Operations Manager

Company Overview

RackAir specializes in providing reliable and low-disruption mechanical services to commercial and multi-residential buildings throughout Ontario. The company emphasizes adherence to specifications, prompt response, and clear communication to sustain building performance while minimizing operational challenges for clients. Through proactive maintenance programs, thorough documentation, and TSSA-compliant service records, they offer property and facility managers a single accountable resource. RackAir leverages extensive field experience and advanced technical skills to enhance system performance, boost energy efficiency, and optimize equipment lifespan. Driven by a commitment to technical excellence and accountability, RackAir aims to set a higher benchmark for mechanical services in Ontario's built environment.

Position Summary

This full-time role based in Toronto, Ontario entails establishing and leading RackAir's commercial service division within the Greater Toronto Area. As a foundational appointment, the Operations Manager will define departmental technical standards, build the technician team, implement scheduling and dispatch protocols, and manage profit margins from the outset. The position holds total operational and commercial responsibility for service delivery and reports directly to the CEO.

Key Responsibilities

• Define, implement, and uphold technical standards for all service, diagnostics, and commissioning tasks, overseeing scope adherence, documentation completeness, first-time fix rates, and callback minimization.
• Recruit, onboard, develop, and retain skilled field technicians; provide direct supervision, manage performance, and deliver technical training, including apprentice advancement and journeyperson retention.
• Manage service revenue streams, monitor gross margins by work type, labor utilization, work in progress, aging unbilled accounts, vehicle costs, and inventory expenses; operate according to authorized monthly plans while reporting variances with detailed explanations.
• Oversee execution of RackAir Complete™ preventive maintenance agreements, ensuring accurate asset registries, adherence to schedules, identification and reporting of deficiencies, and contract renewal management.
• Serve as the primary operational liaison for property and facility management clients, coordinating communication between office, field teams, and clients to ensure timely updates and escalation of service issues.
• Ensure compliance with TSSA contractor license requirements, including refrigerant handling and reporting, working-at-heights and confined spaces safety measures, and adherence to field health and safety programs.
• Implement and maintain service management systems, scheduling workflows, supplier and subcontractor arrangements, and continuous process improvements to support operational scalability.

Qualifications

• At least ten years of progressive experience in commercial HVAC/R or mechanical service, including significant hands-on field work before moving into management roles.
• Proven financial management experience including profit and loss responsibility, with the ability to analyze operational data, track KPIs, and manage to approved plans.
• Demonstrated success in leading and developing technician teams through recruitment, coaching, and performance management.
• Deep technical expertise in refrigeration and mechanical systems such as rack systems, chillers, process cooling, rooftop, and packaged equipment.
• Skilled in operations management including scheduling, resource allocation, and workflow optimization in service environments.
• Effective client relationship management skills with a focus on structured reporting, documentation, and problem resolution.
• Certifications such as 313A Refrigeration and Air Conditioning Systems Mechanic, G1 or G2 Gas Technician, Refrigeration Service Engineer (RSE), or Building Environmental Systems certification (or equivalent credentials).
• Preferred experience includes leading in unionized settings, familiarity with service management software (e.g., BuildOps), post-secondary education in business, operations, engineering, or facilities management (or equivalent trade experience), and prior exposure to commercial property services, mechanical contracting, or building automation.

Candidate Profile

Ideal candidates will have a strong track record as entrepreneurial operators who have managed branches, departments, or standalone mechanical contracting businesses. The role requires building processes, teams, and client relationships from the ground up within the first 18 months, so candidates preferring established frameworks may not succeed.

Compensation and Benefits

The compensation package ranges between $120,000 and $160,000 annually, includes performance-based bonuses linked to service department margins and contract growth, a company vehicle, and comprehensive benefits. Salary is negotiable for candidates demonstrating significant operational expertise.