Service Manager Edmonton

Position Summary:

The Gentlemen Pros is hiring a Service Manager to run daily residentialservice operations coach a team of plumbing/HVAC technicians and deliver aconsistently excellent customer experience. This is a hands-on leadership rolefor someone who can optimize capacity reduce gaps improve on-timeperformance and drive strong service standards.

The ideal candidate is a results-driven leader who can effectivelymanage scheduling and capacity improve operational efficiency enhance on-timeperformance and maintain high service standards. Success in this role requiresstrong leadership communication and problem-solving skills along with acommitment to team development and customer satisfaction.

Key Accountabilities:

Lead coach and develop a team of skilledservice professionals to maximize performance engagement and achievement ofcompany goals.

Oversee and manage daily residential serviceoperations to ensure efficiency and service excellence.

Partner with Dispatch and Job Coordinationteams to optimize scheduling improve capacity utilization minimize downtimeand enhance on-time performance and customer satisfaction.

Foster and promote a customer-firstgrowth-through-service culture that drives long-term client relationships and employee/businesssuccess.

Address customer concerns and escalationspromptly ensuring professional and effective resolution.

Monitor and drive key performance indicatorsincluding revenue productivity quality callback reduction and customersatisfaction.

Conduct regular ride-alongs coachingmeetings and performance evaluations to support employee development andaccountability.

Identify opportunities to improve processessystems and workflows to increase operational consistency and results.

Uphold high standards of professionalismcommunication workmanship cleanliness and workplace safety.

Reinforce established best practices andservice standards that support continuous growth and exceptional customerexperiences.

Follows all company Health & Safetypolicies and procedures and reports hazards incidents and near misses.

Note: Theabove statements are intended to describe the general nature and level of workbeing performed by the incumbent of this position. They are not intended to be an exhaustivelist of all responsibilities and activities required of this position.

Qualifications &Experience:

2 years of leadership experience in plumbing or residential homeservices

Proven ability to manage coach and hold technicians accountable

Strong understanding of residential service operations

Ability to drive performance using KPIs

Strong communication organization and real-time problem-solving skills

Comfortable using CRM scheduling and field service management software

Nice-to-Have Qualifications:

Red Seal Journeyman Plumber.

Proven experience working in a fast-paced residential serviceenvironment.

Demonstrated ability to lead and support teams through periods ofgrowth change and operational improvement.

Experience developing implementing and optimizing service processesworkflows and operational systems.

Pay & Benefits:

Base pay: $80000 per year (depending on experience)

Performance bonus: Unlimited monthly performance bonus (based on KPIs)

Benefits: Available after 3 months

Required Certifications and/orDocumentation:

ValidClass 5 Alberta Drivers Licence and Drivers Abstract

CriminalRecord Check

Expected Skills and Attributes:

Strong attention to detail and commitment to quality workmanship.

Ability to work independently with minimal supervision.

Strong organizational and time-management skills.

Good communication skills and the ability to work effectively with fieldtechnicians management and suppliers.

Basic computer skills including the ability to use email Word Exceland equipment/service tracking systems.

Working Conditions

Office base: A significant portion of the day is spent in an officesetting handling administrative duties. This includes Daily Huddle meetingtracking Key performance indicators (KPIs) working closely with dispatch andtechnicians to ensure client satisfaction.

Field visits:The Service Manager will visit residential properties to conduct ride-alongs and quality-control audits or assist with complex diagnosticsand repairs.

Hours/schedule: This is a full-time position. Becauseresidential service demand can be unpredictable longer workdays will berequired during peak periods.

Oncall: This position requires being on call to provide support to servicepersonnel (Evenings and weekends as required)

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