What are the responsibilities and job description for the Service Manager - Plumbing position at Black Diamond Experts?
Black Diamond Experts is a proud and growing local Utah based residential service company. Our strengths are Electrical, Plumbing, and HVAC. Our goal is to continue dominating Utah’s market by servicing the Wasatch Front while maintaining a happy and loyal customer base. Our priority is taking care of our employees who are our biggest assets.
As a Plumbing Service Manager, you'll oversee daily operations for the service department, coaching technicians and stepping in on complex diagnostic situations when your team needs backup. You'll keep the department running efficiently while making sure every job meets code and every customer walks away satisfied.
- Lead, coach, mentor, recruit, and train plumbing service technicians, conducting team meetings, ride-alongs, and coaching sessions
- Oversee scheduling, routing, and daily assignments, coordinating with dispatch on parts and recall tracking
- Provide technical support and guidance for complex diagnostic and repair situations
- Ensure technicians process payments, use required PPE, and comply with plumbing codes and safety standards
- Handle escalated customer concerns and review technician recommendations, estimates, and invoices for accuracy
- Monitor performance metrics, departmental profitability, and job costing, preparing reports and recommendations for leadership
- Weekly pay with incentives and bonuses
- 401(k) retirement with company match
- Holiday pay, vacation pay, & paid time off
- Company events & parties
- Health benefits including medical, dental, vision, life insurance, & long and short-term disability insurance
- High school diploma or equivalent required
- Associate's or Bachelor's degree in Business, Management, or related field preferred
- 5 years of plumbing service experience, with at least 2 years in a leadership or supervisory role
- Journeyman or Master Plumbing license preferred (may vary by state)
- Valid driver's license with clean driving record required
- Strong technical knowledge of plumbing systems, diagnostics, and repair practices
- Proven leadership, coaching, and team development skills
- Excellent communication, customer service, and problem-solving abilities
- Proficiency with ServiceTitan or similar field/service management software preferred
- Occasional lifting up to 50 lbs, bending, kneeling, and working in confined spaces during field support
- Primarily office-based with frequent field visits and technician ride-alongs
- May require evenings, weekends, or overtime to meet customer and operational needs
Ability to pass background check and drug screening