What are the responsibilities and job description for the Plumbing Service Manager position at Beacon Home Services?
Role Overview
The Service Manager leads a team of technicians to ensure excellence in service delivery, customer satisfaction, and financial performance. This role oversees job completion, compliance with standards, and promotes a culture of quality and professionalism.
Key Responsibilities
Leadership & Development
- Train and coach technicians to optimize performance.
- Conduct weekly one-on-ones, 30-60-90 day, and annual performance reviews.
- Perform 4-5 ride-alongs weekly with curbside feedback.
- Manage call-by-call performance and provide ongoing training.
Operational Oversight
- Review daily job invoices in Service Titan for accuracy and coach for improvement.
- Schedule technicians to meet customer demand efficiently.
- Perform weekly truck inspections for cleanliness, stocking, and inventory.
- Collaborate with dispatch to assign jobs effectively.
Customer Focus
- Resolve customer complaints to ensure satisfaction.
- Follow up with dissatisfied customers to address concerns.
- Promote club memberships consistently.
Sales & Performance Metrics
- Integrate sales strategies to exceed revenue goals.
- Monitor and enforce accountability for call counts, revenue, and margins.
- Conduct on-site job inspections for quality assurance.
Collaboration & Communication
- Partner with managers, customer service, and dispatch to ensure seamless operations.
- Participate in huddles and leadership meetings to address metrics and goals.
Safety & Compliance
- Investigate safety issues and ensure adherence to codes and company standards.
Field Support
- Provide technical assistance for complex jobs and emergencies.
- Maintain professionalism, including wearing the approved uniform.
Position Requirements
- Proven leadership with 5 years in residential service (plumbing, HVAC, etc.).
- Strong technical skills and familiarity with local codes.
- Proficiency in Service Titan and excellent communication skills.
- Valid driver’s license and ability to meet physical demands (lifting, heights).
Position Standards
- Attend training to enhance skills.
- Maintain confidentiality on performance matters.
- Be available for team support, including after hours.
Accountability
By accepting this role, the Service Manager commits to upholding the company’s mission and quality standards, driving team and organizational success.
