Service Manager

Job summary

The Service Manager will oversee the daily operations of the plumbing service department, including managing staffing, scheduling, and working with upper management on yearly business plans. Key duties involve coaching the field team on performance and customer service to increase engagement and revenue, while also developing incentive programs and hosting team meetings.

Job details

The Opportunity: Are you a hands-on leader who enjoys coaching teams, improving performance, and building a positive culture? Our team is looking for a Service Department Manager who can motivate our field team, build strong team engagement, and help our service department reach its performance goals. Key tasks include: * Manage the day to day operations of the plumbing service department * Hire and train team members, ensuring that staffing levels and schedules are appropriate to meet demand. * Work with upper management to build yearly business plans for the service department. * Monitor employee performance to ensure daily, weekly, and monthly goals are met. * Inspire and coach field team members to reach performance standards and hit their goals. * Coach and train our field team on our customer service and sales process to improve customer engagement, closing rates, and increase revenue. * Promote team engagement and show recognition by developing monthly contests and incentive programs. * Plan and host weekly field team department meetings. * Hold weekly/biweekly one on one meetings with direct reports. * Go on weekly ride-alongs with technicians to coach performance and build positive relationships. * Attend field sites each week to stay connected with team members, assisting onsite as needed. * Implement, enhance, and develop company processes to ensure operational alignment. * Maintain proper pricing for all departments and update regularly. * Plan for operational needs for the Service Department such as staffing, vehicles & equipment, services. * Track customer satisfaction and manage any customer concerns in a quick and effective manner. * Build and maintain relationships with vendors, municipality representatives etc. Job Type: Full Time Salary: $90,000 - $110,000 per year Benefits & Perks: * Health & dental benefits - for you and your family. * RRSP plan with company match. * Competitive wages. * Company supplied vehicle with take home ability. * New technology. * Culture building events. * Access to training and resources to help you grow personally & professionally. * Access to a Business coach. Competencies for Success: * Ability to influence and drive team performance to achieve business goals and objectives. * Proactively identifies business challenges and opportunities, implementing practical and effective solutions. * Possess the ability to inspire both personal and professional growth in our team members. * Responds thoughtfully to stress, feedback, and changing situations with a calm and positive attitude. * Ability to build and maintain positive relationships with team members and customers. * Highly organized with exceptional follow-through abilities. * Demonstrates the ability to make sound decisions by applying experience, knowledge, and intuition. * Excellent verbal and written communication skills. * Excels in a fast-paced, goal driven environment. Desired Qualifications and Experience * Minimum 5 years experience in a leadership role. Prior experience overseeing a field operations team is considered an asset. * Previous experience in a home services industry is highly desirable. * Knowledge of plumbing or possession of a red seal trade license is considered an asset. * Technologically proficient - Google Workspace, Microsoft, ServiceTitan * Certifications in leadership programs such as Maxwell Leadership, Nexstar Service/Ops Management, considered an asset. * Must possess a valid driver’s license with a clean driver’s abstract. Job Availability We accept applications for this position on an ongoing basis. We are currently considering applications for future opportunities. We encourage all interested candidates to apply. Artificial Intelligence (AI) We use an Applicant Tracking System that may use AI components to assist in the screening or assessment of job applications for this position. All final hiring decisions are reviewed and made by our human recruitment team. About Us: Trusted for over 100 Years! Birnie Plumbing & Drains is a family-owned company that has proudly served our community since the 1920s. With four generations of expertise, we specialize in residential plumbing & drains services while delivering quality workmanship, lasting solutions, and exceptional customer care. Our team is dedicated to enhancing the lives of the people we meet every day, just as we have done for generations. Learn more at www.birnie.pro [http://www.birnie.pro] Please note Birnie Plumbing & Drains is an equal opportunity employer. Accommodations are available through the hiring process upon request. Please notify us if you require an accommodation and we will work with you to meet your needs. Compensation: $90,000.00 - $110,000.00 per year Company History In the 1920's John Birnie saw an opportunity in the newly developing city of Hamilton, Ontario, and started a sewer and cement business under the name of John Birnie Sewer and Cement. The company earned a reputation for good work at a quality price and for caring about customers’ homes. In 1946 Thos. Birnie (John's Son) took on the business and put it in his name and shortly thereafter his sons (Roy Birnie & Bob Birnie) soon followed him into the business. In 2000 the company was accidentally left out of the phone book and had to develop a strategy to help customers remember who to call in a STINKY situation, and that's where the phone number 5-Stinky came from. In 2010 Roy and Bob's sons came into ownership with their dads, continuing the family legacy. In 2025, in celebration of over 100+ years in business the company launched a new name and logo, paying homage to the company's history and dedication of service to the community. To this day, the business is still owned and operated by the Birnie family and includes other members of the family and staff that have made their careers with us.

What you’ll do

The Service Manager will oversee the daily operations of the plumbing service department, including managing staffing, scheduling, and working with upper management on yearly business plans. Key duties involve coaching the field team on performance and customer service to increase engagement and revenue, while also developing incentive programs and hosting team meetings.

Requirements

Candidates must have a minimum of 5 years of leadership experience and demonstrate the ability to influence team performance, proactively solve business challenges, and inspire team growth. Desired qualifications include prior experience overseeing field operations, knowledge of plumbing or a Red Seal trade license, proficiency in Google Workspace/Microsoft/ServiceTitan, and a valid driver's license.

Benefits

• Health insurance • Dental insurance • RRSP plan with company match • Company supplied vehicle with take home ability • Culture building events • Access to training and resources • Access to a Business coach

Listed skills

• Team Engagement · Preferred
• Customer service · Preferred
• Training · Preferred
• Operations Management · Preferred
• Decision Making · Preferred
• Communication · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Team Coaching
• Performance Improvement
• Operations Management
• Hiring
• Training
• Business Planning
• Employee Performance Monitoring
• Customer Service
• Sales Process Improvement
• Team Engagement
• Process Implementation
• Pricing Maintenance
• Vendor Relationship Management
• Decision Making
• Communication
• Goal Driven Environment

Job areas

• Management & Leadership
• Trades
• Customer Service & Support
• Engineering