PML Professional Mechanical Ltd. is Western Canada’s leading company for HVAC, plumbing, boiler mechanical service, and fire protection. From major construction projects to regular service work to the safety provided by our fire protection division, we approach our work with an industry-leading commitment to excellence and a keen awareness of our customers’ business needs.
We are currently recruiting for a Service Manager to lead and grow our service operations team. This role is responsible for overseeing field technicians and coordinating staff while ensuring high levels of customer service, operational efficiency, and profitability within the service division.
The Service Manager plays a critical leadership role in supporting technicians in the field, mentoring staff, improving systems and processes, and ensuring service work is delivered safely, efficiently, and to the highest standards.
Job Function
The Service Manager oversees the daily operations of the mechanical service department, including field technicians, dispatch, quoting support, and service sales. This role ensures effective coordination between the office and field while maintaining strong customer relationships and supporting the growth and profitability of the service division.
Key Responsibilities:
Leadership & Team Management
Lead, mentor, and support the service department team including technicians, dispatch, quoting support, and service sales staff.
Provide guidance and decision-making support for service scheduling, technician workload prioritization, and operational challenges.
Conduct regular performance feedback and support employee development and training.
Promote a collaborative, professional, and safety-focused work environment.
Ensure team members follow company procedures, service standards, and documentation requirements.
Service Operations Oversight
Oversee the daily scheduling and dispatching of technicians to ensure timely response to customer service requests.
Support troubleshooting and technical decision-making for complex service issues.
Monitor service job progress, ensuring work orders, reports, and follow-up actions are completed in a timely manner.
Ensure service documentation, job reports, and work orders are accurate and completed promptly.
Review and approve service quotes and assist with complex repair or maintenance proposals.
Coordination with Office Support Roles
Provide direction to dispatch to prioritize service calls and manage technician workloads.
Oversee quoting processes, work order creation, materials ordering, and coordination of service jobs.
Work closely with the Service Sales Representative to support customer relationships, service agreements, and sales opportunities.
Customer Relations
Maintain strong relationships with commercial, institutional, and industrial customers.
Assist with escalated customer issues or complex service requests.
Support sales initiatives by identifying opportunities for preventative maintenance contracts and service upgrades.
Financial & Operational Performance
Monitor service department performance, including revenue, margins, and productivity.
Review quotes and ensure appropriate pricing and profitability.
Identify opportunities to improve operational efficiency and service delivery.
Safety & Compliance
Ensure technicians follow safety policies, regulatory requirements, and industry best practices.
Support compliance with government security clearance requirements and industry certifications.
Qualifications:
Red Seal Plumbing / Mechanical HVAC background preferred or equivalent mechanical service experience
Minimum 5–10 years mechanical service experience, including leadership or supervisory experience
Strong knowledge of plumbing, heating, mechanical systems and HVAC
Experience managing technicians or service teams
Strong organizational and decision-making skills
Excellent customer service and communication skills
Experience with service management software (Jonas or similar) considered an asset
Valid Class 5 driver’s license
At PML Professional Mechanical Ltd, we are committed to fostering a diverse and inclusive workplace. We are an equal opportunity employer and value the unique perspectives and experiences that each individual brings. We encourage applicants of all backgrounds to apply and join our team. If you are interested in this exciting opportunity, please email your resume and cover letter to [email protected] . We look forward to hearing from you and exploring the potential of working together to achieve great things.
