We are seeking a proactive and experienced Service Manager to lead a team of service technicians. This role is key to ensuring efficient scheduling, operational excellence, regulatory compliance and outstanding customer service. The ideal candidate is highly organized; solutions driven; problem solver, and thrives in a fast-paced environment. If you are passionate about leading teams and delivering top-tier service, we would love to connect with you.
Key Responsibilities
Scheduling & Dispatching
- Coordinate and optimize daily technicians’ schedules to maximize efficiency and resource utilization.
- Prioritize service calls based on urgency, technician expertise and availability to ensure timely response.
- Deliver clear job instructions and real time updates to technicians to support a seamless service delivery.
- Proactively adjust schedules to respond to changing demands, improving both team productivity and customer satisfaction.
Operations & Administration
- Maintain accurate job documentation, permits, contracts, and KPI tracking
- Ensure customer records are current and well-managed in company systems
- Oversee parts ordering, inventory control, and vehicle maintenance
- Confidently direct and shape the future growth and expansion of this pivotal role
- Experience in plumbing field is an asset
Compliance & Permits
- Manage permit applications and inspections for gas and plumbing work
- Ensure all work meets current regulatory and safety standards
Team Coordination
- Lead and mentor a team of 20 service technicians by setting a strong example and fostering a collaborative and accountable work environment
- Partner closely with CSR, sales and finance teams to ensure alignment with organizational objectives and service excellence.
- Coach on effective call handling techniques and customer service best practices.
- Drive a high-performance culture by holding team members accountable, recognizing achievements, and providing ongoing support and development of staff.
Customer Experience
- Act as the primary escalation point for customers issues addressing concerns with empathy, professionalism and timely resolution.
- Proactively follow up on completed jobs to confirm customers satisfaction and address any residual needs or concerns.
- Foster long term relationships with customers to drive loyalty, trust and positive word of mouth referrals.
- Demonstrate exceptional interpersonal skills and a strong ability to read and respond to customer cues and behavior.
Team Development
- Mentor technicians and office staff, leading by example
- Participate in ongoing training and team development initiatives
- Identify and implement opportunities for improvement and growth
Qualifications
- Proven experience managing service operations; HVAC/plumbing/gas industry experience is a strong asset
- Strong organizational and scheduling abilities
- Proficiency with scheduling software and Microsoft Office
- Calm under pressure with a resourceful, problem-solving mindset
- Excellent communication skills and a customer-first attitude
- Familiarity with mechanical systems is a plus, but not required
Why Join Us?
- Empowerment – We value your insight and give you the freedom to own your role
- Supportive Culture – Collaborate with a team that has your back
- Growth-Oriented – Opportunities for professional development and career advancement
- Work-Life Balance – Enjoy a Monday to Friday work week with consistent hours
- Competitive Compensation – We recognize and reward your contributions
Please submit resumes to: [email protected]
Job Types: Full-time, Permanent
Pay: $50,000.00-$80,000.00 per year
Benefits:
- Dental care
- Extended health care
- Life insurance
- On-site parking
Schedule:
- Monday to Friday
Experience:
- managerial: 1 year (required)
- Technical support: 1 year (required)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
Job Types: Full-time, Permanent
Pay: $50,000.00-$80,000.00 per year
Benefits:
- Dental care
- Extended health care
- Life insurance
- On-site parking
Work Location: In person
