Plumbing Service Manager

Mario Purchaser LLC•Rockledge, FL

1d•$80,000 - $110,000•Onsite

About The Position

The Plumbing Service Manager leads a team of skilled Service Technicians, ensuring top-notch customer service, technical excellence, and operational efficiency. This role involves managing a team of Plumbing Service Technicians in performing residential heating, cooling, and ventilation duties while delivering outstanding quality of work, great customer service experience, and expected company productivity and performance results. The Service Manager will coach service technicians and drive the team to meet departmental budgets. The Plumbing Service Manager manages a team of Plumbing Service Technicians in performing the daily service and maintenance operations of plumbing systems within an organization. This role involves managing service technicians, coordinating service requests, ensuring quality standards, and maintaining strong client relationships to achieve customer satisfaction.

Requirements

Minimum of 3 years of Management in sales, or service leadership experience
Experience in HVAC, plumbing, electrical, or residential home services preferred
Proven experience leading, coaching, and developing service technicians in a home services environment
Strong leadership skills with the ability to motivate teams, drive accountability, and inspire high performance
Track record of improving revenue, customer satisfaction, technician productivity, and overall business performance
Passion for coaching technicians on both technical skills and customer communication
Strong understanding of KPI management, performance metrics, and service operations
Excellent customer service, communication, and conflict-resolution skills
Experience recruiting, developing, and retaining top-performing teams
Strong business acumen with the ability to balance customer experience, employee development, and profitability
ServiceTitan experience preferred
Proficiency with Microsoft Office and business reporting tools
Minimum of 3 years proven management and/or sales experience in the Service Industry
Proven record in: Team Development, Sales/Operations, Customer Service
Intermediate proficiency in MS Office Suite including proficient use of Excel and PowerPoint
Ability to travel to other locations, for training sessions and/or meetings, car/air travel 25-50%
Must be able to lift ~50lbs
Ability to sit for extended periods of time

Nice To Haves

Experience with Residential Customers is preferred
A SERVICE TITAN Pro?
Experience in the trades: HVAC, plumbing, electrical
Experience with Service Titan

Responsibilities

Lead, coach, and develop a team of Service Technicians to deliver exceptional customer service, technical excellence, and strong business results.
Create a high-performance culture focused on accountability, continuous improvement, and delivering a five-star customer experience on every call.
Conduct regular ride-alongs, field coaching, role-playing, and one-on-one development sessions to improve technician performance, communication skills, and customer interactions.
Motivate technicians to achieve and exceed key performance goals, including revenue, average ticket, close rate, maintenance growth, customer satisfaction, and overall productivity.
Recruit, onboard, train, and retain top talent while building a positive and engaged team culture.
Serve as a mentor and leader, helping technicians grow their technical knowledge, confidence, and career opportunities.
Partner closely with Dispatch, Operations, and Branch Leadership to ensure the right technician is assigned to the right call and customers receive timely, high-quality service.
Monitor daily, weekly, and monthly performance metrics, identify opportunities for improvement, and implement action plans to drive results.
Resolve customer concerns quickly and professionally, turning challenges into positive customer experiences.
Lead team meetings, training sessions, and daily huddles that keep technicians informed, motivated, and aligned with company goals.
Support the use of ServiceTitan and other technology platforms to improve efficiency, communication, and performance tracking.
Collaborate with branch leadership to execute growth strategies, improve operational efficiency, and achieve department and company goals.
Promote a culture of safety, professionalism, and customer-first service throughout the organization.
Manage Service Technicians utilizing key metrics to drive the team to achieve company targets.
Provide field coaching, role-playing and customer service training to Service Technicians following the Nexstar Service System process.
Provide or schedule customized technical training to Service Technicians based on technical training proficiency and needs of each individual technician on the team.
Recruit, retain, and train professional Service Technicians through traditional recruiting, referral, and networking efforts.
Hold team accountable for their productivity performance (i.e. revenue, KPI’s per work order, close rate, customer satisfaction, etc.).
Work closely with dispatchers in offering guidance in matching service calls to the right Service Technician based on technical proficiencies and key productivity metrics.
Monitor performance of field technicians daily to achieve daily, weekly, and monthly sales performance goals.
Manage team schedule to ensure appropriate coverage to meet ongoing customer demand.
Create and lead productive and high energy Service Technician meetings to cover relevant customer and training topics and develop technician teams appropriately.
Manage the payroll process for the team utilizing the Administrative Assistant for support.
Provide digital tablet support assistance when needed on Service Titan platform to field technicians.
Facilitate technician turn-in process while also ensuring proper detailing of tickets.
Partner with operations team to ensure quarterly truck inventories are scheduled and administered while ensuring technicians are proficient in both warehouse and supply house inventory procedures.
Work with accounting team to address any Accounts Receivable issues.
Coordinate with internal resources to ensure appropriate equipment rental, day labor, insurance inquiries, labor subcontracting, and other day-to-day operational needs are properly addressed.
Manage any customer issues to full and timely resolution.
Work closely with the HVAC Branch Manager to implement business strategies.
Conduct site visits and one-on-one time with technicians in the field on a weekly basis for quality assurance, training purposes, and to ensure technician engagement.
Attend Daily Huddle To: Determine actions needed to achieve daily/weekly/monthly goals, Communicate areas of opportunity or strength to facilitate team and branch growth, Report on daily performance of the team on key metrics, Present tracking data on field training and key initiatives.
Maintain compliance with local, state, and federal regulations (understand and abide by compliance requirements for operations).
Ensure safety best practices are followed in the field.
Other duties as assigned.