Service & Operations Manager

About Us:

Trusted Professionals for Over 100 Years!

Birnie Plumbing & Drains, a family-owned business since the 1920s, brings four generations of plumbing expertise to every job. Founded on principles of quality and customer care, we're known for top-notch service, lasting solutions, and a commitment to excellence. We specialize in residential plumbing and drain services. Our team is dedicated to enhancing the lives of the people we meet daily, and we have been for generations! Check us out by visiting our website: www.birnie.pro

The Opportunity:

We are looking for an experienced leader to join our team. In this position you will manage the day to day operations of a residential plumbing service company.

Key tasks include:

1. Hire and train team members, ensuring that staffing levels and schedules are appropriate to meet demand.
2. Work with upper management to build yearly business plans for operational departments.
3. Monitor employee performance to ensure daily, weekly, and monthly goals are met.
4. Inspire and coach field team members to reach performance standards and hit their goals.
5. Coach and train our field team on our customer service and sales process to improve customer engagement, closing rates, and increase revenue.
6. Promote team engagement and show recognition by developing monthly contests and incentive programs.
7. Plan and host weekly field team department meetings.
8. Hold weekly/biweekly one on one meetings with direct reports.
9. Go on weekly ride-alongs with technicians to coach performance and build positive relationships.
10. Attend field sites each week to stay connected with team members, assisting onsite as needed.
11. Implement, enhance, and develop company processes to ensure operational alignment.
12. Maintain proper pricing for all departments and update regularly.
13. Plan for operational needs such as staffing, vehicles & equipment, services.
14. Track customer satisfaction and manage any customer concerns in a quick and effective manner.
15. Build and maintain relationships with vendors, municipality representatives etc.

Job Type: Full Time

Salary: $100,000 - $130,000 per year

Benefits & Perks:

1. Health & dental benefits - for you and your family.
2. RRSP plan with company match.
3. Competitive wages.
4. Company supplied vehicle with take home ability.
5. New technology.
6. Culture building events.
7. Access to training and resources to help you grow personally & professionally.
8. Access to a Business coach.

Competencies for Success:

1. Ability to influence and drive team performance to achieve business goals and objectives.
2. Proactively identifies business challenges and opportunities, implementing practical and effective solutions.
3. Possess the ability to inspire both personal and professional growth in our team members.
4. Responds thoughtfully to stress, feedback, and changing situations with a calm and positive attitude.
5. Ability to build and maintain positive relationships with team members and customers.
6. Highly organized with exceptional follow-through abilities.
7. Demonstrates the ability to make sound decisions by applying experience, knowledge, and intuition.
8. Excellent verbal and written communication skills.
9. Excels in a fast-paced, goal driven environment.

Desired Qualifications and Experience:

1. Minimum 5 years experience in a leadership role. Prior experience overseeing a field operations team is considered an asset.
2. Previous experience in a home services industry is highly desirable.
3. Knowledge of plumbing or possession of a red seal trade license is considered an asset.
4. Technologically proficient - Google Workspace, Microsoft, ServiceTitan.
5. Certifications in leadership programs such as Maxwell Leadership, Nexstar Service/Ops Management, considered an asset.
6. Must possess a valid driver’s license with a clean driver’s abstract.

Equal Opportunity Employer