Headcount Type: Existing

Application Deadline: September 11, 2026

The Role

The Service Manager is responsible for the overall planning, coordination, execution, and evaluation of the HVAC Service Division. The role manages and directs service technicians to support effective service delivery and maximize the utilization of technician resources.

The Service Manager provides overall people leadership for the HVAC Service team, including setting expectations, managing performance and accountability, addressing employee concerns, and supporting development. The Service Manager partners with the Service Foreperson on technical coaching, training, and assessment where trade-specific expertise is required.

Keys Tasks

The Service Manager's duties include, but are not limited to:

• Interpret contract terms to workers and clients.
• Communicate with Technicians to describe the project scope and objectives, specifications for deliverables, and changes.
• Review service work orders to ensure completion and technical compliance. Review will be conducted in a timely manner to reflect billing timeline goals.
• Coordinate and schedule safety training with Manager, Health and Safety.
• Review technician timesheets.
• Maintain customer satisfaction by investigating concerns, implementing corrective actions, and communicating with the customer.
• Work closely with Account Management team to identify new opportunities with existing clients.
• Work with Service Foreperson to implement quality control programs; continually identify areas of improvement in service processes and adjust as required.
• Determine the degree to which progress is being made against objectives and the degree to which deliverables meet specifications. Determine causes and/or potential causes for deviations from planned performance; identify ways to avoid or correct problems.
• Assist HVAC Director with feedback related to short-term and long-term planning.
• Create a culture that promotes DILFO's core values. Represent DILFO internally and externally.
• Plan and execute larger projects and equipment replacement jobs.
• Oversee technician and apprentice development, working with the Service Foreperson to assess technical capabilities, identify skill gaps, and coordinate appropriate coaching and training.
• Identify and recommend opportunities for manufacturer training that are aligned with current portfolio.
• Work with Dispatcher to identify proper resources for contracts and service calls.
• Work closely with operations manager to review work in progress and escalate aging jobs
• Perform Quarterly Reviews with Service Technicians.
• Participate in HVAC L10 Meetings.
• Develop site specific information database relevant to technicians and coordinate data entry with Service Coordinator/Dispatcher.

Education

• HVAC technology degree or diploma
• Local Operating Engineer's License or Trade License, Systems Maintenance Administrator (SMA), or Real Property Administrator (RPA), considered an asset.

Experience

• 10+ years' experience within a commercial HVAC
• Demonstrated success in managing service processes, managing and leading complex teams of technicians, sub-trades and suppliers.
• Experience in ensuring safe, environmentally responsible, efficient, and effective projects.
• Proven experience in project planning, risk management, change management

Knowledge and Technical Skills

• Public safety and security, relevant equipment, policies, procedures and strategies to promote effective safety operations for the protection of people, data, property.
• Business and management principles involved in planning, resource allocation, human resources, production methods, and coordination of people and resources
• Machines and tools, including their design, use, repair and maintenance
• Ability to read and understand blueprints, drawings, and construction contract documents
• Microsoft Excel, Word, Outlook, Adobe; Knowledge of ERP and CRM software
• Document and recording information, maintaining information files and processing paperwork
• Strong knowledge of HVAC principles and specific manufacturer sequence of operations.

Physical & Environmental Requirements:

• Primarily office-based role with prolonged computer use.
• Sitting for prolonged durations, especially when performing computer-based tasks.
• Climbing stairs as needed.
• Performing tasks in a noisy environment.
• Manual dexterity for tasks such as typing and handling system-related tools or equipment.

We thank all applicants for their interest in working at DILFO; only those identified for further consideration will be contacted.