Plumbing Service Manager

Go Green Plumbing, Heating, Air & Electrical•Greensboro, NC

About The Position

Service Manager Role Overview Manage staff and ensure exceptional customer experiences by delivering high-quality service on every call.

Requirements

Proven experience in operations, or leadership.
Willingness to get in the trenches with your team, no superiority complex, at Go Green, we are a team!
Coachable, Humble, and Readiness to GROW
Ability to inspire and motivate teams to achieve company goals.
Strong organizational skills with excellent follow-through.
Effective verbal and written communication abilities.
Sound decision-making skills, especially in high-pressure situations.
Empathetic leadership and ability to build trust.
Thrive in fast-paced, goal-oriented environments.
Develop a proven track record in operations
Ability to inspire and lead others to attain company goals.
Highly organized with exceptional follow-through abilities.
Strong verbal and written communications.
Quick, sound decision-making abilities.
Ability to build trust and demonstrate empathy.
Excel in a fast-paced, goal-driven environment.

Nice To Haves

Public speaking or presentation skills are a plus.
Good presentation and public speaking skills is a plus.

Responsibilities

Implement sales strategies across departments following Nexstar best practices to drive profitability.
Attend daily huddles and collaborate with other departments to maximize cross-sales and lead generation.
Coach technicians to build customer rapport and recommend appropriate products and services.
Conduct at least one product/technical training every two weeks.
Hold one soft skills training session every two weeks.
Perform ride-alongs with each technician every 10 days (ride in the same vehicle).
Conduct weekly one-on-one meetings to address technician concerns and provide individual support.
Monitor and hold technicians accountable to meet and exceed revenue and KPI goals, including: Conversion rates, average ticket, tasks per option, membership conversion, sold hours, and callback ratios.
Work closely with dispatch and customer service to align operations with business goals.
Ensure dispatchers assign the right technician to each call and monitor technician performance.
Utilize Rilla technology to track technician engagement on every call.
Manage team schedules to align with demand, including on-call rotations, and approve or deny vacation requests.
Ensure incentive programs are fair, consistent, and well-documented.
Review and approve invoices, timesheets, incentives, and performance metrics.
Provide technical assistance to field technicians as needed.
Perform service and sales calls when required.
Participate in the manager on-call rotation, offering after-hours and weekend support to technicians on after hours calls.
Perform biweekly vehicle inspections and ensure technicians maintain vehicle cleanliness.
Technicians with take-home vehicles must wash them monthly or when visibly dirty, whichever comes first.
Assist with year-end material inventory of company vehicles and warehouse, ensuring completion within three days.
If not completed within 3 business days all employees (including managers) must report to the office on the following weekend until inventory has been completed.
Attend & Participate in the mandatory “Trunk or Treat” event hosted by Go Green in the month of October every year.
Participate in a minimum of 4 yearly events not including the mandatory “Trunk or Treat” event during the month of October.
Ensure department performance aligns with management targets for: Gross profit, labor costs, material expenses, and subcontractor usage.
Review invoices to ensure compliance with service standards: Options Per Call: HVAC (3-4), Plumbing/Electrical (4-6), Tasks Per Option: HVAC (3+), Plumbing (4+), Electrical (3+), Demand Conversion Rates: HVAC (80%), Plumbing (80%+), Electrical (80%), Membership Conversion: 30%
Along with all other specified KPI’s that align with Nexstar best practices.
Confirm every call includes clear documentation with photos, videos, and written notes.
Confirm Rilla is being utilized on every service call ran.