Plumbing Service Manager

Johnson Heating, Cooling, and Plumbing•Franklin, IN

56d•Onsite

About The Position

Johnson Heating, Cooling and Plumbing is looking for an experienced and motivated Plumbing Service Manager to lead our residential plumbing service team. We are looking for a strong leader who understands the plumbing industry, knows how to develop technicians, and is passionate about delivering an exceptional customer experience. The Plumbing Service Manager will be responsible for the day-to-day leadership of the plumbing service department, including technician performance, customer satisfaction, operational efficiency, sales performance, and department profitability.

Requirements

5+ years of residential plumbing experience, preferably with service and repair experience.
Previous leadership or management experience in a plumbing or home-service environment.
Strong knowledge of residential plumbing systems, diagnostics, repairs, and replacements.
Demonstrated ability to coach and develop technicians.
Strong understanding of plumbing service and replacement sales.
Excellent communication and customer-service skills.
Strong organizational and time-management abilities.
Ability to make sound decisions in a fast-paced environment.
Comfortable using performance metrics and financial information to manage a department.
Ability to hold employees accountable while maintaining a positive team environment.
Valid driver's license and acceptable driving record.
Ability to pass applicable background and pre-employment requirements.

Nice To Haves

The right person for this position is a leader first and plumber second.
You know how to earn the respect of technicians because you've been in the field yourself, but you also understand that managing a successful service department requires more than technical knowledge.
You are comfortable having difficult conversations, developing people, solving problems, and holding a team accountable to high standards.
You care about the customer experience and understand that long-term success comes from doing the right thing for the customer while building a profitable, high-performing department.
You don't have to have every answer—but you need to know how to find the answer, support your team, and make things happen.

Responsibilities

Lead, coach, and develop a team of residential plumbing service technicians.
Establish clear expectations for technician performance, productivity, professionalism, and customer service.
Monitor department performance and key performance indicators to ensure goals are consistently achieved.
Provide regular coaching, feedback, and performance evaluations to technicians.
Ride along with technicians when appropriate to evaluate performance, provide coaching, and help develop technical and customer-service skills.
Assist technicians with difficult technical, customer, or sales situations.
Ensure technicians are properly diagnosing plumbing issues and presenting customers with appropriate repair and replacement options.
Promote a customer-first culture focused on solving problems rather than simply completing service calls.
Monitor sold work, average ticket, conversion rates, callback rates, and other department performance metrics.
Work closely with dispatch and office personnel to maximize technician productivity and provide an excellent customer experience.
Help maintain appropriate staffing levels and participate in recruiting, interviewing, and hiring plumbing technicians.
Assist with onboarding and training new technicians.
Ensure technicians follow company procedures, safety requirements, and service standards.
Address performance, attendance, conduct, and customer-service issues promptly and professionally.
Help resolve escalated customer concerns and ensure customers receive timely follow-up.
Coordinate with other department leaders to ensure smooth communication between plumbing, HVAC, and administrative teams.
Maintain accountability for department revenue, gross profit, labor efficiency, and overall profitability.
Identify opportunities to improve processes, reduce callbacks, increase efficiency, and improve the customer experience.
Maintain a positive, professional, and accountable culture within the plumbing department.