Service Delivery Manager jobs in Ottawa, ON

WHY JOIN US?

• Stable work environment
• Retirement Savings Plan 2x matching
• Paid vacation pay and statutory holidays
• Co-pay Benefit Plan that includes coverage for employee and spousal life insurance, AD&D, Short and long term disability, hospital, prescription drugs, healthcare and dental care
• Family culture including volunteerism, Christmas party, golf tournament, BBQs and more

PURPOSE:

The Service Manager is responsible for leading the Ottawa Service Team and ensuring the safe, efficient and profitable delivery of high-quality service to Thermogenics customers. This role provides day-to-day leadership to a team of highly skilled Service Technicians and is accountable for service execution, technician deployment, customer satisfaction, technical support. Operational performance and the continued growth of the Service business.

The Service Manager works closely with the General Manager, Service Administration, Sales and other departments to ensure customer requirements are met, resources are effectively deployed, and service opportunities are identified and developed.

Major Duties & Responsibilities

The Service Manager is responsible for leading a team of 6-10 Service Technicians and contributing to the operational and financial performance of the Ottawa Service business:

• Ensure the timely delivery of high-quality customer service in a high-volume, short-cycle environment while maintaining appropriate urgency and responsiveness
• Lead, coach and support Service Technicians, including recruitment, onboarding, training, development, performance management and regular feedback
• Manage the provision of 24/7 emergency service and ensure appropriate technician coverage to support customer requirements
• Support profitable growth of our after-market service offerings including preventive maintenance agreements, upgrades, parts and other service solutions
• Provide technical leadership and assist in resolving complex customer and field-service issues involving boilers, pumps, systems, controls and related equipment
• Maintain strong customer relationships through regular communication site visits and follow-up to understand customer needs, resolve concerns and identify opportunities to improve service.
• Develop and improve field procedures, work processes and project-planning standards to increase service quality, consistency and efficiency
• Prepare Service, Sales, Project Quoting and Estimating proposals
• Foster a safety-first culture and ensure work is performed in accordance with Thermogenics’ health and safety requirements, policies and procedures
• Collaborate with General Manager, Sales, manufacturing & other departments to ensure alignment between customer requirements, service delivery, operational priorities and business objectives
• Identify and develop sales opportunities arising from customer interactions, service calls, site visits, technician’s recommendations and work closely with Sales team to ensure qualified opportunities are properly communicated, tracked and pursued
• Oversee and coordinate daily service activities in partnership with the Service Administrator, assigning scheduling technicians based on skill set, workload, customer requirements, job priority and operational needs
• Monitor service performance and progress against customer service, operational and continuous-improvement objectives
• Identify opportunities to reduce operating costs, improve productivity and increase the overall effectiveness and profitability of the Service business
• Other duties as assigned by the Ottawa General Manager

Qualifications & Experience

• Bilingual (English/French) required to effectively engage with customers and employees in the Ottawa region.
• 5-10+ years of technical field service team management (in similar technical environment – i.e. boilers, HVAC, heavy equipment, etc.) or related experience.
• Experience in a high-volume short-cycle service organization providing 24/7 support across a broad geographical area
• Experience developing customer service and other operational improvement programs
• Experience managing and coaching a team of direct reports
• Experience developing project/work proposals for customers
• Intermediate level ability with Microsoft Office (Word, Excel, Outlook)
• Valid driver’s license and eligible to work in Canada

COMPANY OVERVIEW:

The Company provides best-in-class parts and 24/7 service support delivered via highly trained technicians and manages a fleet of unique rental equipment to serve temporary or emergency needs. The product portfolio is primarily used for industrial, commercial and institutional applications across North America. Thermogenics is a leading manufacturer of coiled tube steam, hot water and thermal fluid boilers and related equipment. With its comprehensive product and service offering, Thermogenics functions as a one-stop shop for all of its customers’ most complex steam and heating requirements.

The Company operates from its head office in Aurora, ON and maintains sales and service operations in Apache Junction, AZ, Cincinnati, OH, Greensboro, NC, Hartford, CT, Louisville, KY, Jacksonville, FL, Las Vegas, NV, Orlando, FL, Ottawa, ON, Red Deer, AB and Sioux City, IA,

HIRING ACCESSIBILITY:

We are an equal opportunity employer. Thermogenics welcomes applications from candidates with disabilities; accommodations are available upon request for those who are selected to proceed with the interview process.

Job Type: Full-time

Pay: $120,000.00-$130,000.00 per year

Benefits:

• Company events
• Dental care
• Employee assistance program
• Extended health care
• On-site parking
• Paid time off
• RRSP match
• Vision care

Ability to commute/relocate:

• Ottawa, ON K1B 5N2: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have experience managing technical service teams or business operations in an industrial or service-based environment
• Do you have a strong understanding of the boiler, HVAC, or industrial services sector, including applicable safety and regulatory requirements.

Education:

• Bachelor's Degree (required)

Experience:

• Leadership: 7 years (required)

Language:

• English & French (bilingual) (required)

Work Location: In person