Plumbing Service Manager

Position Overview

We are seeking an experienced and motivated Plumbing Service Manager to lead our 24/7 plumbing department of roughly 8-12 plumbers. This individual will oversee daily operations, ensure exceptional customer service, support office and field teams, drive revenue growth, and maintain high standards of quality and performance. The ideal candidate is organized, service-oriented, and skilled at building strong, high-performing teams.

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Key Responsibilities

Operational Leadership

Manage the daily operations of a 24/7 plumbing department.

Oversee scheduling to ensure efficient technician dispatching.

Use Service Titan or similar software for workflow, monitoring, and reporting.

Team Management & Development

Hire, train, and develop plumbing technicians and support staff.

Create and implement training programs for technical and customer service skill development.

Set team goals and conduct performance evaluations, including KPI and gross profit reviews.

Promote a positive, productive, and safety-focused work environment.

Customer Service & Support

Ensure excellent customer service across the department.

Resolve escalated customer issues and provide timely follow-up.

Oversee service calls, job progress, and customer satisfaction metrics.

Sales & Revenue Growth

Build, create, and sell plumbing service estimates.

Support office staff and technicians in upselling, quoting, and delivering solutions.

Monitor departmental profitability and identify opportunities for growth.

Administrative & Office Support

Review service reports, job notes, and technician documentation.

Manage department reviews and maintain compliance with company policies.

Collaborate with leadership on operational improvements and financial goals.

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Qualifications

3+ years of plumbing industry experience; leadership or management experience preferred.

Strong knowledge of plumbing systems, service operations, and best practices.

Experience with ServiceTitan or other field service management software.

Excellent problem-solving, communication, and customer service skills.

Ability to lead and motivate a team in a fast-paced environment.

Strong organizational and scheduling abilities.

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Preferred Skills

Experience running KPIs and performance metrics.

Training program development.

Estimating and sales experience within the plumbing or trades industry.

Ability to manage a team in a 24/7 service environment.