Plumbing Service Manager

Main Duties

• Customer & Relationship Management
• Build and maintain strong relationships with commercial and industrial plumbing customers, serving as the point of escalation for service issues.
• Conduct or oversee job-site visits and quality checks on high-value or complex plumbing work.
• Partner with account managers and National Accounts (NAC) contacts to support customer retention and satisfaction targets.
• Field & Technician Development
• Hire, train, and develop plumbing technicians and apprentices; manage performance and conduct regular ride-alongs.
• Ensure technicians follow Survoy's safety standards, plumbing code requirements, and quality workmanship expectations.
• Support technician certification and licensing progression (apprentice through master plumber, as applicable).
• Operational & Revenue Performance
• Own plumbing service department revenue, margin, and labor efficiency targets; report performance against monthly and quarterly goals.
• Drive quote generation and pull-through on service and preventive maintenance work identified in the field.
• Review and approve technician-generated quotes for accuracy, pricing, and scope prior to customer presentation.
• Partner with dispatch to ensure efficient scheduling, response times, and utilization of plumbing technicians.
• People Management
• Lead weekly team meetings to review safety, performance metrics, open jobs, and customer feedback.
• Manage technician scheduling, PTO, and on-call rotation for plumbing service coverage.
• Address performance issues, conduct evaluations, and support compensation and bonus programs in partnership with HR.
• Administrative & Reporting
• Maintain accurate work order documentation, job costing, and closeout records in Service Titan.
• Prepare and present exception-based performance updates, highlighting wins, constraints, and asks.
• Ensure compliance with permitting, code inspections, and required plumbing documentation for all jobs.

Requirements

• 10+ years of commercial/industrial plumbing experience, including at least 2 years in a lead, foreman, or supervisory role.
• Journeyman or Master Plumber license (or ability to obtain within a defined timeframe, per state requirements).
• Experience with field service management software (Service Titan or similar) strongly preferred.
• Strong working knowledge of commercial plumbing systems, code requirements, and safety standards.
• Proven ability to lead, coach, and hold technicians accountable to performance and quality standards.
• Comfortable reviewing financial and operational data (revenue, margin, pull-through, utilization) and translating it into action.
• Excellent communication skills with customers, technicians, and leadership.
• Proficiency with Microsoft Excel and field service management platforms.
• Availability to respond to escalated service issues outside of standard business hours as needed.
• Ability to build a plumbing department, ground up, provided the resources and support of organization leaders.

Salary Range

$100,000 - $120,000