Testing, adjusting and balancing (tab) technician for heating, ventilating and air conditioning (hvac)

*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-