Service Manager

At Gateway Mechanical, we're focused on providing the best possible customer service in safe, effective, and innovative ways.

Founded in 1968, Gateway Mechanical is a privately owned company that has established itself as a leader in the commercial and industrial refrigeration, heating and air conditioning industry (HVACR). Attending to 40,000+ service calls per year, Gateway is the largest HVAC & Refrigeration service provider in Western Canada. Our model is comprised of local branch teams with fully qualified personnel representing HVAC, refrigeration, plumbing/gas fitting, sheet metal and electrical trades. These teams are supported by centers of excellence including professional engineers and project managers which ensures Gateway's full technical capability is available for every project and service call.

The Position:

The Service Manager holds a critical leadership role overseeing service and project field operations in B.C's. This position is responsible for building, developing, and leading a high-performing team, ensuring the effective execution of all service activities, and cultivating strong customer relationships. As a regional leader, the Service Manager is accountable for driving operational excellence, including gross margin performance, safety outcomes, strategic and non-strategic KPI achievement, and employee engagement. This role demands a proactive, hands-on leader who fosters a culture of accountability, collaboration, and continuous improvement.

Key Responsibilities:

Strategic Planning:

• Lead and manage the regional field operations team to meet, or exceed, customer expectations while simultaneously meeting assigned gross margin, safety, efficiency, and effectiveness targets;
• Determine, source in collaboration with HR, and maintain the right technician resources

Operational Excellence:

• Maintain a high degree of employee engagement across the assigned region;
• Ensure effective and efficient employee performance management;
• Partner with Human Resources to deal with all escalated employee relations matters;
• Supervise, develop, and train foremen to lead field staff and to ensure they have the appropriate skills needed within designated responsibilities;
• Oversee the training and guidance of apprentices and journeymen to ensure a high level of technical knowledge is developed;
• Provide high-level direction, technical input/direction, and when necessary priority decisions, to the Customer Service Representatives team to ensure effective and efficient assignment of technicians;
• Ensure the best possible customer service, quality, and safety for all field service work ;
• Ensure a regional pro-active safety culture that is consistent with the Gateway safety policy;
• Review, analyze, and when required approving regional operational and financial reports;
• Develop and review operational performance metrics to monitor performance and identify areas for improvement.
• Manage and/or assist with process creation, continuous improvement projects, and business planning (development and review of budgets);
• Coordinate with Projects Operations for project turnover, commissioning, and warranty work ;
• Establish and maintain positive regional customer relations;
• In cooperation with the Client Care Team, deal with any escalated customer concerns as quickly as possible;
• Support the Sales and Estimating teams with technical assistance and input.

Health, Wellness, Safety & Environment:

• Champion Gateway's Safety Culture;
• Ensure Gateway's Safety Management System supports a culture of safety excellence;
• Work with operational leaders to ensure Gateway successfully passes COR audits;
• Act as an example through diligent practice of all HSE regulations;
• Lead and participate in HSE meetings;
• Set a personal example to promote a safe work environment & ensures that sound environmental practices are followed;
• Demonstrate environmental considerations with a view to reducing the impact of operations;
• Promote & protect conservation & biodiversity wherever possible

Human Resources:

• Support the skills development of employees, ensuring adequate support, continuous improvement, training and development of additional competencies by acting as a mentor and providing training when

necessary;

• Ensure branch staffing levels are sufficient for successful operations;
• Ensure proper onboarding, orientation and training for team members is conducted and that documents and files are complete and kept current;
• Review and approve time off requests for direct reports;
• Maintain a positive tone within the team and work cooperatively through personal behavior, work contribution
• and the sharing of expertise and knowledge; and
• Act as an ambassador for Gateway Mechanical Services in all dealings with the public, management and team
• members.

Other required duties may be assigned that fall within the parameters of the primary responsibility of the position.

Competencies:

• Strategic Planning & Execution
• Strategic Planning
• Business Unit Planning
• Internal & External Market Analysis
• Budgeting & Forecasting
• Management & Performance Reporting
• Continuous Improvement
• Customer Journey Management
• Legal
• Contract Management
• Supply Chain
• Procurement Policies & Strategies
• Customer Support
• Customer Experience Strategy
• Customer Service
• Service Operations Management
• Service Ops Management & Supervision
• Apprentice Training & Oversight
• Job Forecasting
• Job Management
• Resource Scheduling
• Dispatch Management
• Quality Management
• Quality Standards
• Compliance Management

Minimum Requirements/Certifications:

• Journeyman Refrigeration Mechanic certification is preferred; however, professionals with backgrounds as a Plumber, Electrician, Engineer, or Engineering Technologist and relevant technical experience will also be considered.
• Demonstrates a strong entrepreneurial spirit, with a proactive and innovative approach to business growth and operational improvement.
• A Diploma or Certificate in Business Management is strongly preferred, showcasing a solid foundation in organizational leadership and strategic planning.
• Possesses a comprehensive understanding of financial principles and company financials, essential for informed decision-making and effective budget management.
• Brings a minimum of 5 years of experience leading field service teams, with a focus on performance, safety, and efficiency.
• Proven success in managing departments of 30+ personnel, with a consistent track record of delivering results through effective leadership and team development.
• Skilled in building and sustaining strong relationships with internal teams and external clients, fostering collaboration and long-term business partnerships.
• Leadership for Safety Excellence certification is considered an asset, reflecting a commitment to maintaining a safe and compliant work environment.

Physical Work Conditions:

• Office setting position;
• Travel to establish and maintain relationships with customers;
• Travel to customer sites when required.
• Travel/coverage between branches - Vancouver Island, Vancouver & Kelowna

Compensation:

Annual Salary: $110K-$130K

Bonus: Variable Bonus Structure

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all- inclusive job description; therefore, management has the right to assign or reassign duties and responsibilities to this job at any time.