Service Manager

**About us**

At Wayside Mechanical Ltd., we are a leading provider of home construction and renovation services. With a strong reputation for quality workmanship and exceptional as a Service Manager, you will have the opportunity to contribute to our mission of creating beautiful, functional, and safe homes for our valued customers.

The Service Manager is responsible for providing overall support and guidance to Plumbing technicians, to meet service demands and customers’ expectations. This role is accountable for delivering the day-to-day results of the service department while maintaining a satisfied and professional team of service technicians and maintaining strong relationships with clients and suppliers.
- **This position is an office role with travel to job sites as needed. May require occasional evening or weekend work to resolve any urgent matters. **_

**Operations Coordination & Quality Control**
- Schedule and assign plumbing service jobs to technicians based on skills, availability, and job urgency.
- Oversee the quality of work performed by the plumbing team to ensure it meets industry standards and customer expectations.
- Evaluate current processes, identify areas for improvement, and determine potential solutions.
- Monitor work orders and ensure that jobs are completed on time, within budget, and to a high standard of quality.
- Ensure that all tools, equipment, and materials are available for technicians to perform their duties efficiently.

**Team Management**
- Supervise, mentor, and lead a team of plumbing technicians and apprentices to ensure timely completion of service requests.
- Conduct performance reviews, provide coaching, and address any performance issues.
- Recruit, train, and develop new technicians to meet the company’s growing demands.

**Inventory & Equipment Management**
- Liaise with General Manager and suppliers to replenish inventory as needed; manage stock levels of plumbing materials and supplies to ensure timely availability for jobs.

**Problem-Solving & Technical Support**
- Provide technical support and guidance to technicians in the field to resolve complex plumbing issues.
- Identify and resolve issues that arise during projects, such as scheduling conflicts or inventory shortages.
- Implement effective solutions and prioritize tasks.
- Ensure projects stay on track and within budget.
- Step in to assist with emergency situations or major plumbing jobs when needed.

**Customer Service & Satisfaction**
- Address and resolve customer complaints and concerns regarding plumbing services.
- Provide exceptional customer service by ensuring technicians are professional and courteous on every job.
- Maintain and improve customer satisfaction through effective communication, problem-solving, and follow-up.
- Provide guidance and troubleshooting assistance to clients.

**Warranty Management**
- Oversee the process of receiving, reviewing, and approving warranty claims
- Ensure all warranty claims comply with warranty terms and conditions
- Coordinate with customers, service technicians, and suppliers to verify the legitimacy of warranty claims.
- Work closely with suppliers and technicians to facilitate repairs or adjustments under warranty.
- Collaborate with General Manager and technicians to continuously improve service quality and reduce warranty claims.

**Compliance & Safety**
- Ensure that all plumbing work complies with regulations and safety standards.
- Monitor and enforce safety protocols for all technicians to reduce workplace injuries and maintain a safe work environment.
- Stay updated on industry standards, safety regulations, and plumbing codes to ensure compliance.

**Financial & Performance Tracking**
- Strong business acumen with the ability to manage budgets and drive profitability.
- Monitor and manage the budget for the service department, including labor costs, tools, and materials.
- Optimize job performance and profitability by tracking key performance indicators (KPIs) such as job completion times, customer satisfaction, and revenue per job.
- Maintain accurate records for project documentation, compliance and billing purposes.
- Provide regular reports to senior management on technician performance, job profitability, and overall department success.

**Qualifications**
- Proven experience as a Service Manager in the plumbing industry; comprehension in mechanical and plumbing specification with at least 3-5 years in a supervisory or management role.
- Strong knowledge of plumbing industry, customer service, and warranty management.
- Familiarity with plumbing products, installation processes, and technical troubleshooting.
- Excellent leadership, communication, and organizational skills.
- Ability to manage multiple tasks and make decisions under pressure.
- Proficient in scheduling software and Microsoft Office Suite (Word, Excel, Outlook).
- Valid driver’s license with a clean driving record.
- Customer-focused mindset with strong pro