HVAC Service Operations Manager

4 weeks ago

Surrey, British Columbia, Canada Reliance Home Comfort Full time

Overview



The HVAC Service Delivery Manager is responsible for overseeing the field operations team at Reliance Home Comfort. This key role requires a strong leader who can drive process control, productivity, and quality improvement.



Responsibilities





  • Learn and grow as an important part of a team that cares about Reliance and its customers.

  • Collaborate with all local managers to plan, budget, and deliver on P&L targets.

  • Develop and maintain relationships within all areas of the business.

  • Develop potential sales or customer service opportunities to maximize portfolio growth.

  • Ensure staffing plans are forecast, updated, and delivered to maximize customer service and meet service commitments.

  • Measure, monitor, and drive achievement of all operational metrics and provide appropriate reporting and analysis.

  • Lead and support the development of a growth-through-service mentality that drives customer satisfaction and future business growth.

  • Coach and manage a team of technical professionals to maximize their performance, engagement, and achievement of objectives.

  • Drive excellence through our third-party partners by finding, selecting, and negotiating agreements with partners who are committed to Reliance's strategy and goals. Manage these relationships to ensure these vendors deliver on all key metrics and standards.

  • Perform regular reviews of cost, quality, safety, and productivity metrics, setting plans and executing these effectively to drive optimal performance of the operations team and third-party partners through goal setting, observation, coaching, and reviews.

  • Arrange monthly health and safety meetings to explain current company initiatives and policies.

  • Coordinate team member training sessions with individual needs.

  • Partner and collaborate with other stakeholders (quality, project management, training, HR, regulatory) to continually improve team performance.

  • Drive 'destination of choice' for team members, customers, and third-party partners by setting a standard of service excellence and engaging team members/third-party partners to support this standard.

  • Ensure company vehicles are being maintained and repaired in a timely manner as required, including seasonal tire replacements.

  • Ensure the supply of products in both warehouse and on team members' vehicles are sufficiently stocked and organized.

  • Ensure team members are equipped with well-maintained and functioning tools so they may execute their day-to-day tasks completely and efficiently.

  • Perform weekly onsite visits with each team member for observation and/or coaching opportunities.

  • Support the install department as required to ensure safe/efficient installs.

What We Offer





  • The tools you need to succeed – ongoing skills training and professional development programs.

  • Competitive wages with opportunity to earn additional bonuses.

  • An award-winning culture recognized as one of Canada's most admired corporate cultures with a proudly diverse and inclusive team.

  • A variety of perks for high-performing team members, including the chance to win and be part of our annual president's club trip to an international destination.

What You Bring





  • A growth mindset – above all else, we're looking for people who are dependable, ambitious, and want to grow with Reliance.

  • You are a determined self-starter with a high degree of integrity, sense of urgency, passion for high performance, and attention to detail who thrives working in a team environment and individually.

  • 3-5 years of progressive experience overseeing a field operations team required.

  • Knowledge and technical experience within the HVAC and/or water heater industry required.

  • Gas license is an asset.

  • Sales experience and a demonstrated ability to meet sales quotas would be an asset.

  • Demonstrated results in driving process control, productivity/quality improvement.

  • Excellent communication (written, verbal, and presentation), interpersonal skills, along with innovative thinking and problem-solving skills.

  • Highly motivated to succeed with the ability to build team spirit, motivate team members, and encourage collaboration.

  • Professional negotiation skills with the ability to influence and drive change.

  • Strong initiative to drive results with speed of implementation.

  • Strong ability to develop effective relationships with team, internal, and external stakeholders.

  • Ability to challenge the status quo and help drive change.

Why Reliance



Reliance is the industry leader in providing home comfort solutions and we do just that in over 2 million customer homes across North America. Reliance is a trusted source and has become one of Canada's largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. Reliance is a $1 billion business with 2,600 team members and we're growing. We're proud to be recognized as one of Canada's 10 most admired corporate cultures. It's our team members and their relentless focus on the business, each other, and our customers that makes us great.



Reliance Home Comfort is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds, including minorities and those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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