Job Description

About TruFinity Plumbing, Heating & Cooling:

At TruFinity, we don't just fix problems -- we deliver premium, white-glove service that exceeds expectations. We believe great results come from great leadership, systems, and support. That's why we're building a team of high-performance professionals who take pride in doing things right the first time, every time.

Role Overview

The

Team Lead / Call-by-Call Manager:

is a leadership role focused on maximizing the performance and consistency of our service technicians -- one call at a time.This role is responsible for coaching technicians through live job dispatches, reviewing job outcomes, ensuring proper estimate creation, and holding the team accountable to TruFinity's premium service standards. You'll also work closely with the CSR/Dispatch team to assign the right tech to the right job and ensure every opportunity is optimized.

Key Responsibilities

:

Live Call Coaching & Support

Monitor real-time dispatch activity and coach techs before, during, and after jobs Review technician game plans before arrival to ensure alignment with TruFinity standards Debrief with techs after service calls to improve conversion, communication, and close rate

Team Performance & Results Management

Track KPIs such as average ticket, close rate, reviews, and estimate conversion Identify underperformance trends and coach techs accordingly Collaborate with Service Manager to develop improvement plans where needed

Process & SOP Enforcement

Ensure every technician is following TruFinity's field SOPs, pricing protocols, and safety standards Confirm that all estimates are created properly in ServiceTitan and visually presented to customers Support CSR/Dispatch in scheduling the right techs to the right jobs for best results

Field Support & Troubleshooting

Be available as the techs' first line of technical assistance during active jobs Help resolve on-site challenges quickly and professionally

Collaboration:

Work closely with:

Technicians

- Daily coaching and performance development

CSR & Dispatch Team

- Optimize job assignment strategy

Service Manager & Sales Support

- Ensure techs have everything needed to win

Ideal Candidate:

Former technician or current field lead with strong technical knowledge Proven track record of high performance in residential service environments Strong communicator, motivator, and process enforcer Skilled in ServiceTitan or similar CRM Committed to upholding TruFinity's premium service culture Able to remain calm under pressure and lead by example

Qualifications:

Minimum 5 years in the plumbing/HVAC industry Prior experience in leadership, coaching, or performance management Strong understanding of sales, service workflows, and dispatch strategy ServiceTitan or dispatch board experience is a major asset

Compensation & Benefits

Competitive Salary:

$70,000 - $100,000

, based on experience and performance Extended Health & Dental Benefits Ongoing Training & Leadership Development Opportunity to grow into senior management or operations roles

Ready to Lead From the Front?

This role is perfect for a high-level field pro ready to step into leadership -- or a current leader looking to make real impact in a company that values performance, people, and pride in your work. Apply now and be part of raising the standard in our industry -- one service call at a time.

Job Types: Full-time, Permanent

Pay: $70,000.00-$100,000.00 per year

Benefits:

Company car Company events Dental care Disability insurance Extended health care Life insurance Relocation assistance RRSP match Vision care
Ability to commute/relocate:

Kelowna, BC (V1Y): reliably commute or plan to relocate before starting work (required)
Experience:

HVAC & Plumbing: 5 years (required)
Language:

English (required)
Licence/Certification:

Drivers Licence (required)
Work Location: In person

Expected start date: 2025-08-04