Plumbing Service Manager

Action Plumbing, Heating, AC, and Electric • Lincoln, NE

2d • Hybrid

About The Position

The Plumbing Service Manager is responsible for leading and growing Action's plumbing service department. This role is responsible for technician performance, customer experience, department profitability, pricing consistency, scheduling discipline, service quality, and daily service execution. This is not just a technical role. We need a leader who can manage people, drive accountability, improve daily operations, protect profitability, and help build a stronger plumbing service department. The right person will lead from the front, support technicians, improve systems, communicate clearly, and make sure customers are taken care of right away.

Requirements

• Plumbing service experience.
• Strong understanding of residential and light commercial plumbing service.
• Ability to coach technicians on diagnostics, repairs, communication, pricing, and job performance.
• Strong customer service and conflict-resolution skills.
• Ability to review service tickets, job notes, pricing, and technician productivity.
• Strong communication and follow-through.
• Valid driver's license.

Nice To Haves

• Prior leadership, supervisor, or service management experience preferred.
• Ability to coach technicians on diagnostics, repairs, communication, pricing, and job performance.
• Journeyman or master plumbing license preferred.
• Experience with ServiceTitan, Service Factor, or similar service management software.
• Experience managing service KPIs, dispatch coordination, pricing discipline, callbacks, and technician performance.
• Experience growing a profitable plumbing service department.

Responsibilities

• Lead, coach, and hold plumbing service technicians accountable.
• Oversee daily plumbing service operations, including diagnostics, repairs, water heaters, drains, fixture repairs, remodel/service work, and light commercial service calls.
• Work closely with dispatch and customer service to improve scheduling, response time, communication, and customer experience.
• Monitor technician productivity, average ticket, callback rates, billable efficiency, and customer satisfaction.
• Review service tickets, job notes, pricing, photos, parts usage, and billing accuracy.
• Ensure technicians follow company pricing standards, service call procedures, flat-rate pricing, and T&M; billing where applicable.
• Help technicians improve technical skills, customer communication, repair options, and professionalism.
• Manage department performance against revenue, gross margin, and net margin goals.
• Support recruiting, onboarding, training, and retention of plumbing service technicians.
• Help resolve customer issues quickly, honestly, and professionally.
• Promote a culture of ownership, urgency, accountability, safety, and high-quality service.

Benefits

• Health insurance - Action pays up to 82% of the employee health insurance premium depending on plan selection. Multiple plan options and deductible amounts offered.
• Dental and Vision insurance
• Life and Accidental Death/Dismemberment insurance with guaranteed issue amount of $150,000 for new employees
• Short- and Long-Term Disability insurance
• Section 125 cafeteria Flexible Spending Account or Dependent Care Spending Account Plan for eligible medical, dental, vision, and dependent care expenses
• Critical illness insurance and Long-Term Care with Term Life Insurance
• Accident insurance
• Paid time off, paid holidays, and bereavement leave
• 401(k) retirement plan after one full year of employment with Action match from 1% to 4% of employee contributions

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed