Service Operations Manager

5 months ago

Edmonton, Canada Service Experts Canada Full time

Overview:
**Service Operations Manager**

**Reports To**:General Manager

**Status**: Full-time, Regular

**Category**: Operations/Management

**Location Name**: McKinley Heating & Air Conditioning

**Location Address**: Edmonton, AB

**Join the team of experts and realize your true potential**

**Why You Should Join the Service Experts Team?**

Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth.** Join us and become an EXPERT**

**What Do We Offer You as a Service Experts Employee?**

Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee:

- Competitive pay, including incentive opportunities for many positions.
- Medical /Dental /Vision Insurance programs.
- RRSP Plan with company matching contributions.
- Life Insurance for you and options you can elect for your family.
- Short-Term and Long-Term disability insurance, that protects you and your family if you are unable to work.
- World class training opportunities through our Expert University Learning Management System.
- Career development opportunities.

**Position Summary**:
The Service Operations Manager is responsible for managing a team of field-based technicians, and sub-contractors delivering high quality maintenance/repairs of HVAC equipment including Furnaces, Air Conditioners, Boilers, Water Heaters/Treatment and other energy related products. Within the business, the Service Operations Manager has a specific responsibility for ensuring the delivery of the safety, financial and operational targets allocated to him/her.

**Responsibilities**:

- Foster a Safety Culture.
- Manage a team of field-based Technicians, ensuring that the standards/targets set for excellence, customer satisfaction, productivity and cost control of labor, contractors, and other resources used by the team are met. This will require the production of personal action plans.
- Ensure the team generates appropriate levels of sales leads and contract sales to contribute to the growth and profitability of the Company.
- Forecast and meet staffing requirements in line with the planning process and ensure an effective staffing/workload match and that productivity target/quality standards are met.
- Ensure that day-to-day operational problems which impact service delivery are identified and resolved.
- Ensure that the field staff submits invoices and payments for work performed to maximize cash flow.
- Schedule shifts to ensure that customer and business requirements are met.
- As a member of the General Manager's team, the Service Operations Manager helps to develop the business and contributes to the profitability of the Company.
- Undertake and ensure quality control is carried out so that all work complies with current codes, gas safety regulations and standards.
- Use information gained through day-to-day supervision and quality control to improve business processes.
- Ensure competency and performance appraisals are undertaken, so that training needs are identified and met.
- Develop and maintain excellent customer relations and resolve customer complaints, including negotiation/settlement of compensation and insurance within laid down parameters. Acts to identify and address the cause for complaint so that repetition is minimized.
- Identify potential or possible ways in which working practices can be improved and new methods introduced to maximize profitability.
- Develop a Service and Sales Culture built around our core values, stimulate active value participation.
- Engage and support your Tech team as they require with clear communication and responsiveness to their needs.

Qualifications:

- 5 Years Prior experience in the HVAC industry required.
- Demonstrated commitment to excellent customer service.
- Sales leadership aptitude.
- Strong technical and computer skills.
- Excellent communication skills.
- Excellent organizational skills.
- Exceptional analytical skills.
- Capable of working under pressure to meet deadlines, productivity and financial targets.
- Ability to motivate and focus staff to meet or exceed targets.
- Valid driver’s license with acceptable driving record.
- The ability to work overtime and weekend hours as required.
- The successful incumbent must be able to meet the minimum requirements for our background check criteria.

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