Plumbing Service Manager

Job Summary

Plumbing Service Manager Job Description

The Plumbing Service Manager is responsible for the efficient and profitable operation of the plumbing service department. This role involves overseeing all aspects of service performance, including scheduling, dispatching, customer service, technician management, and ensuring high-quality workmanship. The Service Manager will drive customer satisfaction, optimize service operations, and contribute to the overall growth of the company.

Responsibilities

• Service Operations Management:
• Oversee daily service operations, ensuring efficient scheduling and dispatching of plumbing technicians.
• Monitor and manage service calls, ensuring timely responses and resolutions.
• Develop and implement service procedures and best practices to optimize efficiency and customer satisfaction.
• Manage inventory of parts and equipment, ensuring adequate stock levels.
• Analyze service data and metrics to identify areas for improvement and implement corrective actions.
• Ensure compliance with all relevant safety regulations and company policies.
• Work with the Sales Team to manage quoted jobs. Ensure proper and appropriate manpower is applied to jobs.
• Ensure Sales Team oversight of their specific landed projects.
• Technician Management:
• Recruit, hire, train, and supervise plumbing technicians.
• Provide ongoing coaching and mentoring to technicians, improving their technical skills and customer service abilities.
• Conduct performance evaluations and provide feedback to technicians.
• Schedule and manage technician workloads, ensuring equitable distribution of service calls.
• Address and resolve technician issues and concerns.
• Customer Service:
• Ensure exceptional customer service is provided at all times.
• Handle customer inquiries, complaints, and escalations in a professional and timely manner.
• Build and maintain strong customer relationships.
• Monitor customer satisfaction levels and implement strategies to improve customer loyalty.
• Communicate with customers regarding service updates, estimates, and invoices.
• Participate in emergency on-call management.
• Financial Management:
• Develop and manage the service department budget.
• Monitor and control service costs, ensuring profitability.
• Generate and analyze financial reports, identifying trends and opportunities for improvement.
• Approve service estimates and invoices.
• Work to increase service revenue through efficient scheduling, upselling and other means.
• Sales and Business Development:
• Identify opportunities to promote and sell additional plumbing services and products.
• Develop and maintain relationships with key clients and referral sources.
• Contribute to the development of marketing and sales strategies.
• Work with sales to properly hand off potential jobs.
• Administrative Duties:
• Maintain accurate service records and documentation.
• Prepare and submit reports as required.
• Manage service contracts and warranties.
• Utilize software to manage service calls, technicians, and customer records.
  
  

Qualifications

• Proven experience in plumbing service management or a related field.
• Strong knowledge of plumbing systems, codes, and regulations.
• Excellent leadership, communication, and interpersonal skills.
• Strong customer service orientation.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in using service management software and other relevant technology.
• Strong problem-solving and decision-making abilities.
• Valid driver's license.
• Plumbing license strongly preferred.
• Business management or related education preferred.
  
  

Key Competencies

• Leadership
• Team Building
• Customer Focus
• Problem Solving
• Communication
• Time Management
• Technical Expertise
• Financial Acumen
• Organizational Skills.