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

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

• 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

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Service Manager (Boilers / HVAC)