Operations Manager

6 days ago

Vancouver, Canada Pacific West Mechanical Full time

**Operations Manager**

**Who We Are**

Pacific West Mechanical (est. 2004) is a fast growing, private equity backed Plumbing and HVAC service and maintenance company located in the heart of Vancouver and we are seeking a full time Operations Manager to join our amazing team

**About Us**

We employ over 50 people with expertise in service, preventative maintenance, and troubleshooting of managed commercial and multi-family buildings in the Greater Vancouver Region. With established clientele, Pacific West has become the mechanical service provider property managers rely-on for prompt service and preventative maintenance. Pacific West has increased revenue significantly as a direct result of an outstanding local reputation and fielding an exceptionally strong team. With the support of Gazelle Capital, management intends to double the company’s size over the next three (3) years.

At Pacific West Mechanical we value our employees and are always looking for ways to offer opportunities for growth and advancement within the company. We are a welcoming team looking for people wanting to grow with us and build a lifelong career. We recognize that our leaders play a vital role in our company and we ensure that they have the training and support they need to be successful.

**About the position**

**Why Choose Us - Our Three Uniques**
- Leader in mechanical services for multi-family high-rise;
- Great compensation and benefits;
- Growth opportunities and a development plan to reach your potential

**A Few More Reasons for Choosing Us**
- Everyone has the opportunity for twice annual performance based bonuses;
- Benefits that start immediately;
- Competitive salary;
- Vacation pay;
- Referral bonus;
- Ongoing training and educational opportunities;
- Work directly with senior management;
- As a team we spend a lot of time together and value a collaborative and fun team atmosphere, we also enjoy company events together throughout the year.

**What will you be doing at Pacific West Mechanical as the Operations Manager**
- Maintain operational excellence and hold accountable the dispatch and the embedded customer success team to meet objectives such as customer response time and technician utilization;
- Actively lead, manage and develop your direct reports by managing performance against goals and provide feedback, training and support ensuring the customer success team have the necessary tools and resources to be successful;
- Provide quick resolution to outstanding items or issues that put our relationship with a customer at risk, serving as an escalation point for clients;
- Proactively identify at risk clients and escalate as appropriate to relevant relationship managers for swift resolution;
- Drive client retention through customer service ensuring overall client satisfaction;
- Build a professional rapport with the customer success team, dispatch team, leadership team, technicians, internal and external stakeholders to ensure open communication and swift resolutions to any situations that may arise, ensuring mínimal revenue loss;
- Handle complex situations and priority work injections from beginning to end to ensure customer satisfaction;
- Identifying opportunities for operations and customer service improvements by noting current work-arounds, reviewing and analyzing processes, workflow and resources, continually looking for opportunities to improve;
- Foster a positive team and company culture that reflects company values;
- Conduct performance reviews as required;
- Host team weekly meetings and contribute to leadership team weekly meeting;
- Provide Plumbing and HVAC technical support to the team as needed;
- Perform other duties as assigned.

**Your Qualifications, Experience, and Abilities**
- 5+ year(s) overseeing 10 direct reports at $10M+ revenue company;
- 5+ years in service operation position(s) preferred;
- Undergraduate degree with strong academic record;
- Strong business acumen;
- Ability to work closely with a senior management;
- Proven ability to coach, guide, train and support a team;
- Metric driven approach - understands data required to determine effective systems and measure improvement;
- Ability to work independently, as well as collaborate with team members;
- Excellent organizational, verbal, and written communication skills;
- Self-motivated and self-directed;
- Able to work under pressure in a fast paced environment;
- Confidently handles complex situations and concerns in a professional manner;
- Proactively problem solves, prioritizes daily interruptions and maintains high decision quality on the fly;
- Masters level management related degree preferred;
- Knowledge of HVAC and/or Plumbing industry preferred.

**Personal Attributes**
- Business Acumen - have experience to understand the business through strategic, leadership, organizational, and market oriented perspectives
- Entrepreneurial - a self-starter that can identify and implement initiatives that are well-aligned

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