Job Description

About the Role

As a Service Manager, you will lead HVAC service operations across Stoney Creek, ON. Your scope includes maintenance, repair, and service contracts for a commercial client base.
You are responsible for the operational, financial, and human performance of your unit, while ensuring an exceptional customer experience and driving sustainable growth of the service portfolio. This position is hybrid (3 days in the office, 2 days remote).

Key Responsibilities

1. Operational Excellence & Dispatch

• Oversee the planning, scheduling, and dispatching of service calls.
• Ensure efficient execution of maintenance, repairs, and commissioning activities.
• Optimize the utilization of resources (technicians, parts, tools).
• Ensure compliance with service level agreements (SLAs), quality standards, and timelines.

2. Financial Performance (P&L)

• Manage a service portfolio with full revenue and profitability accountability.
• Track and drive key performance indicators (KPIs) such as revenue, margins, productivity, and backlog.
• Develop forecasts and performance improvement plans.
• Optimize billing, cost control, and service contracts.

3. Team Leadership

• Recruit, train, and develop a team of technicians and service coordinators.
• Manage both individual and team performance.
• Foster a culture of safety, engagement, and continuous improvement.
• Support talent retention and professional development.

4. Customer Relationships & Growth

• Build and maintain strong relationships with key customers.
• Ensure customer satisfaction, retention, and effective escalation management.
• Identify upselling opportunities (service contracts, system upgrades).
• Collaborate with sales teams to expand market presence.

5. Quality, Safety & Compliance

• Ensure adherence to health, safety, and environmental standards.
• Oversee the quality-of-service delivery and outputs.
• Manage complex technical issues (warranties, critical breakdowns).

6. Performance Management & Continuous Improvement

• Monitor operational KPIs (productivity, repair rates, response times).
• Implement initiatives to improve performance and efficiency.
• Leverage digital tools to optimize dispatch and productivity.
• Actively participate in daily DMB meetings, providing clear updates on KPI performance and leading actions to address gaps.

Basic Qualifications

• High school diploma or GED.
• 5+ years of experience in aftermarket service (maintenance, repair, servicing) in a technical environment (HVAC, industrial mechanics, electromechanics, automation, industrial equipment, vertical transportation such as elevators or escalators, etc.).
• 2+ years technical leadership experience.

Preferred Qualifications (assets)

Additional qualifications considered an asset include:

• College or university degree.
• Experience with P&L responsibilities.
• Knowledge of service contracts (maintenance, labor & material).
• Proficiency with service management tools and ERP systems.
• Strong leadership skills with a results-driven mindset.

Additional information

• Candidates must be authorized to work in Canada without restriction; employment sponsorship is not available.