General Manager

The General Manager is responsible for overseeing all operational, financial, and administrative functions of the service division, ensuring efficiency, customer service, profitability, and team growth.

Requirements

• Oversee day-to-day operations including scheduling, dispatching, inventory management, and job workflow.
• Ensure all plumbing jobs are completed to company quality standards and meet local code requirements.
• Monitor and improve operational processes for efficiency and customer satisfaction.
• Oversee safety protocols and ensure compliance with OSHA and industry standards.
• Recruit, hire, onboard, and train plumbing technicians and office support staff.
• Conduct regular performance evaluations and coaching sessions.
• Foster a positive, accountable, and high-performance company culture.
• Coordinate continuing education, licensing, and certifications for technicians.
• Uphold company service standards and monitor customer satisfaction.
• Resolve escalated customer concerns or service issues.
• Implement systems that enhance the customer experience, from intake to job completion.
• Develop and manage annual budgets, forecasts, and financial goals.
• Track KPIs including revenue, job profitability, conversion rates, and technician performance.
• Control costs related to labor, materials, fleet maintenance, and overhead.
• Approve invoices, review job costing, and ensure accurate financial reporting.
• Collaborate with marketing to implement promotions, digital advertising, and customer acquisition strategies.
• Monitor online presence and reputation management (reviews, ratings, and brand image).
• Identify opportunities for new service offerings, partnerships, or market expansion.
• Oversee and ensure vehicle maintenance schedules are followed.
• Ensure vehicle safety is top of mind and processes are followed.
• Ensure inventory accuracy and reduce unnecessary material waste.