Our client is an established Canadian manufacturer and service provider of commercial and industrial boiler and heating systems, supporting customers across a broad service territory. They are seeking a Service Manager to lead their Ottawa service branch, a hands-on leadership role with full accountability for field service execution, technician performance, customer satisfaction, and the growth of a profitable aftermarket service business.
This is an ideal fit for a field service leader who is equally comfortable coaching technicians, troubleshooting complex equipment issues, and building customer relationships that turn service calls into long-term revenue.
What You'll Do
• Lead, coach and develop a team of 6-10 Service Technicians, including recruiting, onboarding, training, performance management and ongoing feedback
• Deliver timely, high-quality service in a high-volume, short-cycle environment while maintaining urgency and responsiveness
• Manage 24/7 emergency service coverage and ensure the right technicians are available to meet customer needs
• Oversee daily service operations with the Service Administrator, assigning and scheduling technicians by skill set, workload, priority and customer requirements
• Provide technical leadership on complex field issues involving boilers, pumps, systems, controls and related equipment
• Grow the aftermarket business, including preventive maintenance agreements, upgrades, parts and other service solutions
• Prepare service, sales, project quoting and estimating proposals for customers
• Build strong customer relationships through regular communication, site visits and follow-up
• Identify sales opportunities from service calls, site visits and technician recommendations, and partner with the Sales team to track and close them
• Develop and improve field procedures, work processes and project-planning standards to raise quality, consistency and efficiency
• Monitor service performance against customer, operational and continuous-improvement objectives, and find ways to reduce costs and improve profitability
• Champion a safety-first culture and ensure all work meets health and safety requirements
• Collaborate with the General Manager, Sales, manufacturing and other departments to align service delivery with business priorities
Requirements
What You Bring
• 5-10+ years of technical field service team management in a comparable environment such as boilers, HVAC, heavy equipment, or related mechanical systems
• Experience in a high-volume, short-cycle service organization providing 24/7 support across a broad geographic area
• Proven ability to manage, coach and develop direct reports
• Experience building customer service and operational improvement programs
• Experience developing project and work proposals for customers
• Intermediate proficiency with Microsoft Office (Word, Excel, Outlook)
• Valid driver's license and eligibility to work in Canada
Strong Assets
• Bilingual in English and French (highly valued for this market)
• Experience servicing commercial and industrial boilers
• Exposure to Lean and Continuous Improvement tools and techniques
• Post-secondary diploma in a related technical field and/or business training
Benefits
• Base salary of $120,000-$130,000
• Annual performance bonus
• Company vehicle
• A leadership role with real ownership over a branch service operation and its growth
