About Gateway Mechanical:

At Gateway Mechanical, we are dedicated to delivering exceptional customer service through innovative, safe, and effective solutions. Since 1968, Gateway has been a trusted leader in the commercial and industrial HVACR (Heating, Ventilation, Air Conditioning, and Refrigeration) industry. We handle over 40,000 service calls annually and have become the largest HVAC & Refrigeration service provider in Western Canada. Our local teams, consisting of skilled professionals from HVAC, refrigeration, plumbing/gas fitting, sheet metal, and electrical trades, are supported by a network of expert engineers and project managers. This collaboration ensures that Gateway is equipped to meet every project and service call with full technical capability.

Position Overview:

The Plumber Foreman is responsible for leading a team of mechanical tradespersons through coaching and mentoring, and ensuring that excellence in customer service and quality workmanship is delivered without exception on repair, maintenance, installation, and construction jobs

Key Responsibilities

Operational Excellence:

• Stay abreast of current developments and trends in all relevant technical knowledge areas;
• Study competitor activities;
• Inspire the team to meet, or exceed, customer expectations;
• Ensure field staff have the appropriate tools and skills needed for success;
• Provide technical direction to field technicians and identify training gaps;
• Ensure assigned group stays within time and budget requirements;
• On-call support & scheduling
• Use of analytics to assist Customer Service Representatives and Technicians with Work Order lifecycle;
• Support Customer Service Representatives on customer priorities and advise the best technician suited for the job as required;
• Respond to customer callbacks and providing assistance on technically complex situations;
• Daily check-in communication with direct reports;
• Review and advise on aging work orders;
• Pro-actively communicating with customers to resolve any concerns that may arise;
• Approve payroll timesheets and tool lists for direct reports;
• Manage vacation schedules to ensure proper coverage;
• Ensure best-in-class customer and quality service;
• Perform site safety and vehicle inspections.

Health, Wellness, Safety & Environment:

• Champion Gateway’s Safety Culture;

• Actively participate to help ensure that Gateway successfully passes COR audits;

• Act as an example through diligent practice of all HSE regulations;

• Actively participate in HSE meetings;

• Set a personal example to promote a safe work environment & ensures that sound environmental practices are followed;

• Demonstrate environmental considerations with a view at reducing the impact of operations;

• Promote & protect conservation & biodiversity wherever possible

• Ensure all HSE-related training and documentation is reviewed, understood, and signed off on by direct reports in a timely manner.

Human Resources:

• Act as a coach and mentor by providing training and advice when needed by a member of the team;

• Escalate performance management issues to the Field Operations Supervisor;

• Ensure all required documentation is fully completed such as FLHA’s, Time Sheets, and personal notes of interactions with customers and direct reports;

• Assist the Field Operations Supervisor in assessing technician competency levels and recommend

• Review and approve time-off requests for direct reports;

• Assist in ensuring proper onboarding and orientation of new technicians;

• Work hard to ensure your team is engaged and motivated;

• Maintain a positive tone within the team and work cooperatively through personal behavior, work contribution and the sharing of expertise and knowledge; and

• Act as an ambassador for Gateway Mechanical Services in all dealings with the public, management, and team members.

• Other Duties:

• Additional responsibilities may be assigned to align with the needs of the business and the position.

Required Competencies:

• Strategic Planning & Execution: Business planning, budgeting, and forecasting.
• Human Resources Management: Workforce planning and team development.
• Continuous Improvement: Focus on customer journey management and job process optimization.
• Health & Safety: Knowledge of policies, incident management, and safety protocols.
• Customer Support: Invoicing, customer service, and effective job management.
• Job Management: Preventative maintenance, resource scheduling, and work order management.

Minimum Requirements/Certifications:

• Journeyperson Plumber Certification;
• Gas B Ticket Required;
• Gas A Tickect considered an asset;
• 5 years experience working as a Journeyperson;
• Ability to lead a service team of 10+ members
• Ability to learn new technology platforms quickly;
• Intermediate knowledge of Microsoft 365.

Physical Work Conditions:

• Field setting position;
• Willingness to travel to establish and maintain relationships with customers;
• Willingness to travel to customer sites.

Disclaimer:

This job description is designed to outline the general nature and level of work expected. It is not intended to be an exhaustive list of duties, and management may assign additional responsibilities as needed.