Service Manager

Job Description:

Service Manager

Reports To: Owner/Controller

Department: Plumbing & Heating Service & Shop Department

Organization: Bevan Bros. Limited

Position Summary

The Service Manager is responsible for overseeing the daily operations of the Plumbing Service & Shop Department. This role ensures efficient scheduling, high-quality service delivery, strong customer relationships, and the profitability of the service division. The Service Manager supervises technicians while maintaining safety, productivity, and customer satisfaction.

Key Responsibilities

Operations Management

Oversee the day-to-day operations of the plumbing service and shop department.
Schedule and coordinate service technicians to ensure efficient dispatch and job completion.
Monitor service calls to ensure work is completed on time, within scope, and to company standards.
Manage emergency and after-hours service scheduling as required.
Supervise and support service technicians and shop staff.
Organize and conduct safety meetings and training courses, and ensure proper documentation and procedures are followed.
Ensure the department follows all occupational health and safety regulations.

Customer Service

Ensure a high level of customer satisfaction on all service calls.
Address and resolve customer concerns or service issues promptly.
Maintain strong relationships with customers and key clients.

Financial & Performance Management

Manage service labour and materials to ensure all invoices are correct.
Prepare all customers’ invoices.
Prepare service estimates and large service quotes.

Complete weekly/monthly reports on service labour and materials to be submitted to the Controller.

Inventory & Equipment

Monitor inventory levels of common service materials and parts.
Coordinate with suppliers when necessary.

• Supervise and manage the Shop Manager.
• Ensure the shop and service areas are maintained in a clean, safe, and organized condition.
• Maintain systems for tool organization, inventory storage, and material management.
• Ensure service vehicles, equipment, and materials are properly maintained and stocked.

Qualifications

Plumbing experience is considered an asset.
2+ years of supervisory or management experience preferred.
Strong leadership and team management skills.
Excellent communication and customer service skills.
Strong organizational and problem-solving abilities.
Proficiency with scheduling systems, service software, and Microsoft Office.

Working Conditions

Combination of office and shop environment.
May require occasional evening or weekend work to support service operations.

Other information:

• Typical working hours are Monday to Friday, 7:30 am to 4:00 pm
• After 12 months of consecutive employment, employees may participate in the following programs:
• RRSP Matching Plan
• Medical and Dental Insurance Plan
• Competitive salary

Tagged as: 72012