Service & Plumbing Manager
About The Position
The Service & Plumbing Manager is responsible for the financial performance, operational efficiency, leadership, and growth of Progressive Heating, Air & Plumbing’s HVAC Service and Plumbing departments. As a member of the company’s leadership team, this role is accountable for departmental revenue, profitability, productivity, customer satisfaction, and employee performance goals. This is a business leadership and operational management position, rather than a technical training role. Success is measured primarily through financial results, operational execution, employee development, and customer experience. The manager oversees departmental budgets and KPIs, daily service delivery, staffing and team performance, and ongoing improvement efforts.
Requirements
- At least 5 years of progressive leadership experience managing service-based operations.
- Proven track record managing multiple employees and significant revenue responsibility.
- Experience in HVAC, plumbing, electrical, or related residential home services; HVAC or plumbing experience is preferred but not required.
- Background working in a structured, KPI-driven organization.
- Demonstrated success managing departmental financial performance and profitability.
- Strong people leadership skills, including the ability to build relationships and develop employees.
- Experience establishing clear expectations and conducting difficult conversations when necessary.
- Proven ability to hold teams accountable and drive results.
- Track record of improving operational efficiency and team performance.
Nice To Haves
- Familiarity with ServiceTitan and Nexstar.
Responsibilities
- Own P&L accountability for the HVAC Service and Plumbing departments.
- Develop and manage budgets, monitor KPIs, and identify opportunities to reduce costs and grow revenue.
- Ensure pricing and service agreements support profitability.
- Direct daily operations and optimize technician utilization, scheduling, and capacity.
- Maintain appropriate staffing levels and minimize operational inefficiencies.
- Use ServiceTitan to monitor performance.
- Oversee fleet, equipment, and inventory management.
- Supervise, coach, and hold employees accountable to performance standards.
- Conduct performance reviews, address performance issues, and develop employees.
- Partner with trainers on skill development and participate in hiring, onboarding, and disciplinary decisions.
- Track departmental scorecards against Nexstar benchmarks and monitor KPIs, including revenue versus budget, billable efficiency, maintenance agreements, callbacks, customer satisfaction, and online reviews.
- Implement corrective action plans when needed.
- Ensure consistent service quality and professionalism, promptly resolve escalated concerns, and monitor customer feedback to support retention.
- Grow revenue through repair, replacement, and maintenance opportunities; increase maintenance agreement memberships and expand plumbing market penetration.
- Participate in leadership meetings and planning, execute quarterly priorities, provide regular updates, and support company-wide systems and process improvements.
Benefits
- Competitive salary with bonus potential.
- Health, dental, and vision insurance.
- 401(k) with company match.
- Paid time off and holidays.
- Company vehicle and gas card, tablet, and uniforms.
- Ongoing training and growth opportunities.
- Supportive and family-oriented work environment.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
