook, PowerPoint and MS Teams is required.
Some travel may be required within Canada, USA or Japan.

Yamaha Canada Music Ltd. is an equal-opportunity employer. Qualified applicants will receive consideration for employment without regard to race, colour, disability, religion, gender, gender expression or national origin.

We would like to thank all applicants; however, only those under sincere consideration will be contacted.

Please apply with a resume.

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