Service Manager

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure safe transport of food, lifesaving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow on Carrier social media @Carrier.

About the Role

As a Service Manager, you will lead HVAC service operations across Stoney Creek, ON. Your scope includes maintenance, repair, and service contracts for a commercial client base.
You are responsible for the operational, financial, and human performance of your unit, while ensuring an exceptional customer experience and driving sustainable growth of the service portfolio. This position is hybrid (3 days in the office, 2 days remote).

Key Responsibilities

1. Operational Excellence & Dispatch

• Oversee the planning, scheduling, and dispatching of service calls.
• Ensure efficient execution of maintenance, repairs, and commissioning activities.
• Optimize the utilization of resources (technicians, parts, tools).
• Ensure compliance with service level agreements (SLAs), quality standards, and timelines.

2. Financial Performance (P&L)

• Manage a service portfolio with full revenue and profitability accountability.
• Track and drive key performance indicators (KPIs) such as revenue, margins, productivity, and backlog.
• Develop forecasts and performance improvement plans.
• Optimize billing, cost control, and service contracts.

3. Team Leadership

• Recruit, train, and develop a team of technicians and service coordinators.
• Manage both individual and team performance.
• Foster a culture of safety, engagement, and continuous improvement.
• Support talent retention and professional development.

4. Customer Relationships & Growth

• Build and maintain strong relationships with key customers.
• Ensure customer satisfaction, retention, and effective escalation management.
• Identify upselling opportunities (service contracts, system upgrades).
• Collaborate with sales teams to expand market presence.

5. Quality, Safety & Compliance

• Ensure adherence to health, safety, and environmental standards.
• Oversee the quality-of-service delivery and outputs.
• Manage complex technical issues (warranties, critical breakdowns).

6. Performance Management & Continuous Improvement

• Monitor operational KPIs (productivity, repair rates, response times).
• Implement initiatives to improve performance and efficiency.
• Leverage digital tools to optimize dispatch and productivity.
• Actively participate in daily DMB meetings, providing clear updates on KPI performance and leading actions to address gaps.

Basic Qualifications

• High school diploma or GED.
• 5+ years of experience in aftermarket service (maintenance, repair, servicing) in a technical environment (HVAC, industrial mechanics, electromechanics, automation, industrial equipment, vertical transportation such as elevators or escalators, etc.).
• 2+ years technical leadership experience.

Preferred Qualifications (assets)

Additional qualifications considered an asset include:

• College or university degree.
• Experience with P&L responsibilities.
• Knowledge of service contracts (maintenance, labor & material).
• Proficiency with service management tools and ERP systems.
• Strong leadership skills with a results-driven mindset.

Additional information

• Candidates must be authorized to work in Canada without restriction; employment sponsorship is not available.

Pay Range

The expected base salary range for this role is between $89,500.00 CAD - $139,500.00 CAD annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. This compensation includes components such as base salary, vacation pay, public holiday pay, potential estimated overtime pay and paid statutory leaves of absence. Additional benefits may include insured benefits such as health care, vision, dental, disability, as well as possible retirement contributions.

Other Compensation

This role may also provide the opportunity to earn additional incentive compensation in the form of annual bonus, sales bonus, sales commission or local incentive. If the role provides for an opportunity to earn additional incentive compensation, it will be based on measurable performance factors which may include company performance, individual performance or other key performance indicators.

Use of AI

Technology-enabled tools may support parts of the recruitment process, with oversight by people.

Benefits

Employees are eligible for benefits, including:

• Medical, Dental

• Retirement Benefits

• Time off and Leave

• Disability: Short-term and long-term disability

• Life Insurance and Accidental Death and Dismemberment

• Tuition Assistance

Benefits are available to eligible full-time employees and may vary based on provincial or local requirements and other eligibility factors, including date of hire and the terms of any applicable collective bargaining agreement.

Carrier Accommodations Process

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [email protected]. We will make every effort to meet your needs in accordance with applicable laws.

Current Vacancy Identification

This is a current vacancy for which Carrier is currently hiring.

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