Service Manager, Operations

Reliance Home Comfort; Burlington; On-site; CAD 70,000 - 90,000; Full time

Job summary

Reliance Home Comfort is seeking a Service Manager, Operations in Burlington, ON. This role involves overseeing field operations, improving customer satisfaction, and developing team capabilities. The ideal candidate will have experience in HVAC, strong leadership skills, and a growth mindset. Join a leading company recognized for its commitment to people and community.

Benefits

Fully paid tuition and apprentice leave top-up

Competitive wages with opportunities for commissions and bonuses

Stable, predictable work schedule

Tools for success, including fully stocked trucks

Qualifications

• 3-5 years of progressive experience overseeing field operations.
• Knowledge of HVAC and/or water heater industries.
• Sales experience and ability to meet quotas (asset).

Responsibilities

• Manage and coach a team of technical professionals.
• Identify and develop sales and customer service opportunities.
• Monitor operational metrics and analyze performance.

Skills

Communication

Negotiation

Problem Solving

Relationship Building

Process Improvement

Job description

Burlington, ON, Canada Req #4683 August 9, 2024

Find Your Limitless with Reliance

Join Reliance as a Service Manager, Operations, and become a vital part of our team. We offer tools and opportunities for growth, rewarding success and encouraging development. If you're ready to find your limitless potential, join us!

What will you do?

1. Learn and grow as part of a team dedicated to Reliance and its customers.
2. Collaborate with local managers to plan, budget, and meet P & L targets.
3. Develop and maintain relationships across the business.
4. Identify and develop sales and customer service opportunities to grow the portfolio.
5. Forecast, update, and execute staffing plans to maximize customer service and meet commitments.
6. Monitor operational metrics, provide reports, and analyze performance.
7. Lead initiatives to enhance customer satisfaction and business growth.
8. Manage and coach a team of technical professionals to maximize performance and engagement.
9. Negotiate and manage relationships with third-party vendors to ensure they meet key metrics and standards.
10. Review costs, quality, safety, and productivity metrics regularly, and implement improvement plans.
11. Conduct monthly Health and Safety meetings to communicate initiatives and policies.
12. Coordinate training sessions tailored to team members' needs.
13. Collaborate with stakeholders like Quality, Project Management, HR, and Regulatory teams to improve performance.
14. Promote service excellence and team engagement to become the 'destination of choice' for customers, team members, and partners.
15. Ensure timely maintenance and repair of company vehicles, including seasonal tire changes.
16. Manage inventory of parts in warehouses and vehicles.
17. Ensure team members have well-maintained tools and conduct weekly onsite coaching and observation.

What do we offer?

• Tools for success, including fully stocked trucks, ongoing training, and professional development.
• Competitive wages with opportunities for commissions and bonuses.
• Fully paid tuition and apprentice leave top-up for eligible team members.
• Stable, predictable work schedule.
• A diverse, inclusive, and award-winning culture.
• Perks for high performers, including chances to win trips like our annual President’s Club.

What do you bring?

• A growth mindset, dependability, ambition, and a desire to grow with Reliance.
• Self-starter with integrity, urgency, passion for performance, and attention to detail.
• 3-5 years of progressive experience overseeing field operations.
• Knowledge of HVAC and/or water heater industries.
• Gas license (asset).
• Sales experience and ability to meet quotas (asset).
• Results-driven with process improvement skills.
• Excellent communication and interpersonal skills, with innovative problem-solving abilities.
• Motivated to succeed, capable of motivating others and fostering collaboration.
• Negotiation skills with influence and change management capabilities.
• Proactive in driving results and implementing changes quickly.
• Strong relationship-building skills with stakeholders.
• Ability to challenge norms and lead change.

Why Reliance?

Reliance is a leader in home comfort solutions, serving over 2 million homes across North America. As one of Canada's largest providers of water heaters, furnaces, and more, we are a growing $1 billion business with 2,600 team members. Recognized for our corporate culture, we focus on our people, customers, and community.

Reliance Home Comfort is an equal opportunity employer. We welcome applications from all backgrounds, including minorities and individuals with disabilities. Accommodations are available upon request during the hiring process.