Service Operations Manager

As the Service Operations Manager, you will oversee the day-to-day operations of the **Service Department**. You will analyze current procedures and implement new procedures to keep up with the demand of the department. The ultimate goal is to provide excellent customer service.

**Responsibilities**:

- The Service Operations Manager directs daily operations of the Service Department successfully performing the following tasks, duties, and responsibilities.
- Schedules, directs, and provides support for technicians & Service CSR/ Dispatchers to meet service demands and customers’ expectations.
- Recruits, interviews, hires, and onboards service and maintenance HVAC technicians & Service CSR/Dispatchers as required, meeting workload demands, and company or customer expectations and requirements.
- Supervises and directs the technicians to effectively perform the functions of HVAC repair, replacement, installation, and other duties as required to ensure customer satisfaction.
- Reviews technician’s work daily to ensure quality meets established standards, techniques, and safety requirements; makes recommendations as requirements to improve quality and productivity.
- Responsible for HVAC technician’s performance appraisals, reviews and for setting improvement goals per company requirements.
- Establishes and maintains a regular training program to ensure that technicians and maintenance technicians are properly trained on latest service techniques and safety procedures for equipment and general working conditions.
- Conducts group and one-on-one meetings with technicians as required for training, evaluation, and general communication; participates and/or conducts regularly scheduled departmental safety/informational meetings.
- Oversees the dispatch schedule to ensure that personnel are being scheduled properly by skill level, efficiency, and training requirements.
- Communicates daily with the General Manager about reporting on project information, estimated time to complete jobs, labor hours and parts or material used.
- Develops and monitors budgets, goals, and objectives to insure departmental profitability.
- Oversee work orders to ensure accuracy and efficiency of service and maintenance technicians.
- Reviews work orders, invoices, and time reports for accuracy, and to ensure timely cash flow and maintain mínimal account receivables.
- Responsible to ensure invoices are sent for payment in a timely fashion. Communicates with General Manager about all outstanding invoices.
- Specifies and makes sure that required parts are ordered in timely fashion to ensure work deadlines are met.
- Ensures that all company/department policies are being followed by all HVAC staff.
- Oversees assigned service vehicles, monitors vehicles to ensure they are being maintained and operated as required and used according to company policy.
- Monitors Technician vehicles to ensure they are in an acceptable condition to allow HVAC technicians to efficiently work out of the vehicle, and that an adequate inventory of parts and material are maintained.
- Keeps current with latest training on current products, coordinates training and maintains training records to ensure personnel maintain proficiency in preventive maintenance, start-up, troubleshooting, and repair of supported equipment.
- Generate sales leads; and promotes and develops maintenance/service agreements.
- Prepares estimates for all service-related repairs.
- All Warranty Parts and or Labour claimed on a daily basis for credit.
- Creating and Implement a **Spiff/ Commission Program** for Techs. & CSR’s
- Coordinates scheduling of all approved repair estimates.
- Coordinates proper handoff of larger installation, start-up and commissioning projects with the General Manager.
- Work with other departmental managers to meet company and departmental goals and objectives.

**Salary**: $65,000.00-$75,000.00 per year

**Benefits**:

- Company events
- Dental care
- Extended health care
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday
- Overtime

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- PORT COQUITLAM, BC: reliably commute or plan to relocate before starting work (required)

Work Location: One location