HVAC Service Operations Lead — Growth & Excellence

Reliance Home Comfort; Oshawa; On-site; CAD 90,000 - 135,000; Full time

Benefits offered by this job

Fully stocked trucks

Commissions and bonuses

Tuition and apprentice leave top-up

Stable work schedule

President’s Club trip opportunity

Diversity and inclusive team

Job summary

Reliance Home Comfort is seeking a Service Manager, Operations based in Oshawa, Ontario. You will lead a team of technical professionals, collaborate with local managers, and drive service performance.

The role emphasizes growth, client satisfaction, and achieving cost and quality targets while building strong relationships with independent contractors and vendors. Excellent communication and leadership are essential.

Qualifications

• 3-5 years of progressive experience overseeing a field operations team required
• Knowledge and technical experience within the HVAC and/or water heater industry is required
• Gas Fitter 2 or 313D license would be an asset
• Sales experience and a demonstrated ability to meet sales quotas would be an asset
• Demonstrated results in driving process control, productivity/quality improvement
• Excellent communication (written, verbal and presentation), interpersonal skills along with innovative thinking and problem solving skills
• Highly motivated to succeed with the ability to build team spirit, motivate team members and encourage collaboration
• Professional negotiation skills with the ability to influence and drive change
• Strong initiative to drive results with speed of implementation
• Strong ability to develop effective relationships with team, internal and external stakeholders
• Ability to challenge the status quo and help drive change
• Experience in a management role within a unionized environment is an asset

Responsibilities

• Learn and grow as an important part of a team that cares about Reliance and its customers.
• Collaborate with the all local Manager(s) to plan, budget and deliver on P & L targets
• Ensure staffing plans are forecast, updated and delivered to maximize customer service and meet our service commitments
• Measure, monitor and drive achievement of all Operational metrics and provide appropriate reporting and analysis
• Lead and support the development of a Growth through Install mentality that drives customer satisfaction and future business growth
• Coach and manage a team of Technical professionals to maximize their performance, engagement and achievement of objectives
• Identify opportunities for establishing relationships with Independent HVAC Installation Contractors.
• Drive excellence through our 3rd party partners by finding, selecting, and negotiating agreements with partners who are committed to Reliance’s strategy and goals. Manage these relationships to ensure these vendors deliver on all our key metrics and standards
• Perform regular reviews of cost, quality, safety and productivity metrics, setting plans and executing these effectively to drive optimal performance of Operations team and 3rd party partners through goal setting, observation, coaching and reviews
• Partner and collaborate with other stakeholders (i.e. Quality, Project Management, Training, HR, Regulatory) to continually improve team performance
• Drive ‘destination of choice’ for team members, customers and 3rd party partners by setting a standard of service excellence and engaging team members/3rd party partners to support this standard
• Deliver prompt and efficient resolution to customer inquiries/complaints
• Ensure exceeding install gross margin

Skills

Field operations

HVAC knowledge

Leadership

Sales experience

Negotiation

Job description

Reliance Home Comfort is seeking a Service Manager, Operations based in Oshawa, Ontario. You will lead a team of technical professionals, collaborate with local managers, and drive service performance.

The role emphasizes growth, client satisfaction, and achieving cost and quality targets while building strong relationships with independent contractors and vendors. Excellent communication and leadership are essential.