Operations Manager

LEARN, DEVELOP AND GROW - WITH RELIANCE
By joining Reliance as a Service Manager you become part of an organization that is committed to delivering exceptional experiences for our customers and will support you to be your best. Lead and develop a high-performance team consisting of technicians. Reliance is known for having the best trained technical experts in the business and your primary goal is to unleash the potential of each of your team members to overachieve in their objectives every day. The Service Manager is accountable for planning, managing and continually improving to ensure that the growth, customer service, productivity and financial objectives are driven to a standard of excellence for field operations through regular coaching and collaboration with team members and 3rd party partners.
What will you do?
- Build upon the already impressive contributions from prior year.
- Collaborate with all local Manager(s) to plan, budget and deliver on P & L targets to plan, budget and deliver on P & L targets
- Develop and maintain relationships within all areas of the business
- Develop any potential sales or customer service opportunities to maximize portfolio growth
- Ensure staffing plans are forecast,
- updated and delivered to maximize customer service and meet our service commitments
- Measure, monitor and drive achievement of all Operational metrics and provide appropriate reporting and analysis
- Lead and support the development of 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 3rd 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 our 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 Operations team and 3rd 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 (i.e. Quality, Project Management, Training, HR, Regulatory) to continually improve team performance
- Drive ‘destination of choice’ for team members, customers and 3rd party partners by setting a standard of service excellence and engaging team members/3rd party partners to support this standard
- Ensure company vehicles are being maintained and repaired in a timely matter as required including seasonal tire replacements.
- Ensure the supply of parts 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.

What do we offer?
- A comprehensive benefits package and group savings plan
- Ability to win a President’s Award along with a fully inclusive trip for two
- Ongoing leadership, training, and support
- Cross-functional career opportunities
- Relocation opportunities
- Constant internal promotional opportunities
- Individualized career progression plans
- Generous discount on Reliance products

What do you bring?
- 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 is 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?
Headquartered in Toronto, Reliance is the industry leader in providing home comfort solutions to over 1.9 million customers across North America. Reliance provides reliable home heating, cooling, hot water, water purificat