Service Operations Manager

As Kraun Electric's Service Operations Manager, you'll lead a skilled team of electricians delivering critical service work in the institutional, commercial and industrial sectors. This role is ideal for a strong business leader who thrives in a fast-paced service environment and values the impact of operational efficiency, responsiveness,
and client trust.

You will oversee daily field operations, manage high-value customer relationships, and ensure each job is completed safely, efficiently, and to the highest standard. Your leadership will drive both team performance and financial results. You'll contribute to estimating and planning, align with cross-functional teams, and support the ongoing development of our service business.

Kraun drives for results, takes pride in our professionalism, and values the people on our team. We love that we are good at what we do, and who we work alongside each day is critically important. We aim to provide a work environment where individuals feel safe, know they matter, and can grow professionally.

**Role and Responsibilities**

**Team Leadership & Development**

Lead, coach, and support the Technical Team Lead(s) and electricians to deliver safe, high-quality service. Set clear expectations, manage performance, and provide ongoing professional development. Drive hiring, onboarding, and team-building efforts that align with Kraun's SPARK values.

**Client Relationships & Service Delivery**

Own key client relationships and act as the primary escalation point for service issues. Ensure consistent, proactive communication and high service standards. Follow up on estimates, oversee maintenance programs, and support the handoff from project completion to ongoing service.

**Operational & Financial Management**

Oversee departmental operations, including job costing, resource utilization, inventory control, and invoicing. Monitor financial performance with field staff, identify improvement opportunities, and implement cost-effective solutions.

**St**rategic Execution & Growth**

Execute strategic initiatives, manage change, and drive continuous improvement. Seek and act on client needs, market trends, and growth opportunities—including new service offerings, customer acquisition, and government funding.

**Collaboration & Reporting**

Collaborate across departments—including Estimating, Purchasing, Dispatch, and Customer Support—to ensure smooth workflows and responsive service. Review and share performance metrics regularly to drive alignment and accountability.

**Risk & Safety Oversight**

Champion a culture of safety and manage operational risks in partnership with the Health & Safety Specialist.

**Additional Responsibilities**

Participate in industry events, stay informed on new technologies, and contribute to quarterly goal-setting with the COO. Perform other duties as required to support the team and company objectives.

**Qualifications and Education Requirements**
- Education in Business Management is an asset.
- Minimum 5 years of experience in B2B environments, with at least 3 years of leadership experience.
- Valid Ontario Driver's License and clean driving record.
- Ability to pass a background screening and provide a criminal reference check.

**Experience and Preferred Skills**
- Proven experience managing a technical team and holding team members accountable for meeting performance targets.
- Strong financial, operational, and people management skills.
- Excellent interpersonal, written, and verbal communication skills.
- Proficient in using digital tools and service management software.
- Strong organizational, time management, and planning skills.
- Systems-driven mindset and ability to optimize and train on processes.
- Goal-oriented mindset and adaptability in dynamic environments.
- Demonstrated ability to solve problems effectively.

**Working Environment & Physical Demands**
- Primarily an office setting with prolonged sitting.
- Regular visits to client facilities,
- Routine use of standard office equipment.
- Occasional travel and work outside regular hours to attend meetings, trade shows, and other events will be required.

**Tools Provided**
- Computer technology to work effectively
- Professional training courses as deemed helpful
- Marketing materials
- Company events
- Retirement Savings Program
- Extended Healthcare
- Vision care
- Dental Care
- Employee Assistance Program
- Education reimbursement
- Health & Safety training

We are committed to providing equal employment opportunities and accommodations to applicants per the Accessibility for Ontarians with Disabilities Act (AODA). Applicants may request accommodation during the recruitment process.