Service Manager

Modern Niagara helps building owners, managers, and general contractors meet the mechanical, electrical, integrated building technology, and building services needs of their buildings across Vancouver, Calgary, Edmonton, Toronto, Southwestern Ontario, and Ottawa. We also develop custom, turnkey solutions to help reach the desired outcomes. We are committed to having a positive and meaningful impact on Canada's infrastructure and on the communities where we live, learn, work, and heal.

WE BUILD FOR LIFE.

We value passion, initiative, determination, professionalism, and teamwork and we are committed to ensuring that our teams have everything they need to succeed. Health and safety are embedded in everything we do and, as a result, our award-winning safety culture has a record that's well above industry standards.

At Modern Niagara, you will work alongside values-driven, safety-conscious, and high-impact teams in a fast-paced, innovative, and collaborative environment. Here, your knowledge, skills, and excellent service will help ensure that the buildings that make up Canada's infrastructure fulfill the needs they were set out to meet.

Modern Niagara is one of Canada's Best Managed Companies and is a recipient of SMACNA's Safety Excellence Award Program (SSEAP) - Canada and the Canadian Occupational Safety (COS) Magazine's Gold Winner for Canada's Safest Employers Award in the Building and Construction category and Excellence Winner for Canada's Best Health + Safety Culture Award as well as Canada's Best Health + Safety Leader Award.

We are seeking a Service Manager to join the team in Edmonton, out of our West Edmonton office.

The mission of a Service Manager is to establish and manage Modern Niagara's service business delivering exceptional customer service. Keys to success in this role will be management of the technicians schedule, working closely with the Account Management and business development teams and ensuring client retention/satisfaction. In this role you will participate in Senior Leadership Meetings where your input to the entire business is a necessity. Service Managers are viewed as the Service leads, have a direct line of communication with building owners, and promote all faculties of Modern Niagara with a focus on service to clients for the complete building life cycle.

Duties and Responsibilities

• Responsible for the Time and Material, Service Project and Maintenance Profit and Loss statement for Building Services in Edmonton, reporting to the Vice President of Western Canada
• Participate in the Senior Leadership Team meetings
• Client retention and satisfaction of over 95%
• Work closely with the Account Management team
• Manage and coordinate all Maintenance, Service project and Time and Material work
• Assist in growing the Maintenance base
• Maintaining safety standards in all aspects of the Services Business
• Preparation and monthly update of the work in progress (WIP) sheets (Time and Material and Service Projects)
• Manage customer complaints and exceed their expectations
• Retention of technicians to the highest standards (99%)
• Work closely with the billing and dispatch teams
• Scheduling technicians
• Hiring of technical and support staff
• Assist to create a culture where the behaviours of the core values are communicated and expected from all employees, and core values are displayed in all interactions both internally and externally.
• Drives a culture where safety is paramount, where the responsibility is shared by all staff; works to maintain or exceed the previous year's TRIF rating.
• Ensures that Service work is of the highest quality and industry/Modern Niagara standards are maintained. Decisions are guided by policies, procedures, and the business plan.
• Provides guidance to subordinates within the latitude of established company policies; has a full understanding of industry practices and policies to achieve Service commitments within the financial targets.
• Monitors the progress of the Services Team and makes adjustments as necessary to ensure successful completion of the project, Time and Material and maintenance work; has responsibility for results, including: costs, methods and staffing.
• Represents the organization as the principal customer contact and generally performs in a program/service leadership role. Attends client and construction meetings as required to disseminate the information to work force.
• In collaboration with the regional construction team, work towards developing a true "One Modern" model.
• Assists to create a culture of learning, development, and continual improvement of staff.
• Coaches reports to develop and maintain "A" players.
• Ensures that all staff have PDP's in place; discusses and works to execute career development plans for their team members.
• Participate in Senior Leadership Team meetings and planning meetings with senior management for long term growth and vision development

Job Requirements

• Minimum 5 years experience working in a Service Management environment is required.
• Trade experience in HVAC, Plumbing, and Electrical an asset
• Computer literate in Microsoft Office (Excel, Word, Outlook, PowerPoint) and computerized scheduling packages.
• Management experience in the areas of hiring, firing and performance appraisals.
• Advanced knowledge of Service and Construction management processes means and methods.
• Knowledge of Service costs and budgets with the ability to build budgets for service projects.
• Understanding of and high degree of skill in all facets of the Service execution process.
• Expert knowledge of building products, construction details and relevant rules, regulations and quality standards.
• A track record of building successful teams, effectively motivating people and maintaining effective relationships with clients, subtrades and staff.
• Excellent leadership skills and ability to effectively lead a team.
• Ability to prioritize and delegate duties as necessary.
• Competent in conflict and crisis management.
• Ability to give clear direction and work instructions, explain complex information to Service technicians and clients, and discuss technical details with other building specialists and professionals.
• Proven confidence and success to address budget matters and communicate both issues and successes with senior management team.
• Embraces the use of Modern's world-class ERP systems and ensure full use of technology to support the field in being efficient in the execution of all work
• Ability to work in a multi-trade environment with a high degree of interaction between management, estimation and field resources
• Proven ability to create and maintain effective relationships with clients, vendors, subcontracts, architects, designers, field superintendents and staff

We thank all applicants for their interest, however, only those selected for an interview will be contacted.

At Modern Niagara, we recognize the value of fostering a diverse, equitable, and inclusive organization and are committed to eliminating barriers faced by members of equity-seeking groups (women, Indigenous, Black, racialized, 2SLGBTQIA+, people with disabilities, and new immigrants) in the construction industry. Our DEI vision is to build an organization where everyone has access to the same opportunities, experience equitable outcomes, and can thrive and reach their full potential.

We value the diversity of the people we hire and serve. Modern Niagara is an equal opportunity employer. If you require accommodation during the recruitment process, please advise us so that suitable accommodations can be made. We can be reached at careers@modernniagara.com.