Plumbing Service Manager

Description: Salary Commensurate with Experience.

The Plumbing Service Manager oversees the plumbing service operations, ensuring high-quality work, excellent customer satisfaction, and efficient management of technicians. This role involves supervising service teams, optimizing job scheduling, managing customer relationships, and driving revenue growth. The ideal candidate has strong leadership skills, a deep understanding of plumbing and septic systems, and a commitment to service excellence.

Essential Duties And Responsibilities

The essential functions include, but are not limited to the following:

Team Leadership & Supervision

• Oversee daily operations of the plumbing service department.
• Hire, train, mentor, and develop plumbing technicians and support staff.
• Conduct performance evaluations and implement improvement plans.
• Ensure compliance with safety regulations and company policies.
  
  

Scheduling & Dispatching

• Manage job scheduling to maximize efficiency and minimize downtime.
• Work closely with dispatchers to coordinate technician assignments.
• Monitor job progress and ensure timely service delivery.
  
  

Customer Service & Satisfaction

• Serve as the primary point of contact for customer inquiries and escalations.
• Ensure high customer satisfaction and retention rates.
• Implement customer feedback programs to improve service quality.
  
  

Financial & Business Performance

• Monitor department profitability, expenses, and job costing.
• Set and track revenue goals and KPIs for service operations.
• Identify opportunities for upselling and cross-selling additional services.
• Oversee invoicing, billing, and payment collection processes.
  
  

Process Improvement & Compliance

• Ensure all plumbing and septic work meets local, state, and federal regulations.
• Implement best practices for efficiency and safety.
• Maintain up-to-date certifications and training programs for technicians.
• Improve and document standard operating procedures (SOPs).
  
  

Requirements

Minimum Qualifications (Knowledge, Skills, and Abilities)

Technical Expertise

• Licensed Journeyman or Master Plumber (preferred but not required, depending on state regulations).
• In-depth knowledge of plumbing and septic systems, repairs, and installations.
  
  

Leadership & Communication

• Strong team management and coaching skills.
• Ability to motivate technicians and ensure high productivity.
• Excellent customer service and conflict resolution skills.
  
  

Operational & Business Acumen

• Experience with scheduling software, job costing, and reporting.
• Proficiency in CRM and service management software (e.g., FieldEdge).
• Understanding of budgeting, profitability, and KPIs.
  
  

Problem-Solving & Process Improvement

• Ability to troubleshoot and resolve service-related challenges.
• Focused on continuous improvement in service delivery.
  
  

Education & Experience

• 5 years of experience in plumbing service operations.
• 3 years in a leadership or managerial role (Service Manager, Lead Technician, or similar).
• Experience working with residential, commercial, or industrial plumbing systems and sewer systems.
• High school diploma or equivalent (trade school or technical training preferred).
  
  

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Sitting for prolonged periods of time.
• Manual Dexterity
• Visual Demands: Prolonged use of a computer screen and reviewing documents.
• Lifting/carrying equipment using proper safety protocols, as necessary.
• Standing, bending, working in confined spaces as necessary.