Plumbing Service Manager

BME•Burlington, KY

5d•Hybrid

About The Position

The Plumbing Service Manager is responsible for the day-to-day leadership of BME's commercial and industrial plumbing service department, including technician performance, dispatch coordination, quality control, and profitability. This role owns the plumbing service P&L for the branch, drives revenue growth through quote conversion and preventive maintenance pull-through, and ensures customers receive safe, code-compliant, and high-quality service. The Plumbing Service Manager works closely with dispatch, coordinators, and field technicians to balance customer satisfaction, technician development, and operational efficiency.

Requirements

5+ years of commercial/industrial plumbing experience, including at least 2 years in a lead, foreman, or supervisory role.
Journeyman or Master Plumber license required (or ability to obtain within a defined timeframe, per state requirements).
Experience with field service management software (BuildOps or similar) strongly preferred.
Strong working knowledge of commercial plumbing systems, code requirements, and safety standards.
Proven ability to lead, coach, and hold technicians accountable to performance and quality standards.
Comfortable reviewing financial and operational data (revenue, margin, pull-through, utilization) and translating it into action.
Excellent communication skills with customers, technicians, and leadership.
Proficiency with Microsoft Excel and field service management platforms.
Regular travel between job sites, customer locations, and the branch office within the service territory.
Occasional site visits to active commercial/industrial job sites requiring appropriate PPE.
Availability to respond to escalated service issues outside of standard business hours as needed.

Responsibilities

Build and maintain strong relationships with commercial and industrial plumbing customers, serving as the point of escalation for service issues.
Conduct or oversee job-site visits and quality checks on high-value or complex plumbing work.
Partner with account managers and National Accounts (NAC) contacts to support customer retention and satisfaction targets.
Hire, train, and develop plumbing technicians and apprentices; manage performance and conduct regular ride-alongs.
Ensure technicians follow BME safety standards, plumbing code requirements, and quality workmanship expectations.
Support technician certification and licensing progression (apprentice through master plumber, as applicable).
Own plumbing service department revenue, margin, and labor efficiency targets; report performance against monthly and quarterly goals.
Drive quote generation and pull-through on service and preventive maintenance work identified in the field.
Review and approve technician-generated quotes for accuracy, pricing, and scope prior to customer presentation.
Partner with dispatch to ensure efficient scheduling, response times, and utilization of plumbing technicians.
Lead weekly team meetings to review safety, performance metrics, open jobs, and customer feedback.
Manage technician scheduling, PTO, and on-call rotation for plumbing service coverage.
Address performance issues, conduct evaluations, and support compensation and bonus programs in partnership with HR.
Maintain accurate work order documentation, job costing, and closeout records in BuildOps.
Prepare and present exception-based performance updates to the VP of Service Operations, highlighting wins, constraints, and asks.
Ensure compliance with permitting, code inspections, and required plumbing documentation for all jobs.