Service Manager (Keele & Steeles)

Our employer is a garage door company looking to hire an individual who loves implementing proven processes and leading their people to success; they know that if their team wins, then they win too. They think like a leader, act like a teammate, and leave no team member behind, no matter how early or how late. They are collaborative, supportive and have a thoughtful approach to their communication style. They are confident in their leadership and coaching abilities, they love to learn something new every day, and they want to empower those around them. They have experience spending time on the road with their team, but have found peace in completing their administrative duties from the office, where they know the devil is in the details. While they don’t necessarily have garage door experience, they may have a background in the trades or the construction business (an asset). Despite working in a fast-paced environment with changing priorities, they are still a reliable and helpful resource to their team and peers and treat every customer as a relationship and not a transaction, handling escalations with care. They must always come with a positive attitude, have an ownership mentality, be ready to problem solve when needed, and join in our customer obsession.

____________________________________________________________

A Day in the Life of a Service Manager

• Every morning starts with a quick pulse check: yesterday’s figures, today’s schedule, and any potential roadblocks. Then you’re off and running. As Service Manager, you lead from the office, keeping the engine running smoothly for our Service and Installation teams across the Eastern Region.
• Collaborate daily with Dispatch, Project Coordination, Warehouse, and Technical Teams to ensure every technician is set up for success
• Hold technicians accountable for the processes which they are to follow and provide coaching to shine a light on opportunities to improve their compliance and skill sets
• Promptly answer questions from technicians in the field who need your attention to keep them moving, as the more efficient the technician is on-site, the more workload capacity this provides your dispatcher and our customers
• Coordinate specialty parts orders, which will allow for complex job fulfillment and customer satisfaction
• Lead onboarding for new hires and coaching for technician trainees while providing your seasoned technicians with upskilling and training opportunities
• Keep health and safety standards high through vehicle inspections, PPE compliance, and job site check-ins
• Provide key administrative support, including payroll/timesheets approvals, managing vacation/time-off requests, conducting performance reviews, reviewing invoice completion, and checking jobs for accuracy
• Work alongside technicians to maintain truck stock inventory, tools, and other fleet assets
• Be the first point of management to resolve escalated customer concerns

____________________________________________________________

• Proven leadership experience managing, coaching, and developing high-performing field teams, with a strong emphasis on accountability, motivation, and performance improvement.
• Background in a service-focused industry is essential.
• Demonstrated success in commercial, residential, or mixed-use environments, with an understanding of the unique operational challenges and customer expectations in each.
• Strong communication and interpersonal skills, with the ability to build trust and alignment across diverse teams and clients.
• Experience implementing operational processes, ensuring service excellence, and driving continuous improvement across distributed teams.
• Comfortable using technology and performance metrics to manage service delivery and team effectiveness.