Service Manager

The Service Manager is responsible for the compliance and coordination of all service workwhile working closely with the Operations Manager to improve performance, productivity,efficiency and profitability through the implementation of best operational practices. TheService Manager is responsible for supporting the Maintain It department, managing qualityassurance programs, strategizing process improvements and ultimately responsible formaintaining and increasing the efficiency of the business.REPORTING RELATIONSHIPSThe Service Manager reports directly to the Operations Manager and is required to interfaceclosely with all employees, sub-trades, vendors and suppliers.CORE RESPONSIBILITIES● Work Order Management: Efficiently organizing, scheduling, and dispatching clientwork orders to internal technicians and external subtrades.● Subtrade & Vendor Management: Sourcing, coordinating, and managing all subtradeengagement, including securing competitive pricing and ensuring clear scope-of-workagreements.● Client Communication: Serving as the primary communication point, providingproactive and timely updates, and ensuring effective coordination between clients andsubtrades.● Reporting: Compiling and submitting professional Installation/Completion Reports toclients with all necessary documentation.● Process Improvement: Establish, maintain, and continuously improve departmentalprocesses and standard operating procedures (SOPs).● Contract Documentation: Responsible for managing and maintaining contractdocumentation for various company agreements, including service agreements forsubcontractors.● Financial Oversight: Responsible for timely pricing of completed work orders foraccurate invoice preparation.● Accounting Support: Monitoring Accounts Receivable (AR) and Accounts Payable(AP) processes to provide essential support to the accounting function.● System Management: Monitor and promote the effective use of our accountingsoftware (Spectrum) across the organization.● Budgeting & Quoting: Prepare detailed and accurate estimates for material, labour,equipment, and subcontracts. This includes preparing quotes and PreventativeMaintenance Agreement (PMA) proposals.● Quality Control (QC): Perform site checks post work orders to identify and verifyquality control items.REQUIRED QUALIFICATIONS● Client Focus: Must be a natural client-facing person with demonstrated experience inprofessional customer interaction and relationship management.● Communication Excellence: Possesses great communication skills (both written andverbal) necessary to lead a team, negotiate with vendors, and clearly convey complexproject details to clients.● Technical Adaptability: A strong willingness and aptitude to learn and master newtechnology and systems (e.g., our Spectrum software) to drive process efficiency.● Industry Knowledge: Requires a basic understanding of construction and maintenancepractices with relevant industry experience.● Operational Experience: Demonstrated experience in an operational management,logistics, or coordination role.● Financial Acumen: Experience with pricing, budgeting, estimating, and providingsupport for AR/AP functions.WORKING ENVIRONMENT● Pace & Adaptability: Must be comfortable and thrive in a fast-paced, dynamicenvironment where priorities can shift quickly.● Scheduling Flexibility: Some after-hours communications will be required tocoordinate with our crews who often work evenings and weekends.MEASUREMENTS OF PERFORMANCE● The quality of work produced as measured by errors, rework and complaints.● Ability to communicate effectively with customers, suppliers and staff.● The accuracy and state of organization of all records kept.● The degree of compliance with the required regulations and standards.● Ability to build a capable and competent team and provide technical guidance to othersand resolve problems as a team.● Ability to lead, motivate and inspire others to get the job done on time and within budget.● The level of support to the management team in the areas requested.● Ability to develop, implement and document best practices in the areas under yourcontrol in the organization.