Expected Schedule: Monday- Friday, 10am-6pm, with on-call availability for after-hours/weekend escalation support as required.
About Vista Services
Vista Services is more than just a financial partner – we are helping communities, the people that live within them and the local contractors that service the area. Our dealers are experts in the water heater, HVAC, and residential infrastructure sector. Having both ownership from local management and an infrastructure fund managed by an award-winning investment manager, we are a well-capitalized company growing organically, geographically and by acquisition.
Job purpose/mandate
Reporting to the Manager, Service, Warranty & Logistics or designate, the Team Lead, Service, Warranty & Logistics is responsible for the day-to-day coordination, execution, and support of service, warranty, dispatch, logistics, inventory, and customer service activities. The Team Lead provides hands-on leadership, technical guidance, coaching, and operational support to the team while ensuring exceptional service delivery to customers, dealers, service providers, and internal stakeholders.
The Team Lead acts as the first point of contact for daily operational and employee matters, helping to maintain service levels, resolve escalations, improve processes, and ensure work is completed accurately and efficiently. In the absence of the Manager, the Team Lead provides operational oversight and resolves or escalates complex, strategic, or performance-related matters as required.
Key Responsibilities
- Provide daily leadership, coaching, technical guidance, training, and motivation to team members;
- Support the Manager in overseeing daily department operations and workflow management;
- Assist with scheduling, planning, assigning, and prioritizing work activities;
- Monitor team productivity, service levels, quality standards, and workload distribution;
- Establish and maintain positive working relationships and open communication with team members;
- Provide ongoing coaching and performance feedback while escalating formal performance concerns to the Manager where required;
- Participate in recruitment, onboarding, and training of new employees;
- Foster a collaborative, best-in-class customer-focused, and results-oriented team culture;
- Support cross-training initiatives to strengthen team knowledge and operational flexibility; and
- Act as the first point of contact for day-to-day employee questions and operational challenges.
Service Operations & Dispatch
- Coordinate and monitor daily service operations to ensure customer needs are addressed promptly;
- Review, prioritize, and dispatch service requests in accordance with company policies and service standards;
- Manage dispatch boards and technician scheduling activities;
- Process and track service calls, installations, product deliveries, and related activities;
- Assist in diagnosing service-related issues and work collaboratively to develop solutions that prevent recurrence;
- Monitor service provider performance and escalate concerns as required;
- Coordinate with third-party call centers to ensure seamless customer support; and
- Track service activities and ensure all records are accurate and complete.
Warranty Administration
- Process, review, and manage warranty claims in accordance with company policies and supplier requirements.;
- Monitor warranty submissions, invoices, service work orders, serial numbers, and supporting documentation;
- Investigate and resolve warranty discrepancies and missing information;
- Coordinate with service providers, manufacturers, and internal stakeholders to ensure timely claim resolution;
- Support ongoing development and enhancement of warranty processes and controls; and
- Assist in identifying trends, recurring issues, and opportunities for process improvements.
Logistics, Inventory & Procurement
- Assist in coordinating day-to-day logistics, including equipment orders, deliveries, returns, and inventory movements;
- Support warehouse operations and the crew’s established inventory management processes;
- Help monitor inventory levels and flag upcoming replenishment requirements to the team;
- Assist in sourcing HVAC and water heating equipment, parts, and materials as required;
- Support the tracking and reconciliation of assets and inventory records to maintain accuracy;
- Work closely with suppliers and suppliers to resolve delivery, inventory, and product-related issues; and
- Support quality control processes and regulatory compliance requirements.
Customer and Dealer Support
- Provide exceptional customer service to customers, dealers, builders, service providers, and internal teams;
- Handle escalated customer inquiries and service concerns professionally and efficiently;
- Support dealer and relationships through proactive communication and issue resolution;
- Work collaboratively with Sales, Customer Service, Contract Administration, Accounting, Marketing, and Operations teams;
- Assist with training dealers and service providers on service, warranty, and operational processes; and
- Help maintain a positive customer experience throughout the service and warranty lifecycle.
Process Improvement & Reporting
- Identify opportunities to improve service delivery, warranty administration, logistics processes, and operational efficiency;
- Participate in continuous improvement initiatives and special projects;
- Assist in the implementation of new systems, processes, and operational enhancements;
- Monitor key performance indicators and departmental metrics;
- Develop and maintain reports, tracking tools, and operational documentation;
- Ensure compliance with company policies, procedures, and regulatory requirements; and
- Maintain accurate records and data within company systems.
Team & Company Values
- Uphold and embody company values in all work and interactions, contributing to a positive and supportive team culture;
- Contribute to a positive, professional, and collaborative work environment;
- Promote operational excellence through accountability, continuous improvement, and customer focus; and
- Support organizational objectives and actively contribute to departmental success.
Qualifications
- College diploma or post-secondary education in Business, Operations, Supply Chain, HVAC, or a related field considered an asset;
- Minimum 4–5 years of experience in HVAC and Water Heating service, warranty administration, dispatch, logistics, or related operational roles;
- Previous experience leading, coaching, or mentoring team members preferred;
- Strong understanding of HVAC and Water Heating equipment, service operations, warranty processes, and logistics management;
- Experience working with service providers, technicians, and customers;
- Strong proficiency with Microsoft Office applications including Outlook, Excel, and Teams; and
- Experience with CRM, dispatch, inventory, or service management systems considered an asset.
Knowledge, Skills & Competencies
Leadership & Communication
- Strong leadership and team-building abilities;
- Excellent verbal and written communication skills;
- Ability to influence and collaborate across departments; and
- Strong conflict resolution and problem-solving capabilities.
Customer Focus
- Demonstrated commitment to delivering exceptional customer experiences;
- Ability to manage customer concerns professionally and effectively; and
- Strong relationship-building skills with customers, dealers, and service providers.
Operational Excellence
- Excellent organizational and time management skills;
- Strong attention to detail and follow-through;
- Ability to manage multiple priorities in a fast-paced environment; and
- Proven ability to identify operational issues and implement practical solutions.
Business Acumen
- Strong analytical and decision-making skills;
- Ability to interpret operational data and identify improvement opportunities; and
- Understanding of service economics, warranty administration, and inventory controls.
Adaptability
- Comfortable working in a changing environment with competing priorities;
- Ability to remain calm under pressure while balancing customer and operational needs; and
- Demonstrates initiative and ownership of responsibilities.
Success Measures
The Team Lead will be evaluated on:
- Service response times and dispatch efficiency;
- Warranty processing accuracy and turnaround times;
- Customer and dealer satisfaction;
- Team productivity and engagement;
- Inventory accuracy and logistics performance;
- Process improvement implementation;
- Quality, compliance, and operational excellence standards; and
- Achievement of departmental and organizational objectives.
This role serves as a critical operational leader, ensuring the successful delivery of HVAC and Water Heating service, warranty, and logistics activities while supporting the development of a high-performing, customer-focused team.
Other
- This is a permanent, full-time position representing a genuine, existing backfill vacancy. No artificial intelligence are used in the recruitment or selection process
Pay: $60,000.00-$70,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Wellness program
- Work from home
Work Location: Remote
