Service Manager, Operations

Reliance Home Comfort; Edmonton; Hybrid; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive base pay

Comprehensive benefits

Career advancement

Annual President's Club trip

Diverse and inclusive culture

Job summary

Reliance Home Comfort in Canada is seeking an experienced Service, Operations Manager to lead our field operations team and manage P&L targets. You will collaborate with local managers to forecast staffing, improve customer service, and drive key metrics across technicians and 3rd party partners.

You will coach technicians, develop vendor relationships, and implement process improvements to boost productivity and profitability.

Qualifications

• Preferred supervisory or managerial experience overseeing a field operations team.
• Knowledge and technical experience within the HVAC and/or water heater industry is required.
• Gas B ticket would be an asset.
• Strong initiative to drive results with speed of implementation.

Responsibilities

• Learn and grow as an important part of a team that cares about Reliance and its customers.
• Collaborate with local Managers to plan, budget and deliver on P & L targets.
• Ensure staffing plans are forecast, updated and delivered to maximize customer service.
• Measure, monitor and drive achievement of all Operational metrics and provide reporting.
• Lead and support the development that drives customer satisfaction and future business growth.
• Coach and manage a team of technical professionals to maximize performance and engagement.
• Identify opportunities for establishing relationships with Independent HVAC Contractors.
• Drive excellence through 3rd party partners and manage vendor relationships to meet metrics and standards.
• Review cost, quality, safety and productivity metrics and drive performance improvements.
• Partner with stakeholders to continually improve team performance.

Skills

Supervisory experience

HVAC knowledge

Communication skills

Negotiation skills

Leadership

Change management

Job description

Find Your Limitless with Reliance

By joining Reliance as an Service, Operations Manager you’ll become an important team member and will be provided with the tools you need to succeed. We have ambitious growth plans and are looking for Team Members who want to grow with us. At Reliance, we pride ourselves on the fact that we provide limitless opportunities for growth and we encourage it by rewarding our Team Members for their success in many ways. If you’re ready to find your limitless – join us!

What will you do?

• 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 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 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 we are exceeding HVAC gross margin.

What do we offer?

• The tools you need to succeed - including the tools for the job as well as training and development programs
• A successful and knowledgeable team to be part of and learn from
• Competitive base pay plus the ability to earn more tied to your success - the only limit is your potential
• A great benefits plan for you / your family
• Career paths so you can advance in the company
• A variety of perks for high-performing Team Members including the chance to win and be part of our annual President's Club trip
• And award-winning and one of Canada’s Most Admired Corporate Cultures with a proudly diverse and inclusive team

What do you bring?

• A growth mindset: above all else, we’re looking for people who are dependable, ambitious and want to grow with Reliance.
• You are a determined self-starter with a high degree of integrity, sense of urgency, passion for high performance and attention to detail who thrives working individually and in a team environment.
• Preferred supervisory or managerial experience overseeing a field operations team.
• Knowledge and technical experience within the HVAC and/or water heater industry is required.
• Gas B ticket 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.
• 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

Why Reliance?

As a leader in home services and energy efficient solutions for over 60 years, Reliance Home Comfort (Reliance) is committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and Team Members seeking a rewarding, inclusive workplace. With over 2 million customer relationships, Reliance is a trusted source and has become one of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers. Headquartered in Toronto, Reliance employs a workforce of over 2,700 Team Members across 28 branches in Canada and two locations in the United States. Reliance has been certified as a Great Place to Work in 2024 and has been recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital, for eight consecutive years since 2016. Reliance remains focused on sustainability, workplace safety, wellness, diversity, inclusivity, and prudent governance. Reliance Home Comfort is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

For more information, please visit www.reliancehomecomfort.com

Vacancy Type:

This posting is for a new vacancy

Use of Artificial Intelligence (AI)

We use AI-enabled tools to support parts of our selection process; however, every hiring decision is reviewed and finalized by our people.

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