Plumbing Service Manager

Description

 Plumbing Service Manager

Company: Haven Services with Atherton Plumbing
Department: Service Operations
Schedule: Monday–Thursday: 7:00 AM – 5:00 PM | Friday: 7:00 AM – 4:00 PM

Position Summary

Haven Services with Atherton Plumbing is seeking an experienced, customer-focused Service Manager to lead our Plumbing Service Department. This leadership role is responsible for overseeing daily service operations, managing technicians, improving department performance, ensuring exceptional customer experiences, and driving profitable growth.

The ideal candidate is an experienced plumbing professional with strong leadership abilities, excellent communication skills, and a passion for coaching teams while maintaining the highest standards of safety, quality, and customer satisfaction.

We offer competitive pay, outstanding benefits, and 100% employer-paid medical premiums.

Benefits You’ll Enjoy

Employment with Haven Services with Atherton Plumbing comes with excellent perks! Major health benefits are available on the first of the month following your start date. Paid Time Off, paid holidays, and 401(k) with company match begin immediately upon hire. 

What We Offer

• Competitive salary and performance-based incentives.
• Opportunities for professional growth and advancement.
• A collaborative, supportive work environment.

Comprehensive benefits package:

• Medical Insurance choice of HDHP with HRA & HSA or PPO - Company offers 100% coverage of Employee's  HDHP Premium!
• Dental and Vision Insurance
• Company provided Life and Disability Insurance
• 401(k) with Employer Match
• Employee Assistance Program
• Paid Time Off, Paid Holidays, floating holidays

Key Responsibilities

Leadership & Team Management

• Lead, coach, mentor, and develop service technicians and apprentices.
• Recruit, interview, hire, onboard, evaluate, discipline, and recognize team members.
• Conduct regular one-on-one meetings, ride-alongs, and performance reviews.
• Facilitate weekly team meetings focused on safety, technical development, customer service, and company initiatives.
• Foster a positive, accountable, and team-oriented culture.

Operations Management

• Direct the day-to-day operations of the Service Department.
• Coordinate technician scheduling with dispatch to maximize efficiency and customer satisfaction.
• Ensure technicians are assigned based on skill level, certifications, and workload.
• Monitor job progress to ensure work is completed safely, efficiently, and on schedule.
• Ensure materials, equipment, and tools are available before scheduled jobs.

Requirements

Customer Experience

• Respond promptly and professionally to customer concerns and escalated service issues.
• Ensure every customer receives exceptional service from first contact through project completion.
• Maintain high customer satisfaction and encourage positive online reviews and referrals.
• Build lasting customer relationships that strengthen the company's reputation.

Performance & Financial Management

• Review technician estimates, invoices, and completed work for quality, accuracy, and profitability.
• Monitor daily, weekly, and monthly KPIs including:
  • Revenue
  • Average ticket
  • Close rate
  • Membership sales
  • Customer satisfaction
  • Callbacks
  • Technician productivity
• Develop action plans to improve departmental performance.
• Support annual revenue growth goals while maintaining strong profit margins.

Quality Assurance

• Conduct routine field visits and job-site inspections.
• Ensure all work meets company standards, plumbing codes, and safety regulations.
• Minimize callbacks through coaching and quality control.
• Continuously improve service processes and operational efficiency.

Training & Development

• Develop ongoing technical and customer service training programs.
• Keep technicians current on industry standards, products, safety procedures, and company expectations.
• Identify high-potential employees and assist with career development.

Fleet & Inventory Management

• Oversee company service vehicles to ensure proper maintenance, cleanliness, organization, and inventory.
• Monitor tools, equipment, and material usage to improve efficiency and reduce waste.
• Administrative Responsibilities
  • Approve technician timecards.
  • Review and process work orders, invoices, warranties, purchase orders, and inventory records.
• Ensure documentation is completed accurately and on time.
• Maintain compliance with company policies and safety standards.

Qualifications

Required

• High School Diploma or GED.
• 5–7 years of plumbing industry experience.
• Minimum of 2 years of leadership or supervisory experience.
• Strong residential and commercial plumbing knowledge.
• Excellent leadership, coaching, and team-building skills.
• Outstanding customer service and communication abilities.
• Strong problem-solving and conflict-resolution skills.
• Highly organized with excellent time-management skills.
• Proficient with Microsoft Outlook, Word, Excel, and service management/dispatch software.

Preferred

• Journeyman or Master Plumber License (preferred but not required).
• Experience with ServiceTitan or similar field service software.
• Experience managing KPIs and departmental budgets.
• Sales coaching experience within a residential service environment.

If you’re looking for an opportunity to learn, grow, and be part of a company that invests in its people, we’d love to connect with you.

Employees must be able to pass pre-employment screening including a background, motor vehicle check and drug screening. Maintaining eligibility to operate company vehicles is a fundamental job requirement. All employees that operate company vehicles must maintain their driving record as insurable under the company’s vehicle insurance provider. 

 EOE/AAP/M/F/V/D/SO