At a Glance
- Tasks: Lead and develop a team of Service Technicians while ensuring high-quality service delivery.
- Company: Established Canadian manufacturer and service provider in the HVAC industry.
- Benefits: Competitive salary, annual performance bonus, and a company vehicle.
- Other info: Opportunity to build strong customer relationships and improve operational efficiency.
- Why this job: Take ownership of a branch service operation and drive its growth.
- Qualifications: 5–10 years of technical field service management experience in HVAC or related fields.
The predicted salary is between 120000 - 130000 $ per year.
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.
Requirements
- 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.
Benefits
- Base salary of $120,000–$130,000.
- Annual performance bonus.
- Company vehicle.
- A leadership role with real ownership over a branch service operation and its growth.
Service Manager employer: D2B Groups
D2B Groups is an exceptional employer for Boiler Technicians, offering a supportive work culture that prioritizes employee well-being and professional growth. With comprehensive benefits including health care, retirement plans, and paid time off, employees are empowered to thrive both personally and professionally. Located in a dynamic environment, the company fosters collaboration and innovation, making it an ideal place for those seeking meaningful and rewarding employment.
