Service Manager

Full-time | In-person | Calgary, AB (5355 8 St NE)

The Gentlemen Pros is hiring a Service Manager to run daily residential service operations, coach a team of technical professionals, and deliver a consistently excellent customer experience. This is a hands-on leadership role for someone who can optimize capacity, reduce gaps, improve on-time performance, and drive strong service standards. To be considered, you must have at least 10 years of experience in plumbing and/or HVAC and proven management or coaching experience.

Pay & Benefits

• Base pay: $80,000 to $120,000 per year (depending on experience)
• Performance bonus: Unlimited monthly performance bonus (based on KPIs)
• Benefits: Available after 3 months

Responsibilities

• Coach and manage a team of technical professionals to maximize performance, engagement, and achievement of objectives
• Oversee daily service operations
• Collaborate with Dispatch and Job Coordination to optimize capacity, reduce gaps, and improve on-time performance and customer experience
• Develop and reinforce a Growth Through Service mentality that drives customer satisfaction and long-term business growth
• Handle customer escalations and ensure issues are resolved quickly and professionally
• Drive performance against key service metrics (revenue, productivity, quality, callbacks, customer satisfaction)
• Conduct ride-alongs, coaching sessions, and performance reviews
• Improve workflows, systems, and accountability to strengthen consistency and results
• Maintain high standards for professionalism, communication, cleanliness, and safety
• Reinforce proven processes that support a “growth through service” culture

Must-Have Qualifications

• 10+ years of plumbing and/or HVAC experience (required)
• Proven management and coaching experience (required)
• Demonstrated ability to manage, coach, and hold technical teams accountable
• Ability to drive performance using KPIs
• Strong communication, organization, and real-time problem-solving skills
• Comfortable using CRM, scheduling, and field service management software (Service Titan)

Nice-to-Have Qualifications

• Red Seal Journeyman Plumber
• Experience in a high-volume residential service environment
• Experience leading teams through growth or operational change
• Experience implementing or improving service workflows and systems

Schedule : Monday to Friday: 6:30 AM – 3:00 PM

On-call : Yes

Work Location: In person — 5355 8 St NE, Calgary, AB

Use of AI Technology

We use technology, including automated and AI-assisted tools, to support certain parts of our recruitment process at The Gentlemen Pros. These tools help improve efficiency and enhance the candidate experience. AI tools are not used to make final hiring decisions—our hiring team makes all selection decisions.

A Note on the Application & Hiring Process

This posting is for an active vacancy at The Gentlemen Pros. We are currently seeking a qualified candidate to fill this role and will review applications on a rolling basis until the position is filled.