Service Manager - Plumbing, HVAC, Refrigeration

About the Role

William Kelly & Sons Plumbing Contractors (1989) Ltd. is seeking an experienced and motivated Service Manager to lead our Service, Maintenance, and Warranty (SMW) division. This is a key leadership role responsible for overseeing daily operations, driving customer satisfaction, and supporting business growth through strong team management and client relationships.

Working Hours

• Monday to Friday: Regular hours are 7:00 AM – 3:30 PM, with some flexibility in scheduling
• Includes a 30-minute unpaid lunch break
• On-call availability required (24/7 rotation unless otherwise agreed)

Key Responsibilities

• Lead, manage, and support Service Department staff, including technicians
• Plan, coordinate, and oversee all service, maintenance, and warranty activities
• Ensure team objectives, productivity targets, and sales goals are achieved
• Deliver exceptional customer service and maintain strong client relationships
• Address customer concerns and resolve issues promptly and professionally
• Develop and secure new maintenance contracts, including negotiating terms
• Ensure compliance with industry regulations, standards, and company policies
• Oversee scheduling, dispatching, and labour planning
• Manage administrative functions including:
• Service call tracking
• Job costing and invoicing
• Collections follow-up
• Inventory tracking
• Procure materials, equipment, and supplies as needed
• Identify operational improvements to increase efficiency and service quality
• Monitor recurring issues and implement solutions to reduce them
• Conduct regular audits of work quality and customer service standards
• Assist with hiring and training of new technicians
• Attend job sites as needed to assess work, oversee progress, or assist with repairs

Qualifications & Skills

• Proven experience in a service management role (plumbing/HVAC/construction preferred)
• Strong leadership and team management skills
• Excellent communication and customer service abilities
• Strong organizational and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment
• Knowledge of industry regulations, codes, and best practices
• Experience with scheduling, dispatching, and job costing systems
• Strong technical writing skills, with the ability to prepare accurate, detailed Incident Reports for insurance claims

What We Offer

• Competitive salary (based on experience) $130,000 to $150,000
• Stable, long-term employment with a reputable company
• Opportunity to lead and shape a growing service division
• Supportive team environment

How to Apply

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

Pay: $130,000.00-$150,000.00 per year

Benefits

• Company events
• Dental care
• Extended health care
• On-site parking
• Vision care

Work Location: In person