Position Summary:
The Gentlemen Pros is hiring a Service Manager to run daily residentialservice operations, coach a team of plumbing/HVAC technicians, and deliver aconsistently excellent customer experience. This is a hands-on leadership rolefor someone who can optimize capacity, reduce gaps, improve on-timeperformance, and drive strong service standards.
The ideal candidate is a results-driven leader who can effectivelymanage scheduling and capacity, improve operational efficiency, enhance on-timeperformance, and maintain high service standards. Success in this role requiresstrong leadership, communication, and problem-solving skills, along with acommitment to team development and customer satisfaction.
Key Accountabilities:
• Lead, coach, and develop a team of skilledservice professionals to maximize performance, engagement, and achievement ofcompany goals.
• Oversee and manage daily residential serviceoperations to ensure efficiency and service excellence.
• Partner with Dispatch and Job Coordinationteams to optimize scheduling, improve capacity utilization, minimize downtime,and enhance on-time performance and customer satisfaction.
• Foster and promote a customer-first,growth-through-service culture that drives long-term client relationships and employee/businesssuccess.
• Address customer concerns and escalationspromptly, ensuring professional and effective resolution.
• Monitor and drive key performance indicators,including revenue, productivity, quality, callback reduction, and customersatisfaction.
• Conduct regular ride-alongs, coachingmeetings, and performance evaluations to support employee development andaccountability.
• Identify opportunities to improve processes,systems, and workflows to increase operational consistency and results.
• Uphold high standards of professionalism,communication, workmanship, cleanliness, and workplace safety.
• Reinforce established best practices andservice standards that support continuous growth and exceptional customerexperiences.
• Follows all company Health & Safetypolicies and procedures and reports hazards, incidents, and near misses.
Note: Theabove statements are intended to describe the general nature and level of workbeing performed by the incumbent of this position. They are not intended to be an exhaustivelist of all responsibilities and activities required of this position.
Qualifications &Experience:
• 2+ years of leadership experience in plumbing or residential homeservices
• Proven ability to manage, coach, and hold technicians accountable
• Strong understanding of residential service operations
• Ability to drive performance using KPIs
• Strong communication, organization, and real-time problem-solving skills
• Comfortable using CRM, scheduling, and field service management software
Nice-to-Have Qualifications:
• Red Seal Journeyman Plumber.
• Proven experience working in a fast-paced residential serviceenvironment.
• Demonstrated ability to lead and support teams through periods ofgrowth, change, and operational improvement.
• Experience developing, implementing, and optimizing service processes,workflows, and operational systems.
Pay & Benefits:
• Base pay: $80,000+ per year (depending on experience)
• Performance bonus: Unlimited monthly performance bonus (based on KPIs)
• Benefits: Available after 3 months
Required Certifications and/orDocumentation:
• ValidClass 5 Alberta Driver's Licence and Driver's Abstract
• CriminalRecord Check
Expected Skills and Attributes:
• Strong attention to detail and commitment to quality workmanship.
• Ability to work independently with minimal supervision.
• Strong organizational and time-management skills.
• Good communication skills and the ability to work effectively with fieldtechnicians, management, and suppliers.
• Basic computer skills, including the ability to use email, Word, Excel,and equipment/service tracking systems.
Working Conditions
• Office base: A significant portion of the day is spent in an officesetting handling administrative duties. This includes, Daily Huddle meeting,tracking Key performance indicators (KPIs), working closely with dispatch, andtechnicians to ensure client satisfaction.
• Field visits:The Service Manager will visit residential properties to conduct ride-alongs and quality-control audits or assist with complex diagnosticsand repairs.
• Hours/schedule: This is a full-time position. Becauseresidential service demand can be unpredictable, longer workdays will berequired during peak periods.
• Oncall: This position requires being on call to provide support to servicepersonnel (Evenings and weekends as required)
