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
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
- Base salary of $120,000–$130,000
- A leadership role with real ownership over a branch service operation and its growth
