Plumbing Service Manager

About the role

Johnson Heating, Cooling and Plumbing is looking for an experienced and motivated Plumbing Service Manager to lead our residential plumbing service team. We are looking for a strong leader who understands the plumbing industry, knows how to develop technicians, and is passionate about delivering an exceptional customer experience. The Plumbing Service Manager will be responsible for the day-to-day leadership of the plumbing service department, including technician performance, customer satisfaction, operational efficiency, sales performance, and department profitability.

Responsibilities

• Lead, coach, and develop a team of residential plumbing service technicians
• Establish clear expectations for technician performance, productivity, professionalism, and customer service
• Monitor department performance and key performance indicators to ensure goals are consistently achieved
• Provide regular coaching, feedback, and performance evaluations to technicians
• Ride along with technicians when appropriate to evaluate performance, provide coaching, and help develop technical and customer-service skills
• Assist technicians with difficult technical, customer, or sales situations
• Ensure technicians are properly diagnosing plumbing issues and presenting customers with appropriate repair and replacement options
• Promote a customer-first culture focused on solving problems rather than simply completing service calls
• Monitor sold work, average ticket, conversion rates, callback rates, and other department performance metrics
• Work closely with dispatch and office personnel to maximize technician productivity and provide an excellent customer experience
• Help maintain appropriate staffing levels and participate in recruiting, interviewing, and hiring plumbing technicians
• Assist with onboarding and training new technicians
• Ensure technicians follow company procedures