Service Operations Manager (Confidential)

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Aplin has partnered with a well-established company to recruit a Service Manager - Operations to join their team in Calgary.

This is an excellent opportunity for an experienced service operations professional who enjoys leading teams, improving processes, building strong customer and vendor relationships, and contributing to the overall growth and profitability of a service organization.

Reporting to the VP Production & Service, the Service Manager - Operations will provide day-to-day operational leadership to the Parts Technicians and Service Administrators, while also supporting the Field Service division. The role offers significant interaction with both internal and external customers and is focused on delivering value, operational consistency, and a strong customer experience.

The Opportunity

The Service Manager - Operations will play a key role in ensuring the ongoing sustainability and growth of the service business through strong organization, communication, collaboration, and employee engagement.

Key Outcomes

• Drive EBIT growth across the Field Service and Parts groups
• Grow Parts sales and margins
• Reduce material costs
• Maintain healthy Service gross margins
• Maintain and grow Service contribution margins
• Maintain targeted days to invoice, with accuracy and timeliness
• Improve customer loyalty
• Improve employee engagement and coaching practices

Key Responsibilities

Overall Service Operations

• Work closely with Senior Leadership Team members to deliver exceptional company results, including financial performance
• Participate in the development of budgets and forecasts
• Participate in weekly Service leadership meetings and contribute to strategic initiatives
• Promote and ensure proper work procedures are followed as they relate to Safety, Quality, and Administration

Parts Operations

• Provide direction and leadership to grow over-the-counter Parts sales revenue
• Remove obstacles for the team and continuously identify opportunities to improve efficiency and reduce costs within the Parts department
• Coordinate with vendors and manage key vendor relationships, including major distributorships and parts providers
• Own, audit, and negotiate vendor relationships to ensure timely delivery of parts and competitive pricing
• Stay current on industry trends, new products, technological advancements, and margin expectations
• Maintain adequate inventory levels to support service requirements and ensure parts availability
• Support Projects, Service Leads, and Service Managers by:
  • Attending Project-to-Service kickoff meetings
  • Sourcing and purchasing parts to meet customer and project requirements
  • Identifying opportunities to cross-sell and upsell parts
  • Providing parts margin recommendations on customer quotes
• Conduct monthly coaching conversations and provide timely feedback, recognition, and development opportunities
• Support the performance management process

Administration & Customer Support

• Provide direction and leadership to ensure effective and efficient administrative and organizational support to Service
• Drive timely completion of the invoicing process and SV management within required timelines and accuracy standards
• Continuously identify opportunities to improve administrative efficiency and reduce costs
• Ensure timely completion of the full invoicing process, from technician completion through customer review and approval
• Support Service Leads and Service Managers by:
  • Attending Project-to-Service kickoff meetings
  • Managing and building customer relationships and participating in customer calls
  • Supporting the resolution of customer invoice disputes
  • Supporting AR collections
  • Supporting warranty claims
• Conduct monthly coaching conversations and provide timely feedback, recognition, and development opportunities
• Support the performance management process

What You Bring

Leadership & Organizational Skills

• Strong organizational skills with the ability to adapt to a fast-paced environment
• Ability to resolve conflicts and maintain positive working relationships with internal and external clients
• Proven ability to manage, coach, and mentor employees
• Excellent time management and organizational skills, with the ability to manage multiple priorities and meet deadlines
• Detail-oriented approach with strong prioritization skills

Problem-Solving & Accountability

• Passion for identifying problems, implementing solutions, resolving issues, and overcoming challenges
• Strong independent problem-solving skills combined with a collaborative approach
• Ability to take ownership of assigned responsibilities and work effectively with a supportive team environment
• Demonstrated commitment to continuous improvement

Communication & Collaboration

• Proven ability to work effectively with cross-functional teams, clients, vendors, and professional, office, and trades personnel
• Excellent verbal and written communication skills
• Ability to clearly communicate technical information to non-technical stakeholders
• Strong interpersonal skills with the ability to build positive working relationships

Technical Skills

• Experience working with a ERP system
• Working knowledge of Microsoft Office, including Excel, Word, and Outlook
• Knowledge of and previous experience using SharePoint

Qualifications & Experience

Must-Haves

• 3-5 years of previous experience in a similar role
• Valid Class 5 driver’s licence

Nice-to-Haves

• Experience in the natural gas compression industry would be an asset
• Post-secondary degree preferred, particularly in Business, Sales, Marketing, or Engineering

Why Consider This Opportunity?

This is an opportunity to take on a key operational leadership role within an established organization, with responsibility spanning service operations, parts, administration, customer relationships, team leadership, and business performance.

The successful candidate will be someone who combines strong organizational and leadership capabilities with a hands-on, collaborative approach to service operations and continuous improvement.

The compensation package includes a competitive base salary, bonus, RRSP, Health Spending Account (HSA), and Vacation Leave (VL) and other benefits.

Work Authorization

• Candidates must currently reside in Canada.
• Candidates must be legally authorized to work in Canada without employer sponsorship.
• Candidates must be eligible to work for any employer in Canada.

At Aplin - together with our brands CompuStaff, Impact Recruitment, and Vantix Systems - we connect great people with great organizations across North America. We believe diverse teams build stronger companies, and we welcome applicants from all backgrounds, experiences, and perspectives. We use AI tools to assist in a fair and efficient matching process, helping our recruiters connect the right people with the right opportunities. To be considered, applicants must be legally entitled to work in Canada, including holding any required permits. Our recruitment services are always free for job seekers. Accommodation is available upon request throughout all stages of the recruitment process.

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