Service Manager (Boilers / HVAC)

Our client is an established Canadian manufacturer and service provider of commercial and industrial boiler and heating systems, supporting customers across a broad service territory. They are seeking a Service Manager to lead their Ottawa service branch, a hands-on leadership role with full accountability for field service execution, technician performance, customer satisfaction, and the growth of a profitable aftermarket service business. This is an ideal fit for a field service leader who is equally comfortable coaching technicians, troubleshooting complex equipment issues, and building customer relationships that turn service calls into long-term revenue. What You'll Do • Lead, coach and develop a team of 6–10 Service Technicians, including recruiting, onboarding, training, performance management and ongoing feedback • Deliver timely, high-quality service in a high-volume, short-cycle environment while maintaining urgency and responsiveness • Manage 24/7 emergency service coverage and ensure the right technicians are available to meet customer needs • Oversee daily service operations with the Service Administrator, assigning and scheduling technicians by skill set, workload, priority and customer requirements • Provide technical leadership on complex field issues involving boilers, pumps, systems, controls and related equipment • Grow the aftermarket business, including preventive maintenance agreements, upgrades, parts and other service solutions • Prepare service, sales, project quoting and estimating proposals for customers • Build strong customer relationships through regular communication, site visits and follow-up • Identify sales opportunities from service calls, site visits and technician recommendations, and partner with the Sales team to track and close them • Develop and improve field procedures, work processes and project-planning standards to raise quality, consistency and efficiency • Monitor service performance against customer, operational and continuous-improvement objectives, and find ways to reduce costs and improve profitability • Champion a safety-first culture and ensure all work meets health and safety requirements • Collaborate with the General Manager, Sales, manufacturing and other departments to align service delivery with business priorities Requirements What You Bring • 5–10+ years of technical field service team management in a comparable environment such as boilers, HVAC, heavy equipment, or related mechanical systems • Experience in a high-volume, short-cycle service organization providing 24/7 support across a broad geographic area • Proven ability to manage, coach and develop direct reports • Experience building customer service and operational improvement programs • Experience developing project and work proposals for customers • Intermediate proficiency with Microsoft Office (Word, Excel, Outlook) • Valid driver's license and eligibility to work in Canada Strong Assets • Bilingual in English and French (highly valued for this market) • Experience servicing commercial and industrial boilers • Exposure to Lean and Continuous Improvement tools and techniques • Post-secondary diploma in a related technical field and/or business training Benefits • Base salary of $120,000–$130,000 • Annual performance bonus • Company vehicle • A leadership role with real ownership over a branch service operation and its growth