1 General Statement of Duties

The Service Manager is responsible for leading and managing the company’s plumbing and heating service operations. This includes supervising field technicians, ensuring high-quality workmanship, overseeing scheduling and logistics, maintaining equipment readiness and safety compliance, supporting customer satisfaction, and managing department budgets.

The Service Manager drives service excellence and operational efficiency to meet performance and profitability goals. While this role does not include dedicated estimating duties, occasional site visits and preparation of small quotes may be required based on workload.

2 Supervision Received

Reports directly to the General Manager or CEO.

3 Supervision Exercised

Provides leadership and oversight for all Journeyperson, Apprentices and Labourers
Oversees daily field operations, staffing, training and performance within the Service Department
Works closely with office administration to ensure smooth operations and customer satisfaction

4 Key Focus Areas

Oversight of daily field operations and technician performance
Scheduling alignment and resource allocation
Safety compliance, training, and adherence to Alberta Building Code, Gas Code and Safety Standards
Quality assurance and customer service outcomes
Coaching, development, and accountability of service staff
Management of materials, inventory and equipment readiness
Process improvements and operational efficiency
Support warranty management and after-hours service as needed
Budget management, cost control and productivity tracking for the Service Department
Coordination with sub-contractors (i.e.: HVAC, Electrical, etc.) for shared projects and resource needs
Foster a culture of safety, accountability and professionalism
Reporting on department performance and KPIs

1 Summary of Duties

Uphold and promote the Mission, Vision and Core Values of the organization
Lead the service team to meet quality, efficiency, customer satisfaction and profitability goals
Monitor and improve service delivery performance, customer satisfaction and response times
Ensure all work complies with Alberta Safety Codes and Regulations
Recruit, train and mentor technicians and service staff
Manage vendor relationships, materials procurement and equipment readiness
Conduct regular job site and quality control inspections
Perform occasional site visits and prepare quotes as required, depending on workload
Address escalated customer issues and ensure timely resolution
Maintain up-to-date knowledge of industry standards, technology and code requirements
Provide regular performance reports and operational insights to management

2 Education and Experience

Valid Driver’s License;
Journeyperson certification in Plumbing and Gasfitting B - required
Minimum five (5) years of experience in plumbing, heating or gasfitting service, including at least two (2) years in a leadership or supervisory position
Strong knowledge of plumbing and heating systems, installation standards and service procedures
Experience managing service operations in residential, commercial or light industrial environments

3 Required Knowledge, Skills and Abilities

Proven leadership experience in plumbing and heating service management or field supervision
Strong understanding of plumbing and heating codes, service processes and workforce optimization
Proven experience in plumbing, hydronic heating and gasfitting systems
Ability to read and interpret technical drawings, schematics and codes
Ability to analyze performance metrics and implement improvements
Excellent communication, coaching and customer relationship skills
Strong customer service and conflict resolution skills
Skilled in vendor negotiation and equipment management
Proficiency in Microsoft Office Suite and Field management systems
Commitment to safety, quality, and customer satisfaction
Strong problem solving skills and adaptability in a fast paced environment

Express Office: Red Deer

4919 59th Street

Unit 270

Red Deer, AB T4N 6C9

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