Sevice manager

Company Description Falcon Refrigeration & Air Conditioning provides commercial and industrial refrigeration, HVAC, and mechanical services across British Columbia, with a focus on environments where temperature and environmental control are mission-critical. The company serves a wide range of clients, including grocery and food retailers, wineries, breweries, processors, cold storage and distribution facilities, healthcare organizations, manufacturers, and commercial and industrial properties. Falcon’s team helps customers protect products, maintain compliance, reduce downtime, extend equipment life, and improve overall system performance. Services span commercial and industrial refrigeration, critical cooling, HVAC systems, mechanical services, preventative maintenance, emergency repair, controls, retrofits, and capital projects. As part of the ATRYX Group, Falcon offers access to broader expertise in building controls, energy optimization, and integrated building solutions, while maintaining a strong commitment to accountability, clear communication, and dependable results.

Role Description The Service Manager is a full-time, on-site role based in West Kelowna, BC, responsible for overseeing daily service operations for refrigeration, HVAC, and mechanical systems. This role manages service technicians and coordinators, schedules and prioritizes service calls, and ensures that work is completed safely, efficiently, and to quality standards. The Service Manager communicates with customers to assess needs, provide updates, and resolve issues, while monitoring service performance, costs, and timelines. Day-to-day tasks include reviewing work orders, coordinating preventative maintenance programs, supporting emergency response, and ensuring proper documentation and compliance with company policies and regulatory requirements. The role also involves collaborating with project and sales teams, contributing to continuous improvement of service processes, and mentoring team members to support professional development and technical excellence.

Qualifications

• Demonstrated experience in service management or supervision within refrigeration, HVAC, mechanical, or related building services.
• Strong skills in scheduling, resource allocation, and workload planning to manage multiple service calls and maintenance activities.
• Proficiency in customer communication, relationship management, and issue resolution, with a focus on service quality and reliability.
• Ability to interpret technical information, service reports, and equipment documentation, with basic understanding of refrigeration and HVAC systems.
• Competence in using service management or work order software, as well as standard office tools (e.g., email, spreadsheets, reporting systems).
• Knowledge of safety standards, regulatory requirements, and best practices for commercial and industrial mechanical environments.
• Proven leadership skills, including coaching, performance feedback, and supporting a collaborative, respectful team culture.
• Strong organizational skills, attention to detail, and the ability to make sound decisions in time-sensitive situations.
• Valid driver’s license and ability to travel locally to customer sites as required