Plumbing Service Manager

Cox Engineering•Randolph, MA

12d•Onsite

About The Position

The Plumbing Service Manager is responsible for leading the day-to-day operations of Cox Engineering’s plumbing service business. This position provides leadership and direction to plumbing technicians while ensuring work is completed safely, efficiently, and with a high level of quality and customer satisfaction. The Service Manager partners closely with the General Manager of Plumbing to build a scalable service organization capable of supporting continued growth. Success in this role is measured by developing technicians, improving operational performance, delivering exceptional customer service, and continuously improving the systems and processes that drive the business.

Requirements

7+ years of commercial plumbing experience with progressive leadership responsibilities
Massachusetts Journeyman or Master Plumbing License preferred
Proven ability to lead, coach, and develop technical teams
Strong understanding of commercial plumbing systems, troubleshooting, maintenance, and repair
Experience managing multiple priorities in a fast-paced service environment
Excellent communication, organization, and problem-solving skills
Proficiency with Microsoft Office and service management software

Responsibilities

Lead the daily execution of the plumbing service operation
Partner with the dispatch team to optimize technician scheduling, workload balancing, emergency response, and overall labor utilization
Monitor service workload and technician capacity to ensure customer commitments are met while maximizing productivity
Provide operational support for emergency service calls and escalated customer issues
Ensure work orders are completed accurately, efficiently, and closed in a timely manner within BuildOps
Support the successful execution of preventive maintenance agreements, time-and-material service, quoted repair work, and small projects
Lead, coach, and develop a team of plumbing technicians
Conduct regular field observations and provide ongoing coaching, mentoring, and performance feedback to technicians
Mentor apprentices and support technician career development
Foster a culture of accountability, teamwork, professionalism, and continuous improvement
Assist with recruiting, interviewing, onboarding, and retaining high-performing technicians
Identify future leaders and create development opportunities within the department
Serve as the senior technical resource for complex service issues, providing guidance and troubleshooting support to technicians
Review challenging repair strategies and recommend practical, cost-effective solutions
Ensure all work complies with applicable plumbing codes, safety standards, and company quality expectations
Promote consistency in workmanship and service delivery across the department
Develop strong relationships with customers by providing responsive, professional service
Assist in resolving customer concerns and service escalations
Partner with Account Managers and project teams to ensure a seamless customer experience
Identify opportunities to improve service delivery and customer satisfaction
Develop, implement, and continuously improve operating procedures that support a scalable service organization
Monitor department performance using key operational metrics
Drive improvements in productivity, efficiency, and technician utilization
Promote a culture of safety by ensuring compliance with OSHA regulations and Cox Engineering safety policies
Maintain accurate documentation, service records, and operational reporting
Work with the General Manager to achieve departmental operational and financial goals
Monitor labor productivity, overtime, equipment utilization, and operational costs
Review service performance trends and recommend process improvements
Support quoting and estimating efforts by providing technical guidance when needed
Assist with budgeting, workforce planning, and resource forecasting