Service Manager

Job description: Service Manager

Location: Aurora, Ontario (In-Person)

Company: R.A. Graham Electrical Contractors

About Us: We are a well-established and growing electrical contracting company serving commercial, industrial, and institutional clients throughout the GTA and surrounding areas. As a smaller, privately-owned organization, we pride ourselves on building long-term relationships with our customers and maintaining a collaborative, team-oriented culture where every employee has a meaningful impact on our success. We are seeking an experienced and motivated Service Manager to lead our service division, drive business growth, and support the ongoing development of our team and customer relationships.

The Opportunity: The Service Manager will play a critical leadership role within our organization, overseeing day-to-day service operations while driving sales, business development, and customer retention initiatives. This position combines operational management, workforce planning, client relationship management, and strategic growth responsibilities.Reporting directly to the General Manager, the successful candidate will work closely with our service coordinators, electricians, customers, and leadership team to ensure exceptional service delivery and sustainable growth.

Key Responsibilities: Customer Relationship Management & Business Development

• Develop and maintain strong relationships with existing customers.
• Identify opportunities to expand service offerings within current accounts.
• Drive customer retention and account growth through exceptional service and regular client engagement.
• Proactively identify and pursue new business opportunities.
• Prepare estimates, proposals, and service agreements.
• Represent the company professionally during customer meetings, site visits, and networking opportunities.

Service Operations & Team Leadership

• Lead and support a team of electricians, apprentices, and field personnel.
• Work closely with service coordinators to optimize technician scheduling and dispatching.
• Ensure service calls are completed efficiently, safely, and to customer expectations.
• Audit, and quality control of all work orders for appropriate information, and billing data.
• Monitor workforce productivity, utilization, and service quality.
• Provide mentorship, coaching, and performance management for field staff.
• Foster a positive, team-oriented culture focused on accountability and continuous improvement.

Workforce Planning & Strategic Management

• Forecast labour demand and resource requirements.
• Optimize scheduling to maximize efficiency and profitability.
• Monitor service department performance metrics and financial results.
• Collaborate with company leadership on growth strategies and operational improvements.
• Support budgeting, staffing plans, and business planning initiatives.

Qualifications: Required

• 10-15 years of relevant experience in the electrical industry, including leadership or management responsibilities.
• Strong customer service, communication, and relationship-building skills.
• Proven experience in sales, account management, or business development.
• Experience leading teams in a fast-paced service environment.
• Strong organizational and workforce planning abilities.
• Excellent computer skills and comfort working in a highly digital environment.
• Valid driver's licence and ability to travel to customer sites as required.

Preferred (Not Required)

• Licensed Electrician (309A) or equivalent electrical trade background.
• Project management experience.
• Experience with service management, and workforce planning software.
• Understanding of electrical service operations within commercial and industrial environments.
• Experience with municipal, or government service contracts.

What We're Looking For: The ideal candidate is equally comfortable building customer relationships, developing business opportunities, and leading operational execution. They are a hands-on leader who enjoys working with people, solving problems, and contributing to the growth of a company where their efforts make a visible impact.This is an excellent opportunity for someone who wants to join a close-knit organization where decisions are made quickly, collaboration is valued, and leadership has a direct influence on the company's success.

What We Offer

• Competitive compensation package (negotiable)
• Performance-based bonus opportunities
• Health and dental benefits
• Professional development opportunities
• Flexible work-from-home options when operationally appropriate
• Long-term career growth with a stable and growing organization

To Apply: Please submit your resume and a brief cover letter outlining your relevant experience and interest in the role.