Operations Manager

6 days ago

Coquitlam, Canada Moore and Russell Heating and Air Conditioning Full time

Key Responsibilities
Operational Excellence
- Oversee the daily operations of the HVAC service and installation teams.
- Ensure efficient scheduling, routing, and dispatch of technicians to meet customer needs and maximize productivity.
- Monitor operational KPIs including job completion rates, call-backs, cycle times, and capacity utilization.
- Maintain and optimize inventory, tools, and fleet assets to support field operations.
- Ensure compliance with safety, quality, and regulatory standards (including TSSA, ESA, and MOL guidelines).
- Support the rollout and adoption of field technology systems to enhance visibility, accuracy, and efficiency.

Technician Leadership & Development
- Lead a team of HVAC technicians and installers, including recruitment, onboarding, coaching, and performance management.
- Drive field-level accountability through regular ride-alongs, one-on-one meetings, and technician scorecards.
- Identify training and upskilling opportunities to enhance technician capabilities and ensure compliance with certifications.
- Foster a culture of safety, quality workmanship, and customer-first mindset.

Customer Experience & Quality
- Ensure technicians deliver a consistently high standard of customer service
- Monitor customer feedback, job outcomes, and service reviews to identify trends and lead improvement initiatives.
- Partner with Customer Care and Dispatch to resolve escalations and ensure a seamless customer journey.
- Conduct site audits and post-installation inspections to ensure adherence to quality standards.

Financial & Operational Metrics
- Assist the General Manager in forecasting labour capacity, project timelines, and resource requirements.
- Manage operational costs by optimizing labour, inventory, and fleet utilization.
- Track and report on branch-level performance metrics and contribute to budget adherence.

Cross-functional Collaboration
- Work closely with Sales, Customer Care, HR, and Finance to support operational priorities and employee success.
- Coordinate with vendors and subcontractors to ensure material availability, quality workmanship, and timely project delivery.
- Champion process improvements that reduce waste, increase consistency, and support scalable growth.

**Qualifications**:

- 5+ years of progressive operational or field management experience, ideally in HVAC, construction, or home services.
- Proven leadership experience managing large technician teams in a fast-paced, customer-centric environment.
- Strong understanding of HVAC systems, service workflows, installation practices, and related safety standards.
- Excellent organizational, communication, and problem-solving skills.
- Familiarity with scheduling systems, CRM/ERP platforms, and performance dashboards.
- Valid driver’s license and ability to travel for jobs in the area.

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