Plumbing Service Manager

Mario Purchaser LLC • Richmond Hill, GA

1d • $80,000 - $90,000 • Onsite

About The Position

Canady's Plumbing, Air & Electric is seeking an experienced Plumbing Service Manager to lead their team of skilled Service Technicians. This role involves ensuring top-notch customer service, technical excellence, and operational efficiency within the Plumbing division. The manager will be responsible for coaching technicians, driving the team to meet departmental budgets, and ensuring the delivery of outstanding quality of work and customer service experiences. The position is based at the Richmond Hill/Savannah branch and offers a competitive salary, bonus program, and comprehensive benefits.

Requirements

• Minimum of 3 years of proven management and/or sales experience in the service industry - Home Services preferred.
• Proven record in: Team Development & Management; Sales/Operations; and Customer Service.
• Intermediate proficiency in Microsoft Word, Excel and PowerPoint applications required.
• Proven leadership, mentorship and coaching to a team of Service Technicians.
• Ability to mobilize a team of professional Service Technicians to drive team and branch results.
• Ability to provide great customer service.
• Ability to work cross-functionally in a professional and courteous manner.
• Ability to solve problems and develop appropriate action plan.
• Ability to manage internal resources effectively and efficiently.
• Ability to hold a team accountable for results.
• Ability to train a technical workforce.
• Excellent business acumen.
• Excellent interpersonal and communication skills.
• Excellent organizational and follow-through skills.
• Good understanding of inventory and management and logistics.
• Ability to work extended hours, weekends and holidays.
• 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.

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 and coach a team of skilled Service Technicians, providing ongoing training, mentorship, and development.
• Monitor daily metrics and hold the team accountable for achieving revenue, customer satisfaction, and productivity goals.
• Collaborate with dispatch to align service calls with technician expertise, manage team schedules, and ensure optimal field coverage.
• Recruit, train, and retain top talent, fostering a culture of collaboration, trust, and excellence.
• Resolve customer issues promptly, ensuring a seamless service experience.
• Provide field support, including daily presence in the field to support training and quality of workmanship.
• Partner with branch and operations leadership to implement strategies that drive growth and efficiency.
• Support technicians using digital tools like Service-Titan for seamless operations.
• 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.
• 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, report on daily performance, and present tracking data on field training and key initiatives.
• Maintain compliance with local, state, and federal regulations.
• Ensure safety best practices are followed in the field.
• Other duties as assigned.

Benefits

• Competitive Compensation: Above market compensation + lucrative bonus opportunity
• Medical, dental, vision, 401(k) matching, life insurance, paid time off, and more

What This Job Offers

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