Plumbing Service Manager
About The Position
ACE Home Services is seeking an experienced Residential Plumbing Service Manager to lead its plumbing service department and drive team development, operational performance, revenue growth, and customer satisfaction. The role is responsible for the overall success of the department, including technician performance, training, financial results, and operational efficiency. The manager leads and develops residential plumbing technicians through coaching, ride-alongs, performance reviews, recruiting, and onboarding. They oversee day-to-day operations, monitor departmental KPIs, pursue improvements to profitability and performance, resolve escalated customer concerns, and ensure service quality and customer care. The role also manages budgets and departmental profitability, analyzes reports and performance metrics, and ensures work complies with local codes, industry regulations, company standards, and safety practices. Proper documentation and procedures are maintained using ServiceTitan and company systems.
Requirements
- Minimum 5 years of residential plumbing service experience.
- Minimum 3 years of leadership or management experience in residential service.
- Strong understanding of residential service plumbing operations and customer-facing service models.
- Proven ability to lead teams, drive accountability, and improve performance.
- Experience managing KPIs, budgets, and departmental profitability.
- Proficiency with ServiceTitan or similar service management software.
- Valid driver's license with an acceptable driving record.
Responsibilities
- Lead, mentor, and develop a team of residential plumbing technicians.
- Conduct ride-alongs, field coaching, and ongoing performance reviews.
- Recruit, onboard, and retain plumbing talent.
- Foster accountability, professionalism, and continuous improvement.
- Provide technical guidance and support for complex service situations.
- Manage day-to-day service operations for efficiency, profitability, and customer satisfaction.
- Monitor departmental KPIs, including revenue, average ticket, conversion rate, callback percentage, and customer satisfaction.
- Develop and implement initiatives to improve profitability and operational performance.
- Ensure department goals and benchmarks are achieved.
- Resolve escalated customer concerns professionally and urgently.
- Promote solutions-based service focused on customer education and long-term value.
- Maintain high standards of workmanship and customer care.
- Manage departmental budgets and profitability.
- Analyze reports and performance metrics to identify growth opportunities.
- Drive revenue through technician development, service excellence, and process improvement.
- Hold the team accountable for sales and performance goals while maintaining customer service.
- Ensure work complies with local codes, industry regulations, and company standards.
- Promote and enforce a strong safety culture.
- Maintain proper documentation, reporting, and operational procedures using ServiceTitan and company systems.
Benefits
- Industry-leading compensation packages plus performance bonuses.
- Health, dental, and vision insurance.
- 401(k) with company match.
- Paid time off and paid holidays.
- Life and disability insurance.
- Ongoing leadership and professional development.
- Advancement opportunities within a growing organization.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
