Job Description

The Service Manager is responsible for the compliance and coordination of all service work



while working closely with the Operations Manager to improve performance, productivity,



efficiency and profitability through the implementation of best operational practices. The



Service Manager is responsible for supporting the Maintain It department, managing quality



assurance programs, strategizing process improvements and ultimately responsible for



maintaining and increasing the efficiency of the business.

REPORTING RELATIONSHIPS

The Service Manager reports directly to the Operations Manager and is required to interface



closely with all employees, sub-trades, vendors and suppliers.

CORE RESPONSIBILITIES

Work Order Management: Efficiently organizing, scheduling, and dispatching client


work orders to internal technicians and external subtrades.


Subtrade & Vendor Management: Sourcing, coordinating, and managing all subtrade


engagement, including securing competitive pricing and ensuring clear scope-of-work



agreements.


Client Communication: Serving as the primary communication point, providing


proactive and timely updates, and ensuring effective coordination between clients and



subtrades.


Reporting: Compiling and submitting professional Installation/Completion Reports to


clients with all necessary documentation.


Process Improvement: Establish, maintain, and continuously improve departmental


processes and standard operating procedures (SOPs).


Contract Documentation: Responsible for managing and maintaining contract


documentation for various company agreements, including service agreements for



subcontractors.


Financial Oversight: Responsible for timely pricing of completed work orders for


accurate invoice preparation.


Accounting Support: Monitoring Accounts Receivable (AR) and Accounts Payable


(AP) processes to provide essential support to the accounting function.


System Management: Monitor and promote the effective use of our accounting


software (Spectrum) across the organization.


Budgeting & Quoting: Prepare detailed and accurate estimates for material, labour,


equipment, and subcontracts. This includes preparing quotes and Preventative



Maintenance Agreement (PMA) proposals.


Quality Control (QC): Perform site checks post work orders to identify and verify


quality control items.

REQUIRED QUALIFICATIONS

Client Focus: Must be a natural client-facing person with demonstrated experience in


professional customer interaction and relationship management.


Communication Excellence: Possesses great communication skills (both written and


verbal) necessary to lead a team, negotiate with vendors, and clearly convey complex



project details to clients.


Technical Adaptability: A strong willingness and aptitude to learn and master new


technology and systems (e.g., our Spectrum software) to drive process efficiency.


Industry Knowledge: Requires a basic understanding of construction and maintenance


practices with relevant industry experience.


Operational Experience: Demonstrated experience in an operational management,


logistics, or coordination role.


Financial Acumen: Experience with pricing, budgeting, estimating, and providing


support for AR/AP functions.

WORKING ENVIRONMENT

Pace & Adaptability: Must be comfortable and thrive in a fast-paced, dynamic


environment where priorities can shift quickly.


Scheduling Flexibility: Some after-hours communications will be required to


coordinate with our crews who often work evenings and weekends.

MEASUREMENTS OF PERFORMANCE

The quality of work produced as measured by errors, rework and complaints.

Ability to communicate effectively with customers, suppliers and staff.

The accuracy and state of organization of all records kept.

The degree of compliance with the required regulations and standards.

Ability to build a capable and competent team and provide technical guidance to others


and resolve problems as a team.


Ability to lead, motivate and inspire others to get the job done on time and within budget.

The level of support to the management team in the areas requested.

Ability to develop, implement and document best practices in the areas under your


control in the organization.