Service Manager

Mattioni Plumbing, Heating & Cooling • Downingtown, PA

16d • $68,000

About The Position

The Service Manager serves as a catalyst for the next wave of technicians, championing our core values of delivering unparalleled 5-star customer service and operational excellence. This role focuses on mentoring and coaching technicians while ensuring consistent adherence to company standards, particularly the Nexstar Service System. The Service Manager also provides administrative, technical, and customer support as needed, while instilling accountability to achieve departmental Gross Margin goals. Primary Responsibility Exceed customer expectations in all facets by leading the service team to complete jobs on time, within budget, and in alignment with company standards, while fostering personal growth, individual development, and overall team growth and success.

Requirements

• Leadership experience with a coach's mentality, capable of managing people and personalities in a high-expectation, customer-first environment.
• Proven ability to coach, mentor, and hold team members accountable to performance standards, service systems, and company values.
• Strong organizational skills with experience balancing operations, administrative responsibilities, and real-time problem solving.
• Effective communicator with the ability to collaborate across dispatch, training, call center, and leadership teams.
• Comfort working in a fast-paced, metrics-driven operation, using performance data to drive improvement and exceed goals.
• Commitment to continuous growth, rejecting mediocrity and embracing ongoing training and development.
• Candidates must be able to pass a drug and background test (honesty policy is appreciated) and have an insurable driver's record.

Responsibilities

• Conduct monthly 1-on-1 sessions to review team member performance against established benchmarks.
• Strategically review calls on the dispatch board, collaborating with dispatch and the trainer to optimize assignments.
• Manage call-outs, scheduled time off, and personal time to align team availability with business needs.
• Enforce accountability related to attendance, punctuality, and adherence to company policies and guidelines.
• Maintain and update performance metrics on the dispatch board and communicate relevant information to dispatch.
• Review technician jobs daily, including timecards, revenue splits, and dispatch checkouts.
• Review callbacks weekly and collaborate with the team and trainer to complete recall documentation.
• Process bi-weekly payroll, including spiffs and commissions.
• Coordinate on-call coverage, including weekly reminders and support during extreme weather conditions.
• Lead weekly technical and Service System trainings to support skill development and leadership growth.
• Facilitate monthly L10 meetings to review departmental performance and address challenges.
• Provide managerial support to team members, including after-hours and weekend assistance as needed.
• Develop, post, and maintain annual on-call schedules.
• Partner with the trainer to identify development needs and execute targeted training plans.
• Collaborate with the Call Center Manager to resolve customer escalations, occasionally engaging directly with customers.
• Coordinate with supply houses for parts availability and pricing when necessary, assisting with customer estimates.
• Participate in interviewing and hiring technicians and apprentices.
• Commit to ongoing professional development through reading, training, and self-improvement.
• Attend offsite training as needed to stay current on industry best practices and trends.

Benefits

• Company Sponsored Healthcare Package for employee (Open Enrollment begin on Start Date).
• Vision/Dental plan offered (Open Enrollment begins on Start Date).
• 3 weeks paid vacation (15 business days) (After 90 days).
• 6 paid holidays (After 90 days).
• 2 personal days (After 90 days).
• 1 weeks paid maternity/paternity leave (After 1 year).
• 401 (k) retirement plan with up to 3.5% Match Company Contribution (After 1 year).
• Company Uniforms (Ordered on start day).
• ZayZoon On-Demand Pay Program.
• Complimentary Mattioni VIP Membership (After 90 days).
• Employee Discount (After 90 days).
• Fully Loaded Company Laptop.
• Company SWAG.
• Employee Referral Program.
• Ongoing Training.
• Company Events.
• Named Top Workplace by Philadelphia Inquirer in 2023 & 2024.

What This Job Offers

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