Plumbing Service Manager

**Company Overview**

Lisi Services is expanding our operations to Vancouver, and we are looking for a driven, hands-on Service Manager to lead and grow our plumbing division. This is rare opportunity to build a service department from the ground up backed by a successful team in Toronto and supported by strong company values. You’ll take full ownership of day-to-day operations, manage service delivery, oversee team performance and help shape the future of our West Coast presence.

**Summary**

We’re looking for a natural leader with a customer-first mindset, strong business acumen and the ability to create an environment where quality work and team culture thrive.

**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.
- Supervise and support the Service Coordinator, providing guidance, setting priorities and ensuring high performance.
- Collaborate with the head office team in Toronto with monthly reporting on service, performance, technician productivity, client feedback and operational updates.
- Conduct weekly or bi-weekly check-ins with the Service Coordinator to align on scheduling, technician dispatching and service priorities.
- Ensure all jobs are scheduled promptly, service technicians are dispatched efficiently and customer needs are addressed in a timely, professional manner.
- 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 Lisi Mechanical’s 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.

**Requirements**:

- 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 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.

Pay: $95,000.00-$115,000.00 per year

**Benefits**:

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

Work Location: In person