Mechanical Service Manager

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We’re looking for a dynamic and experienced Service Manager to oversee and optimize our service team’s operations in British Columbia. This role is essential for maintaining high customer service standards, operational efficiency, and fostering team collaboration. The successful candidate will manage customer-facing roles like dispatch, ensuring the team has the tools and support they need to succeed.

Responsibilities:

• Oversee daily operations of service teams to ensure efficient workflow.
• Manage scheduling and dispatching of service technicians for timely responses.
• Ensure compliance with safety regulations and industry standards in all service activities.
• Develop training programs for staff to enhance skills in plumbing, HVAC, and maintenance.
• Monitor customer feedback to improve service quality and client satisfaction.
• Collaborate with other departments to streamline processes and improve service delivery.

Key Responsibilities:

• Maintain operational excellence and hold the service team accountable for key performance objectives, including customer response times and technician utilization.
• Actively lead, manage, and develop direct reports by setting clear performance goals, providing feedback, training, and necessary resources to drive success.
• Serve as an escalation point for customer concerns, ensuring swift resolution to maintain strong client relationships.
• Proactively identify at-risk clients and escalate concerns to relevant team members for timely intervention.
• Drive customer retention through exceptional service and ensure overall client satisfaction.
• Foster strong communication and collaboration with the service team, leadership, sales team, technicians, and both internal and external stakeholders.
• Manage complex service situations and prioritize urgent tasks to ensure seamless service delivery.
• Identify and implement opportunities for operational improvements, including workflow enhancements and resource optimization.
• Promote and maintain a positive team culture that aligns with our core values.
• Conduct performance reviews and ongoing coaching for service team members.
• Lead weekly service team meetings and contribute to leadership team discussions.
• Provide technical support in plumbing and HVAC as needed.
• Visit job sites to perform surveys for upcoming projects and assist with quotes and proposals.
• Be hands-on in the field and on the tools for some jobs and maintenance, especially in the initial stages of the team’s development.
• Perform other duties as assigned to support company objectives.

Qualifications and Experience:

• A team player with a proactive and positive attitude.
• Exceptional customer service and problem-solving skills.
• Strong organizational, verbal, and written communication abilities.
• High attention to detail and ability to multitask effectively.
• 3+ years of experience managing a service or operations team, preferably in the plumbing and/or HVAC industry.
• Experience overseeing at least 5 direct reports within a $5M+ revenue company.
• Strong business acumen with the ability to align operational decisions with strategic objectives.
• Entrepreneurial mindset with a self-starter approach to identifying and implementing process improvements.
• Collaborative leadership style with a proven ability to coach, train, and support a team.
• Data-driven approach to decision-making and performance evaluation.
• High energy and ability to handle complex situations professionally, while maintaining a customer-first mindset.

Salary: $100,000-$150,000

If you are ready to take your career to the next level with a company that values its people, apply now to join our team as our next Service Manager!

Job Type: Full-time

Pay: $100,000.00-$150,000.00 per year

Benefits:

• Dental care
• Extended health care
• Life insurance
• On-site parking
• RRSP match
• Vision care

Application question(s):

• How many years of experience do you have on your resume as a Plumber?
• How many years of experience do you have on your resume as a HVAC Technician?
• How many years of experience do you have on your resume as a Manager?

Work Location: In person