What are the responsibilities and job description for the Plumbing Installation and Service Manager position at The Goat Plumbing Air & Electric LLC?
The GOAT Plumbing Air and Electric, LLC is seeking an experienced, results-driven Plumbing Installation and Service Manager to lead our plumbing service and installation operations.
This individual will be responsible for overseeing daily field operations, developing and mentoring plumbing installers and technicians, driving revenue growth, maintaining exceptional customer service standards, and ensuring operational efficiency.
The ideal candidate is a hands-on leader who understands both the technical and business sides of the plumbing industry. We are looking for someone who can motivate a team, hold employees accountable, identify growth opportunities, and create a culture of performance, professionalism, and continuous improvement.
Key Responsibilities Leadership & Team DevelopmentLead, coach, mentor, and develop plumbing service technicians, installers, and trainees.
Establish clear performance expectations, accountability, and measurable goals.
Conduct regular team meetings, ride-alongs, coaching sessions, and performance evaluations.
Identify training needs and implement technical, customer service, and sales development opportunities.
Foster a positive, high-performance culture focused on teamwork, employee engagement, and retention.
Collaborate with Talent Acquisition and HR on workforce planning, hiring, onboarding, and employee development.
Oversee daily plumbing service, maintenance, repair, and installation operations.
Ensure proper scheduling, dispatch coordination, and efficient allocation of field resources.
Monitor job completion, technician productivity, callbacks, and service quality.
Troubleshoot complex plumbing issues and provide technical support to field technicians.
Ensure compliance with applicable plumbing codes, licensing requirements, OSHA regulations, and company safety standards.
Maintain accountability for company vehicles, tools, equipment, and inventory.
Identify and implement process improvements to increase operational efficiency and profitability.
Drive plumbing department revenue, profitability, and overall business performance.
Establish and monitor individual and team performance goals.
Track key performance indicators, including:
Revenue per technician and installer
Average ticket value
Estimate conversion and close rates
Service agreement opportunities
Technician productivity and utilization
Gross profit margins
Callback rates and customer satisfaction
Coach technicians and installers on identifying customer needs, presenting appropriate solutions, and communicating service options effectively.
Support ethical, customer-focused sales practices without compromising service quality.
Analyze department performance and implement strategies to improve results.
Partner with leadership on budgeting, forecasting, staffing, and business growth initiatives.
Ensure every customer receives professional, timely, and high-quality service.
Address escalated customer concerns and resolve service issues effectively.
Maintain consistent workmanship and service standards.
Monitor customer feedback, reviews, and satisfaction trends.
Reduce callbacks, warranty issues, and unnecessary service expenses.
Reinforce a customer-first approach built on trust, transparency, and long-term relationships.
Ensure field operations comply with applicable federal, state, and local regulations.
Promote safe work practices and conduct routine safety meetings.
Maintain proper documentation of service work, inspections, and operational activities.
Ensure technicians follow established company policies, procedures, and professional standards.
Address performance or conduct concerns promptly in partnership with HR.
Required
5 years of plumbing industry experience, including residential service and/or installation.
2 years of supervisory or management experience leading plumbing technicians or field service teams.
Strong technical understanding of plumbing systems, diagnostics, repairs, installations, and applicable codes.
Demonstrated ability to coach technicians and improve operational performance.
Experience managing revenue goals, productivity, and departmental KPIs.
Strong communication, leadership, problem-solving, and organizational skills.
Ability to manage competing priorities in a fast-paced service environment.
Valid driver's license and acceptable driving record, consistent with company insurance requirements.
Preferred
Experience managing residential plumbing operations in a high-volume home services environment.
Familiarity with ServiceTitan or comparable field service management software.
Experience with flat-rate pricing, service agreements, and customer-focused sales processes.
Journeyman or Master Plumber license, where applicable.
Experience developing training programs, career progression plans, and technician performance scorecards.
Knowledge of budgeting, labor efficiency, and departmental profitability.
Success in this position will be measured by:
Consistent achievement of departmental revenue and profitability goals.
Improved technician productivity, performance, and development.
Strong customer satisfaction and reduced callbacks.
Effective staffing, scheduling, and operational efficiency.
Increased estimate conversion through customer-focused service recommendations.
Strong employee engagement, accountability, and retention.
Compliance with company safety and quality standards.
Competitive compensation based on experience.
Performance-based incentive opportunities, if applicable.
Opportunities for professional growth and advancement.
A collaborative, growth-focused leadership team.
The opportunity to make a meaningful impact on a growing home services organization.
The GOAT Plumbing Air and Electric, LLC is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law.