Drains Field Manager

Hope Plumbing, Heating & Cooling•Indianapolis, IN

8d•Onsite

About The Position

Hope Plumbing, Heating, and Cooling is seeking a Drains Field Manager to lead and support our drain service technicians in the field. This position is responsible for the day-to-day coordination of the drains department, including dispatching technicians, coaching and developing team members, maintaining equipment and vehicles, leading department meetings, and helping the team achieve its operational and financial goals. The ideal candidate is a strong field leader who understands drain service, can effectively communicate with technicians, holds team members accountable, and enjoys helping others improve their performance. This is a hands-on leadership position that requires someone who can balance customer service, technician support, operational efficiency, and department results.

Requirements

Previous experience in drain cleaning, plumbing, or a related service industry preferred.
Previous leadership, supervisory, or field management experience preferred.
Strong understanding of drain service operations and equipment.
Excellent communication and interpersonal skills.
Ability to coach, motivate, and hold team members accountable.
Strong organizational and problem-solving skills.
Ability to prioritize and manage multiple issues in a fast-paced environment.
Comfortable working with technicians in the field and providing hands-on support.
Strong customer service mindset.
Ability to analyze department performance and identify areas for improvement.
Valid driver's license and acceptable driving record.
Ability to work a flexible schedule when business needs require.
Leads by example.
Communicates clearly and consistently.
Enjoys coaching and developing others.
Takes ownership instead of making excuses.
Can have difficult conversations when necessary.
Is organized and dependable.
Understands that technician success drives department success.
Cares about customers and the quality of work being performed.
Wants to build a strong, high-performing drains team.

Responsibilities

Lead, support, and motivate the drains service team.
Serve as the primary field leadership resource for drain technicians.
Provide daily direction, coaching, and support to technicians.
Ride along with technicians as needed to observe performance and provide hands-on coaching.
Help technicians improve technical skills, customer service, efficiency, and sales performance.
Hold technicians accountable to company policies, procedures, performance standards, and department expectations.
Recognize strong performance and address performance concerns promptly and professionally.
Assist with onboarding and training new drain technicians.
Coordinate and dispatch drain technicians based on customer demand, technician availability, skill level, geography, and department priorities.
Monitor the team's daily schedule and make adjustments as needed.
Help ensure technicians are properly utilized and have productive schedules.
Assist with emergency and high-priority calls.
Communicate with technicians throughout the day regarding job needs, customer concerns, equipment, and scheduling.
Work closely with the office and other managers to ensure smooth communication and service delivery.
Maintain oversight of drain equipment, tools, and department assets.
Ensure technicians have the equipment and materials necessary to perform their jobs effectively.
Conduct regular equipment inspections and address maintenance or replacement needs.
Help maintain proper inventory levels of drain equipment and supplies.
Ensure company equipment is properly cared for, organized, and accounted for.
Coordinate repairs and maintenance when necessary.
Lead regular drains department meetings.
Conduct daily or weekly team huddles as appropriate.
Communicate company updates, goals, expectations, safety information, and operational changes.
Create an environment where technicians feel comfortable bringing forward questions, concerns, and ideas.
Maintain clear communication between field technicians, dispatch, management, and leadership.
Assist leadership in establishing and achieving drains department goals.
Monitor department performance and identify opportunities for improvement.
Help improve technician productivity, efficiency, customer satisfaction, and overall department profitability.
Review department metrics and communicate performance trends to leadership.
Help develop action plans when the department is not meeting expectations.
Encourage a culture of accountability, teamwork, and continuous improvement.
Support technicians with difficult or escalated customer situations.
Help ensure technicians provide professional, courteous, and high-quality service.
Assist in resolving customer concerns when escalation is required.
Promote consistent adherence to company service standards and procedures.
Ensure completed work meets company quality expectations.
Reinforce safe work practices and company safety expectations.
Ensure technicians properly use and maintain safety equipment.
Address unsafe behaviors or conditions promptly.
Support required safety training and documentation.
Ensure department practices align with company policies and applicable regulations.