Plumbing Service Manager

Mario Purchaser LLC • Tampa, FL

6d • Hybrid

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 manages 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.

Requirements

• Minimum of 3 years of proven management and/or sales experience in the service industry
• 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

• Leadership & Coaching: Provide ongoing training, mentorship, and development to Service Technicians, tailoring support to individual needs.
• Performance Management: Monitor daily metrics and hold your team accountable for achieving revenue, customer satisfaction, and productivity goals.
• Operational Oversight: Collaborate with dispatch to align service calls with technician expertise, manage team schedules, and ensure optimal field coverage.
• Team Building: Recruit, train, and retain top talent, fostering a culture of collaboration, trust, and excellence.
• Customer Engagement: Resolve customer issues promptly, ensuring a seamless service experience.
• Field Support: Position requires the Service Manger to be in the field daily to support the training and quality of the workmanship of the technicians.
• Strategic Collaboration: Partner with branch and operations leadership to implement strategies that drive growth and efficiency.
• Technology Integration: 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 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.

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