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About the Role

Join Reliance as an Operations Manager, HVAC Service, and become an important team member provided with the tools needed to succeed. We have ambitious growth plans and are looking for Team Members who want to grow with us, offering limitless opportunities for growth and rewarding success.

Responsibilities

• Collaborate with local Manager(s) to plan, budget, and deliver on P & L targets.
• Ensure staffing plans are forecast, updated, and delivered to maximize customer service and meet service commitments.
• Measure, monitor, and drive achievement of all Operational metrics, providing appropriate reporting and analysis.
• Lead and support the development of a Growth through Install mentality that drives customer satisfaction and future business growth.
• Coach and manage a team of Technical professionals to maximize their performance, engagement, and achievement of objectives.
• Identify opportunities for establishing relationships with Independent HVAC Installation Contractors.
• Drive excellence through 3rd party partners by finding, selecting, and negotiating agreements with partners committed to Reliance’s strategy and goals.
• Manage 3rd party partner relationships to ensure they deliver on all key metrics and standards.
• Perform regular reviews of cost, quality, safety, and productivity metrics, setting plans and executing them effectively to drive optimal performance of Operations team and 3rd party partners through goal setting, observation, coaching, and reviews.
• Partner and collaborate with other stakeholders (Quality, Project Management, Training, HR, Regulatory) to continually improve team performance.
• Drive ‘destination of choice’ for team members, customers, and 3rd party partners by setting a standard of service excellence and engaging team members/3rd party partners to support this standard.
• Deliver prompt and efficient resolution to customer inquiries/complaints.
• Ensure exceeding install gross margin.

Requirements

• 3-5 years of progressive experience overseeing a field operations team required.
• Knowledge and technical experience within the HVAC and/or water heater industry is required.
• Demonstrated results in driving process control, productivity/quality improvement.
• Excellent communication (written, verbal and presentation), interpersonal skills along with innovative thinking and problem solving skills.
• Highly motivated to succeed with the ability to build team spirit, motivate team members and encourage collaboration.
• Professional negotiation skills with the ability to influence and drive change.
• Strong initiative to drive results with speed of implementation.
• Strong ability to develop effective relationships with team, internal and external stakeholders.
• Ability to challenge the status quo and help drive change.

Skills

• HVAC industry knowledge
• Water heater industry knowledge
• Process control
• Productivity improvement
• Quality improvement
• Communication skills
• Interpersonal skills
• Innovative thinking
• Problem-solving skills
• Team building
• Motivation
• Collaboration
• Negotiation skills
• Influencing skills
• Change management
• Relationship development

Location

• Kingston, Ontario

Work Type

• Onsite

Experience Level

• 3-5 years of progressive experience overseeing a field operations team

Benefits

• Tools for the job
• Fully stocked trucks
• Ongoing skills training
• Professional development programs
• Competitive wages
• Opportunity to earn additional commissions and bonuses
• Fully paid tuition
• Apprentice leave top-up for eligible Team Members
• Consistent work with a predictable and stable work schedule
• Award-winning corporate culture
• Perks for high-performing Team Members
• Chance to win and be part of our annual President’s Club trip

About the Company

• Reliance Home Comfort® (Reliance) is a leader in home services and energy-efficient solutions for over 60 years.
• Committed to being the Destination of Choice by delivering exceptional experiences for customers seeking comfort and team members seeking a rewarding, inclusive workplace.
• Has over 2 million customer relationships.
• One of Canada’s largest providers of water heaters, furnaces, heat pumps, air conditioners, water purification, plumbing, protection plans, smart home, electrical, and EV chargers.
• Headquartered in Toronto, Reliance employs a workforce of over 2,700 Team Members across 28 branches in Canada and two locations in the United States.
• Certified as a Great Place to Work in 2024.
• Recognized as one of Canada's Most Admired Corporate Cultures by Waterstone Human Capital, for eight consecutive years since 2016.
• Focused on sustainability, workplace safety, diversity, inclusivity, and prudent governance.

Equal Opportunity

• Reliance Home Comfort is an equal opportunity employer.
• We welcome and encourage applications from candidates of all backgrounds including minorities and those with disabilities.
• Accommodations are available on request for candidates taking part in all aspects of the selection process.