EXP04
Located in Red Deer, AB
Job Full Description
1 General Statement of Duties
The Service Manager is responsible for leading and managing the company’s plumbing and heating service operations. This includes supervising field technicians, ensuring high-quality workmanship, overseeing scheduling and logistics, maintaining equipment readiness and safety compliance, supporting customer satisfaction, and managing department budgets.
The Service Manager drives service excellence and operational efficiency to meet performance and profitability goals. While this role does not include dedicated estimating duties, occasional site visits and preparation of small quotes may be required based on workload.
2 Supervision Received
- Reports directly to the General Manager or CEO.
3 Supervision Exercised
- Provides leadership and oversight for all Journeyperson, Apprentices and Labourers
- Oversees daily field operations, staffing, training and performance within the Service Department
- Works closely with office administration to ensure smooth operations and customer satisfaction
4 Key Focus Areas
- Oversight of daily field operations and technician performance
- Scheduling alignment and resource allocation
- Safety compliance, training, and adherence to Alberta Building Code, Gas Code and Safety Standards
- Quality assurance and customer service outcomes
- Coaching, development, and accountability of service staff
- Management of materials, inventory and equipment readiness
- Process improvements and operational efficiency
- Support warranty management and after-hours service as needed
- Budget management, cost control and productivity tracking for the Service Department
- Coordination with sub-contractors (i.e.: HVAC, Electrical, etc.) for shared projects and resource needs
- Foster a culture of safety, accountability and professionalism
- Reporting on department performance and KPIs
1 Summary of Duties
- Uphold and promote the Mission, Vision and Core Values of the organization
- Lead the service team to meet quality, efficiency, customer satisfaction and profitability goals
- Monitor and improve service delivery performance, customer satisfaction and response times
- Ensure all work complies with Alberta Safety Codes and Regulations
- Recruit, train and mentor technicians and service staff
- Manage vendor relationships, materials procurement and equipment readiness
- Conduct regular job site and quality control inspections
- Perform occasional site visits and prepare quotes as required, depending on workload
- Address escalated customer issues and ensure timely resolution
- Maintain up-to-date knowledge of industry standards, technology and code requirements
- Provide regular performance reports and operational insights to management
2 Education and Experience
- Valid Driver’s License;
- Journeyperson certification in Plumbing and Gasfitting B - required
- Minimum five (5) years of experience in plumbing, heating or gasfitting service, including at least two (2) years in a leadership or supervisory position
- Strong knowledge of plumbing and heating systems, installation standards and service procedures
- Experience managing service operations in residential, commercial or light industrial environments
3 Required Knowledge, Skills and Abilities
- Proven leadership experience in plumbing and heating service management or field supervision
- Strong understanding of plumbing and heating codes, service processes and workforce optimization
- Proven experience in plumbing, hydronic heating and gasfitting systems
- Ability to read and interpret technical drawings, schematics and codes
- Ability to analyze performance metrics and implement improvements
- Excellent communication, coaching and customer relationship skills
- Strong customer service and conflict resolution skills
- Skilled in vendor negotiation and equipment management
- Proficiency in Microsoft Office Suite and Field management systems
- Commitment to safety, quality, and customer satisfaction
- Strong problem solving skills and adaptability in a fast paced environment
Red Deer, AB
2830
4919 59th Street
Unit 270
Red Deer, AB T4N 6C9
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