Mechanical Service Manager

**Responsibilities**:

- Oversee daily operations of service teams to ensure efficient workflow.
- Manage scheduling and dispatching of service technicians for timely responses.
- Ensure compliance with safety regulations and industry standards in all service activities.
- Develop training programs for staff to enhance skills in plumbing, HVAC, and maintenance.
- Monitor customer feedback to improve service quality and client satisfaction.
- Collaborate with other departments to streamline processes and improve service delivery.

**Key Responsibilities**:

- Maintain operational excellence and hold the service team accountable for key performance objectives, including customer response times and technician utilization.
- Actively lead, manage, and develop direct reports by setting clear performance goals, providing feedback, training, and necessary resources to drive success.
- Serve as an escalation point for customer concerns, ensuring swift resolution to maintain strong client relationships.
- Proactively identify at-risk clients and escalate concerns to relevant team members for timely intervention.
- Drive customer retention through exceptional service and ensure overall client satisfaction.
- Foster strong communication and collaboration with the service team, leadership, sales team, technicians, and both internal and external stakeholders.
- Manage complex service situations and prioritize urgent tasks to ensure seamless service delivery.
- Identify and implement opportunities for operational improvements, including workflow enhancements and resource optimization.
- Promote and maintain a positive team culture that aligns with our core values.
- Conduct performance reviews and ongoing coaching for service team members.
- Lead weekly service team meetings and contribute to leadership team discussions.
- Provide technical support in plumbing and HVAC as needed.
- Visit job sites to perform surveys for upcoming projects and assist with quotes and proposals.
- Be hands-on in the field and on the tools for some jobs and maintenance, especially in the initial stages of the team’s development.
- Perform other duties as assigned to support company objectives.

**Qualifications and Experience**:

- A team player with a proactive and positive attitude.
- Exceptional customer service and problem-solving skills.
- Strong organizational, verbal, and written communication abilities.
- High attention to detail and ability to multitask effectively.
- 3+ years of experience managing a service or operations team, preferably in the plumbing and/or HVAC industry.
- Experience overseeing at least 5 direct reports within a $5M+ revenue company.
- Strong business acumen with the ability to align operational decisions with strategic objectives.
- Entrepreneurial mindset with a self-starter approach to identifying and implementing process improvements.
- Collaborative leadership style with a proven ability to coach, train, and support a team.
- Data-driven approach to decision-making and performance evaluation.
- High energy and ability to handle complex situations professionally, while maintaining a customer-first mindset.

**Salary**:$100,000-$150,000

Pay: $100,000.00-$150,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- On-site parking
- RRSP match
- Vision care

Application question(s):

- How many years of experience do you have on your resume as a Plumber?
- How many years of experience do you have on your resume as a HVAC Technician?
- How many years of experience do you have on your resume as a Manager?

Work Location: In person