We are seeking a Plumbing Service Manager to lead our residential service department, overseeing service operations, team leadership, and customer satisfaction, while supporting revenue growth through service upsells and maintenance agreements.
Requirements
- Lead, mentor, and grow the service department, including hiring, training, scheduling, and performance management for technicians and support staff.
- Drive discipline and execution of internal service systems, including our 12-step process, 10-point inspection, and customer option presentations.
- Oversee daily service operations, ensuring excellence in dispatch coordination, job profitability, quality control, inventory, and tool management.
- Use data and our CRM tools to monitor profitability, technician performance, job flow, and customer retention—adjusting strategies to meet targets.
- Own P&L metrics for the service division, including job volume, average ticket, upsell rate, cost control, and customer satisfaction.
- Partner cross-functionally with Warehouse, Install, Sales, and Operations teams to ensure seamless service delivery and support company growth.
- Develop and implement service growth initiatives, including maintenance agreements, upsells, and new service offerings.
- Conduct ride-alongs and site visits to evaluate technician performance and ensure adherence to company standards, safety, and customer experience.
- Engage directly with customers as needed to resolve complex issues and reinforce the company’s commitment to quality and professionalism.
- Maintain vendor relationships and ensure all service vehicles and tools are properly stocked, maintained, and operational.
- Stay current on industry trends and technologies, implementing best practices to improve efficiency and service innovation.
Benefits
- 100% employer-paid medical and dental insurance
- 401(k) with match
- Life insurance
- Company vehicle
- Fuel card
- Cell phone
- Uniforms
- Modern tools and software
- Paid training
- PTO including statutory holidays
- Relocation assistance
