Plumbing Service Manager

Role Overview
The Service Manager leads a team of technicians to ensure excellence in service delivery, customer satisfaction, and financial performance. This role oversees job completion, compliance with standards, and promotes a culture of quality and professionalism.

Key Responsibilities

Leadership & Development

• Train and coach technicians to optimize performance.
• Conduct weekly one-on-ones, 30-60-90 day, and annual performance reviews.
• Perform 4-5 ride-alongs weekly with curbside feedback.
• Manage call-by-call performance and provide ongoing training.

Operational Oversight

• Review daily job invoices in Service Titan for accuracy and coach for improvement.
• Schedule technicians to meet customer demand efficiently.
• Perform weekly truck inspections for cleanliness, stocking, and inventory.
• Collaborate with dispatch to assign jobs effectively.

Customer Focus

• Resolve customer complaints to ensure satisfaction.
• Follow up with dissatisfied customers to address concerns.
• Promote club memberships consistently.

Sales & Performance Metrics

• Integrate sales strategies to exceed revenue goals.
• Monitor and enforce accountability for call counts, revenue, and margins.
• Conduct on-site job inspections for quality assurance.

Collaboration & Communication

• Partner with managers, customer service, and dispatch to ensure seamless operations.
• Participate in huddles and leadership meetings to address metrics and goals.

Safety & Compliance

• Investigate safety issues and ensure adherence to codes and company standards.

Field Support

• Provide technical assistance for complex jobs and emergencies.
• Maintain professionalism, including wearing the approved uniform.

Position Requirements

• Proven leadership with 5+ years in residential service (plumbing, HVAC, etc.).
• Strong technical skills and familiarity with local codes.
• Proficiency in Service Titan and excellent communication skills.
• Valid driver’s license and ability to meet physical demands (lifting, heights).

Position Standards

• Attend training to enhance skills.
• Maintain confidentiality on performance matters.
• Be available for team support, including after hours.

Accountability
By accepting this role, the Service Manager commits to upholding the company’s mission and quality standards, driving team and organizational success.