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
