Position Title: Service Manager

Reports to: Director of Operations and Strategy

Status: Full-time

Department: Service Department

Position Overview:

The Service Manager is responsible for leading the Service Department and ensuring service is executed safely, efficiently, and consistently.

This role is accountable for the leadership, development, and performance of the Service Team while maintaining service standards, route efficiency, inventory accountability, and fleet readiness. The Service Manager is responsible for ensuring the Service Team consistently demonstrates City Clean's values through responsive communication, reliable execution, continuous improvement, and seamless service.

Working collaboratively across departments, this role drives accountability, service efficiency, cost control, and continuous improvement to support customer retention and the consistent delivery of City Clean's service standards.

Responsibilities:

Team Leadership Development:

- Lead the onboarding, training, coaching, and development of Route Service Representatives (RSRs) and Team Leads.
- Establish clear performance expectations and accountability standards for the Service Team.
- Conduct regular performance assessments, ride-alongs, and field observations to reinforce.service standards, provide coaching, and drive accountability.
- Foster a culture of accountability, teamwork, safety, responsiveness, and customer focus.
- Responsible for administering disciplinary processes within the Service Department, including investigation, documentation, corrective action, and employee follow-up.
- Provide hands-on support to the Service Team where necessary, including physical service activities (lifting) , fleet-related needs, and maintaining mat quality standards.

Customer Relationship & Retention:

- Ensure service standards are consistently achieved, and customer expectations are met.
- Proactively resolve customer concerns through customer visits, phone calls, written communication, and follow-up.
- Collaborate with Sales, Administration, Production, and other departments to ensure seamless service delivery.
- Own route-level account growth by identifying upselling and expansion opportunities, directing execution through RSRs and Team Leads, and strengthening customer relationships that support retention, agreement extensions, and long-term partnerships.
- Identify customer concerns, service trends, and opportunities for improvement, communicating findings and recommendations to management as appropriate.
- Own customer retention and agreement extension efforts at the route level by building strong customer relationships, resolving operational concerns, securing signed agreement extensions,



and escalating at-risk strategic accounts to the Customer Experience Manager as needed.

Service Execution & Route Compliance:

- Manage route structure to optimize efficiency, safety, service quality, resource utilization, and route profitability while maintaining customer service standards.
- Ensure consistent, accurate, and timely service delivery by fulfilling customer requests, service commitments, and route requirements.
- Conduct route audits and service reviews to identify improvement opportunities, reinforce service standards, and support coaching and development of Route Service Representatives and Team Leads.
- Oversee customer installations and service implementation activities to ensure a seamless customer experience and successful delivery of service commitments.
- Monitor and support product recovery, seasonal changeover activities, and asset accountability to reduce inventory loss and maintain accurate customer inventory levels.
- Ensure compliance with regulatory requirements, including CVOR and MTO requirements.

Performance Monitoring:

- Track service team performance against established key performance indicators (KPIs).
- Lead ongoing team meetings to reinforce expectations, provide training, review performance and foster safety, accountability, teamwork, and continuous improvement.
- Monitor service department performance and implement corrective actions where necessary.
- Establish and maintain processes that support effective communication, team accountability, and service continuity across the Service Team.
- Ensure adherence to company policies, procedures, and operational standards.
- Support incident investigations, corrective action planning, and initiatives that strengthen workplace safety performance.
- Maintain operational standards and accountability for compliance with company safety requirements and regulatory obligations.

Fleet & Equipment Management:

- Oversee vehicle inspections, preventative maintenance, repairs, and fleet replacement needs to ensure vehicle readiness, minimize downtime, and control costs.
- Maintain complete, audit-ready fleet compliance records, including daily inspection reports, hours-of-service records, annual safety inspection certificates and maintenance records.
- Promote safe driving practices, vehicle accountability, and compliance with company driving standards and seasonal operating requirements.





Department Performance & Financial Accountability

- Operate within the approved budget and support cost control initiatives to achieve departmental financial objectives.
- Accountable for Service Department performance, operational results, and achievement of established KPIs and objectives.
- Assess staffing requirements, route capacity, and service improvement opportunities to support departmental performance and growth.
- Support the implementation of company initiatives and lead assigned departmental projects to improve service delivery, efficiency, and performance

Skills required:

- Excellent interpersonal and communication skills (written and verbal)
- Strong organizational and problem-solving abilities with the ability to prioritize competing demands.
- Results-oriented leader committed to customer satisfaction and service excellence.
- Proven experience managing frontline service teams, coordinating service delivery, and resolving customer concerns.
- Strong sense of urgency when responding to customer requests and operational issues.
- Excellent knowledge of the GTA and surrounding areas.
- Computer proficiency in Microsoft Office Suite, business software systems and performance reporting tools.
- Ability to coach, motivate, and hold team members accountable
- Working knowledge of Ontario commercial vehicle regulations, including CVOR, hours of service, daily vehicle inspections, annual safety inspections and related record keeping.
- Solid understanding of the Ontario Health & Safety Act (OHSA)

Qualifications:

- Post-secondary education in Business, Operations, Logistics, Supply Chain, Leadership, or a related field preferred.
- Minimum 7 years of relevant experience in route-based service, logistics, transportation, or a related field, including demonstrated experience managing frontline teams.
- Valid G licence in good standing (current and clean driver's abstract).
- Must be insurable under City Clean's auto insurance policy.
- Experience managing a commercial fleet (G license) under an Ontario CVOR is preferred.
- Physically capable of repeatedly lifting between 10 and 80 pounds and working in all weather conditions.

Pay: $70,000.00-$75,000.00 per year

Benefits

- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off

Education:
- Bachelor's Degree (preferred)

Experience:
- Service Manager: 7 years (required)
- managing a commercial fleet under an Ontario CVOR: 3 years (preferred)
- successfully managing teams: 7 years (required)
- successful understanding and achievement of meeting KPIs: 7 years (required)

Licence/Certification:
- G license in valuable standing (required)

Work Location: In person

📌 Service Manager (Mississauga)
🏢 City Clean
📍 Mississauga