Plumbing Operations Manager

About the Role: The Operations Manager is responsible for driving results through day-to-day management of the service and support teams in one or multiple residential services business units.  Assist the General Manager in optimizing the team through training, development, recruiting, and retention. 

About the Company: McVay has provided Plumbing service, repair, and replacement in Pittsburgh for nearly 10 years.  Providing residential and light commercial service plumbing to the Greater Pittsburgh region and its surrounding counties, McVay is regarded as a high-quality, reliable, and affordable solution provider in our region.  Our organization’s culture mirrors that of our region – hardworking, fair, and supportive of our neighbors.  We are the employer of choice in this region due to our strong organizational culture, rich benefits program, and our opportunities for our employees to develop and grow within our organization

Key Responsibilities: Implement organizational systems and processes to enhance the efficiency of the work performed.

• Maintain high standards for quality of work, holding staff accountable for the demonstration and delivery of value to our valued customers.
• Maintain relationships with partners in the region including suppliers, realtors, inspectors, municipality employees, and subcontractors.
• Evaluate, recommend and implement technologies and tools to enhance efficiency, quality, and product line offering.
• Attract, recruit and retain the best talent in the region.
• Monitor and implement processes and procedures that are aligned with the company objectives in support of daily operations for the Service Plumbing department.
• Optimize the technician field workforce through regular training and coaching sessions:
  • Sales practices
  • KPI reviews
  • Performance acknowledgements and awards
  • New products
  • Handling customer objections
  • Sales contests
  • Safety Concerns
  • Manufacturer’s Training
• Work with the service supervisors to evaluate technician skill levels.
• Ensure technicians skills match the tasks scheduled.
• Order materials and supplies for projects and truck restock.
• Confirm receipt of material prior to scheduling and dispatching staff to customer jobs.
• Track material and labor costs against budgets and identify areas where material and labor management needs improvement.
• Conduct weekly reviews of how the teams are tracking to hit their monthly goals using established KPI reporting.
• Provide individual coaching as required to train employees to enhance their soft skills.
• Work closely with the call center, dispatch, and sales departments to maximize job and labor capacity.
• Act as a mentor to encourage individual growth.
  
  

Qualifications:

• At least 5 years of successful management and related technical experience.
• Prior experience in the Plumbing industry with a focus on residential services and working with customers.
• Journeyman Plumber, Master Plumber Preferred
• Highly motivated to get things done the right way.
• Excellent communication (verbal and written) and active listening skills.
• Highly confident, skilled leader who is persuasive with a selling personality.
• Must enjoy being constantly challenged to grow and improve operationally.
• Proficient with smartphones, tablets, laptops, Microsoft Word, Excel, and Outlook with the ability to learn new service software.
• Demonstrated success at building a team of technicians who do quality work.
• Able and willing to connect with the community to identify new opportunities and recruit new talent.
• Highly autonomous, ability to make decisions and drive change in the department to meet objectives.

Interpersonal Qualifications:

• Customer service focus and mindset, putting our employees and Partners first, with excellent ability to communicate and develop relationships.
• Exceptional problem-solving and conflict resolution abilities to improve things both big and small.
• Highly organized, ability to act quickly while still having attention to detail.
• Hold yourself to a higher standard and exhibit a high level of integrity.

Preferred Qualifications:

• Experience with residential services organization with a focus on sales and the demonstration / delivery of value to the customer.
• Experience working-in or managing technicians who perform plumbing service and repair.
• Experience scaling a team in a short timeline to meet market / business needs
• Knowledge of basic P&L statements and how to interpret organizational performance.
• Experience leading a sales organization

Why You’ll Want to Work Here:

• Core values that we live every day – not just words on a page : We Win Together, Today Not Tomorrow, Performance Not Politics
• Performance Pay directly tied to results – Get what you deserve
• Benefits you will use – Full medical, dental, and vision packages including fully employer paid options
• Secure your financial future – 401(k) with company match
• Speed and scale – Work with a company that operates at the speed of a start up with the investment backing of institutional investors
• We invest in your future – leadership training that directly results into bigger career opportunities
• Learn on the job – continuous education stipends available

Legacy Service Partners (LSP) is a leading platform of residential HVAC, plumbing, and electrical service providers across the United States. Since our inception in 2021, LSP has partnered with 30 leading local brands across 16 states, and we are rapidly expanding our footprint.

We exist to serve our Partners and fuel their success. Our role is to create unmatched growth opportunities for our brands so they can better serve their employees, their customers, and their communities. We do this by providing a wide range of world-class resources to support and enhance our local management teams. LSP is guided by three core values – winning together, performance over politics, and today not tomorrow. LSP is backed by Gridiron Capital, a private equity firm specializing in middle market facilities services companies with over $5bn of assets under management, and ZBS Partners, a leading roll-up incubator.

Legacy Service Partners is an equal opportunity employer, considering all applicants for employment regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, sexual orientation, genetic information, or any other characteristic protected by state of federal law.