Role Overview

Falcon Refrigeration is locally owned and operated out of West Kelowna, serving commercial and industrial Refrigeration and HVAC customers throughout the Okanagan Valley. With our strong reputation built on quality of service and customer satisfaction, we know that our success starts with our people.

We’re looking for an experienced Service Manager to take ownership of our service operations and help lead a growing team of skilled technicians.

This is a hands-on leadership role with real impact. You’ll be at the centre of the service department, supporting technicians in the field, working with dispatch, helping customers, reviewing estimates, solving complex problems, and finding ways to make the operation run better.

You’ll have the opportunity to shape how the service team operates, develop and support technicians, improve processes, and help drive a high standard of technical service and customer experience. No two days will be the same, and you’ll need to be comfortable moving between strategic thinking and jumping in to solve problems when they arise.

We’re looking for someone who brings strong technical experience, leadership, and a practical, solutions-focused mindset. If you enjoy being the person people turn to when something needs to be figured out, take pride in developing others, and want to have a meaningful impact on the success of a service operation, this could be a great opportunity.

In This Role You Will

Service Operations & Team Leadership

· Oversee day-to-day service operations, ensuring work is completed efficiently and to a high standard.

· Lead, coach, and support a team of technicians, providing technical guidance, feedback, and ongoing development.

· Coordinate technician activities from service call initiation through completion.

· Work closely with dispatch to prioritize work and assign the right technician based on skills, experience, urgency, and customer needs.

· Monitor the dispatch board and field activity to identify issues early and keep work moving.

· Support technicians with complex troubleshooting, repairs, customer concerns, and technical questions.

· Serve as an escalation point for complex service issues, warranty concerns, and customer complaints.

· Support employee training and development and help identify opportunities to build technical capability across the team.

Estimating & Technical Support

· Approve day-to-day estimates and recommended repair (RR) quotes.

· Review RR’s quotes for accuracy, scope, pricing, and technical suitability before they are presented to customers.

· Assess service requirements and determine appropriate repair or replacement solutions.

· Source and order parts and materials required to complete service work.

· Provide technical input on complex quotes, repairs, and service requirements.

Performance & Continuous Improvement

· Monitor team performance and identify opportunities to improve productivity, profitability, safety, and customer satisfaction.

· Drive continuous improvement in service quality, response times, turnaround times, and customer experience.

· Identify operational challenges and develop practical solutions.





· Ensure service activities are completed in accordance with applicable codes, safety requirements, company procedures, and industry standards.

· Look for opportunities to improve processes, communication, and coordination across the service team.

Dispatch & Service Coordination

· Partner closely with the dispatcher to manage daily priorities and scheduling.

· Help ensure technicians are appropriately assigned based on their skills, experience, and the requirements of the job.

· Provide technical support to dispatch when determining the appropriate technician or response.

· Step in to support dispatch when required, particularly during periods of high volume or changing priorities.

Materials & Procurement

· Requisition, source, and order parts, materials, supplies, and third-party services required for field work.

· Work with suppliers to identify availability, pricing, and lead times.

· Help ensure technicians have the materials and information required to complete their work efficiently.

Billing & Documentation

· Review service calls and assess chargeability to ensure work is billed accurately.

· Review and resolve invoicing questions, warranty issues, and other service-related billing matters.

· Ensure service documentation is accurate, complete, and maintained appropriately.

· Support accurate records for customer, operational, compliance, and billing purposes.

Customer & Employee Support

· Build strong relationships with customers and serve as an escalation point when service issues require additional support.

· Work directly with technicians to understand and resolve field challenges.

· Address employee concerns and provide day-to-day support and guidance.

· Review and approve time-off requests and coordinate with the team to maintain appropriate service coverage.

· Provide general operational oversight and support across the service department.

Site & Field Support

· Visit customer sites when required to troubleshoot issues, support technicians, or address customer concerns.

· Provide hands-on technical support when necessary.

· Support shop operations and other operational requirements as needed.

To Succeed

Must-Haves

· 3-5 years of experience in HVAC/refrigeration or a related mechanical service environment.

· Strong technical knowledge and the ability to troubleshoot complex service issues.

· Previous experience leading, supervising, or mentoring technicians or field staff.

· Strong understanding of service operations, dispatch, estimating, and repair/replacement processes.

· Strong organizational and prioritization skills.

· Excellent communication skills, with the ability to communicate effectively with technicians, customers, suppliers, and leadership.





· Strong problem-solving skills and the ability to make sound decisions in a fast-paced setting.

· Comfortable working independently and taking ownership of issues from start to finish.

· Strong customer service mindset.

· Ability to manage multiple priorities and changing demands throughout the day.

Nice-to-Haves

· Journeyperson certification in HVAC/R or a related trade.

· Gas certification.

· Experience with commercial HVAC/refrigeration service.

· Experience with service management or a similar leadership role.

· Experience with estimating, quoting, or repair/replacement sales.

· Experience with dispatch or service management software.

· Experience managing technicians across multiple sites or customer locations.

· Strong understanding of applicable codes, safety requirements, and industry standards.

Attributes

· Technical & Hands-On – You have the technical knowledge to understand the work, support technicians, and make informed decisions.

· Leader & Coach – You know how to lead people, provide direction, develop talent, and hold the team accountable.

· Problem Solver – You’re resourceful, think on your feet, and focus on finding practical solutions.

· Organized & Responsive – You can manage competing priorities and keep things moving in a fast-paced service environment.

· Accountable – You take ownership, follow through, and don't let issues fall through the cracks.

· Customer-Focused – You understand the importance of communication, responsiveness, and building trust with customers.

· Collaborative – You work well with technicians, dispatch, office staff, suppliers, and leadership.

· Continuous Improvement Mindset – You look for better ways to work and aren't afraid to challenge processes that aren't working.

· Calm Under Pressure – You can manage urgent situations, competing demands, and difficult conversations without losing focus.

· Strong Communicator – You communicate clearly, professionally, and respectfully with people at all levels.

What We Offer

· Competitive Compensation!!! $105,000 to $120,000 per annum and are determined based on level and experience

· Stay Healthy & Happy – Comprehensive health and dental benefits plan (Health, Dental, Vision, Life Insurance, Disability) because you deserve it.

· RRSP Contribution Matching – Take advantage of our RRSP matching to help secure your future.

· Time to Recharge - 3 weeks of paid vacation

Let’s Connect

We invite you to check out our website at www.falconrefrigeration.ca

Please submit your application through Indeed and we will reach out for the next steps or to answer any questions you may have.

Unsure if it’s the right time to make a move? Let’s connect! We’d be happy to share what we offer and what we are all about, so you feel comfortable in your plans.

Pay: $105,000.00-$120,000.00 per year

Benefits

- Dental care
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Vision care

Experience:
- HVAC/Refrigeration or Mechanical Service : 3 years (preferred)
- leading, supervising or mentoring technicians or field staff: 3 years (preferred)

Work Location: In person

📌 Service Manager HVAC/R (West Kelowna)
🏢 Falcon Refrigeration
📍 West Kelowna