Plumbing Service Manager

P3 Services•North Richland Hills, TX

2d•$90,000 - $115,000•Onsite

About The Position

Schrader Plumbing is seeking an experienced Plumbing Service Manager to lead, coach, train, and develop their Service Technicians. This role is crucial for driving team performance, ensuring exceptional customer service, enhancing operational efficiency, and achieving the service department's revenue and profitability targets. The mission at Schrader Plumbing is to build lasting customer relationships through first-class solutions, value, and professionalism.

Requirements

Minimum 2-3 years of leadership experience.
Minimum 5 years of Residential & Commercial Plumbing experience.
Licensed Journeyman with strong service plumbing knowledge and technical skills.
Experienced in coaching, training, and developing service technicians.
Strong understanding of KPIs, revenue goals, labor efficiency, and service department performance.
Excellent verbal and written communication skills.
Strong leadership, organization, and problem-solving abilities.
Customer-focused with the ability to resolve concerns professionally.
Comfortable working independently and making decisions in a fast-paced environment.
Sales and financial acumen.
Ability to build trust, motivate employees, and hold team members accountable.

Nice To Haves

Experience with ServiceTitan or a similar CRM/service management system.
Experience with customer financing programs.

Responsibilities

Lead, coach, train, and develop Plumbing Service Technicians.
Conduct weekly training sessions covering technical, communication, customer service, and sales skills.
Hold weekly 1:1 meetings with technicians to review KPIs, goals, and performance.
Monitor key performance indicators including revenue, conversion rates, average tickets, memberships, lead turnover, productivity, and gross margins.
Conduct technician ride-alongs and provide hands-on coaching and field support.
Review service calls, job photos, invoices, and completed work to ensure quality and compliance with local plumbing codes.
Coach technicians on presenting repair and replacement options to customers.
Assist technicians in the field with troubleshooting and closing jobs as needed.
Monitor daily workload, backlog, cancellations, and technician availability to maximize productivity.
Manage technician PTO requests and on-call rotations.
Ensure customer concerns are addressed promptly and professionally.
Support technician recruiting, onboarding, training, and retention efforts.
Ensure company vehicles are properly maintained, clean, organized, and ready for service.
Assist with price book updates and department-level process improvements.
Maintain accurate documentation and ensure technicians complete required paperwork on time.
Create a positive, accountable work environment where employees can succeed and customers receive exceptional service.