Field Service Manager - Boilers / HVAC / Heavy equipment
Thermogenics Inc
Ottawa, ON, Canada
Apply to this Job

Purpose

The Field Service Manager is an important role and is responsible for carrying out and supervising assigned service related functions in a manner aligned to organizational goals and values. The Field Service Manager coaches, supports and assists Service team members to ensure our company provides quality services to our customers and that customers are completely satisfied. They assist a team of Service Technicians in executing work plans / flow, ensuring daily delivery of service identifying process and work related improvements as well as providing deep technical knowledge (Boilers, pumps, systems, controls).

WHY JOIN US?

 

  • We are growing!
  • Competitive compensation package, variable pay
  • Retirement Savings Plan with Employer matching 2x employee contribution up to 4% of base salary
  • Diverse customer sectors and experience – continuous learning opportunity
  • Professionally managed with a friendly, family-like, culture
  • Experienced and highly dedicated office support team
  • Team approach with strong customer service orientation
  • 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
  • Re-location allowance for the right candidate

 

Primary Responsibilities

The Field Service Manager is responsible for supervising a team of 5-8 highly skilled Service Technicians. They also contribute to the execution of initiatives that enhance the profitability of the Service Business Unit at the Ottawa branch as well as the quality of service that is being provided to our customers. They execute against work plans and support Service Technicians to ensure customer needs are met, work is delegated properly, and Service Technicians work safely.

To accomplish this they:

  • Facilitate the delivery of high-quality service to our customers in a high-volume, short-cycle environment, maintaining a sense of urgency in support of customers, and ensuring day-to-day workload is executed effectively
  • Lead and recruit a team of highly skilled Service Technicians - ensuring their training and development, fostering a safety-first culture, and promoting a model of continuous improvement and regular feedback
  • Ensure profitable growth of our after-market service offerings.
  • Resolve complex technical issues for customers.
  • Engage with customers regularly to understand the evolving needs of the market, and contribute to the development of our products and service offerings
  • Develop field procedures and project planning standardization to improve service quality and efficiency
  • Measure progress against customer service and operational improvement initiatives
  • Prepare Sales, Project Quoting and Estimating proposals
  • Reduce operating costs and improve effectiveness, safety, and sales
  • Other duties as assigned by the Regional Manager.

Qualifications and Experience:

 

To be successful in this position, it is desired that you have some (or all) of the following:

Here’s what we need:

 

  • 5+ 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 estimates and proposals for customers
  • Intermediate level ability with Microsoft Office (Word, Excel, Outlook)
  • Valid driver’s license and eligible to work in Canada

 

And here’s what would be an asset:

  • Experience in the boiler industry, servicing commercial industrial boilers
  • Working knowledge of our boilers and related equipment
  • Experience with Lean and Continuous Improvement tools and techniques
  • Post-secondary diploma in a related field and/or some business training/education

Company Overview:

Our company is a leading manufacturer of coiled tube steam, hot water and thermal fluid boilers and related equipment. The product portfolio is primarily used for industrial, commercial and institutional applications across North America. The Company also provides best-in-class parts and 24/7 service support delivered via factory-trained technicians and manages a fleet of unique rental equipment to serve temporary or emergency needs. With its comprehensive product and service offering, Our company 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 Cincinnati, OH, Jacksonville, FL, and Ottawa, ON.

Hiring Accessibility:

 

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

Apply to this Job