Service Manager Edmonton

Position Summary:

The Gentlemen Pros is hiring a Service Manager to run daily residential service operations, coach a team of plumbing/HVAC technicians, and deliver a consistently excellent customer experience. This is a hands-on leadership role for someone who can optimize capacity, reduce gaps, improve on-time performance, and drive strong service standards.

The ideal candidate is a results-driven leader who can effectively manage scheduling and capacity, improve operational efficiency, enhance on-time performance, and maintain high service standards. Success in this role requires strong leadership, communication, and problem-solving skills, along with a commitment to team development and customer satisfaction.

Key Accountabilities:

• Lead, coach, and develop a team of skilled service professionals to maximize performance, engagement, and achievement of company goals.

• Oversee and manage daily residential service operations to ensure efficiency and service excellence.

• Partner with Dispatch and Job Coordination teams to optimize scheduling, improve capacity utilization, minimize downtime, and enhance on-time performance and customer satisfaction.

• Foster and promote a customer-first, growth-through-service culture that drives long-term client relationships and employee/business success.

• Address customer concerns and escalations promptly, ensuring professional and effective resolution.

• Monitor and drive key performance indicators, including revenue, productivity, quality, callback reduction, and customer satisfaction.

• Conduct regular ride-alongs, coaching meetings, and performance evaluations to support employee development and accountability.

• Identify opportunities to improve processes, systems, and workflows to increase operational consistency and results.

• Uphold high standards of professionalism, communication, workmanship, cleanliness, and workplace safety.

• Reinforce established best practices and service standards that support continuous growth and exceptional customer experiences.

• Follows all company Health & Safety policies and procedures and reports hazards, incidents, and near misses.

Note: The above statements are intended to describe the general nature and level of work being performed by the incumbent of this position. They are not intended to be an exhaustive list of all responsibilities and activities required of this position.

Qualifications & Experience:

· 2+ years of leadership experience in plumbing or residential home services

· Proven ability to manage, coach, and hold technicians accountable

· Strong understanding of residential service operations

· Ability to drive performance using KPIs

· Strong communication, organization, and real-time problem-solving skills

· Comfortable using CRM, scheduling, and field service management software

Nice-to-Have Qualifications:

· Red Seal Journeyman Plumber.

· Proven experience working in a fast-paced residential service environment.

· Demonstrated ability to lead and support teams through periods of growth, change, and operational improvement.

· Experience developing, implementing, and optimizing service processes, workflows, and operational systems.

Pay & Benefits:

· Base pay: $80,000+ per year (depending on experience)

· Performance bonus: Unlimited monthly performance bonus (based on KPIs)

· Benefits: Available after 3 months

Required Certifications and/or Documentation:

· Valid Class 5 Alberta Driver’s Licence and Driver’s Abstract

· Criminal Record Check

Expected Skills and Attributes:

· Strong attention to detail and commitment to quality workmanship.

· Ability to work independently with minimal supervision.

· Strong organizational and time-management skills.

· Good communication skills and the ability to work effectively with field technicians, management, and suppliers.

· Basic computer skills, including the ability to use email, Word, Excel, and equipment/service tracking systems.

Working Conditions

· Office base: A significant portion of the day is spent in an office setting handling administrative duties. This includes, Daily Huddle meeting, tracking Key performance indicators (KPIs), working closely with dispatch, and technicians to ensure client satisfaction.

· Field visits: The Service Manager will visit residential properties to conduct ride-alongs and quality-control audits or assist with complex diagnostics and repairs.

· Hours/schedule: This is a full-time position. Because residential service demand can be unpredictable, longer workdays will be required during peak periods.

· On call: This position requires being on call to provide support to service personnel (Evenings and weekends as required)