The Operations Manager plays a critical leadership role in ensuring exceptional service delivery and technician performance across the HVAC operations of the assigned branch. This role is responsible for day-to-day field operations, technician management, scheduling, installation quality, and ensuring high levels of customer satisfaction. The ideal candidate is an operational leader who thrives in a fast-paced environment and excels at driving technician performance, safety, and service excellence.
Key Responsibilities
Operational Excellence
Oversee the daily operations of the HVAC service and installation teams.
Ensure efficient scheduling, routing, and dispatch of technicians to meet customer needs and maximize productivity.
Monitor operational KPIs including job completion rates, call-backs, cycle times, and capacity utilization.
Maintain and optimize inventory, tools, and fleet assets to support field operations.
Ensure compliance with safety, quality, and regulatory standards (including TSSA, ESA, and MOL guidelines).
Support the rollout and adoption of field technology systems to enhance visibility, accuracy, and efficiency.
Technician Leadership & Development
Lead a team of HVAC technicians and installers, including recruitment, onboarding, coaching, and performance management.
Drive field-level accountability through regular ride-alongs, one-on-one meetings, and technician scorecards.
Identify training and upskilling opportunities to enhance technician capabilities and ensure compliance with certifications.
Foster a culture of safety, quality workmanship, and customer-first mindset.
Customer Experience & Quality
Ensure technicians deliver a consistently high standard of customer service
Monitor customer feedback, job outcomes, and service reviews to identify trends and lead improvement initiatives.
Partner with Customer Care and Dispatch to resolve escalations and ensure a seamless customer journey.
Conduct site audits and post-installation inspections to ensure adherence to quality standards.
Financial & Operational Metrics
Assist the General Manager in forecasting labour capacity, project timelines, and resource requirements.
Manage operational costs by optimizing labour, inventory, and fleet utilization.
Track and report on branch-level performance metrics and contribute to budget adherence.
Cross-functional Collaboration
Work closely with Sales, Customer Care, HR, and Finance to support operational priorities and employee success.
Coordinate with vendors and subcontractors to ensure material availability, quality workmanship, and timely project delivery.
Champion process improvements that reduce waste, increase consistency, and support scalable growth.
Qualifications
5+ years of progressive operational or field management experience, ideally in HVAC, construction, or home services.
Proven leadership experience managing large technician teams in a fast-paced, customer-centric environment.
Strong understanding of HVAC systems, service workflows, installation practices, and related safety standards.
Excellent organizational, communication, and problem-solving skills.
Familiarity with scheduling systems, CRM/ERP platforms, and performance dashboards.
Valid driver’s license and ability to travel for jobs in the area.
