Residential Plumbing Service Manager

Essential Duties and Responsibilities

• Lead, motivate, and develop Residential Plumbing Technicians and Helpers.
• Partner with Human Resources in the recruitment, interviewing, hiring, and performance management of plumbing team members.
• Conduct regular one-on-one coaching sessions and performance evaluations.
• Recommend promotions, wage adjustments, and development opportunities based on performance.
• Identify training needs and coordinate technical, safety, and manufacturer training programs.
• Ensure all technicians maintain required certifications and remain technically proficient.
• Foster a positive, accountable, and team-oriented work environment.
• Oversee daily plumbing service operations to ensure efficient scheduling and timely customer service.
• Maintain on-call and after-hours technician schedules to ensure appropriate emergency service coverage.
• Absorb pricing, estimates, repair options, parts inquiries, and material availability.
• Ensure work orders are completed accurately, billed appropriately, and all required permits and inspections are documented.
• Track and manage departmental Key Performance Indicators (KPIs).
• Review individual performance metrics with technicians and establish goals for continued improvement.
• Maximize departmental revenue by improving technician productivity and billable time.
• Promote accessory sales and ensure technicians are trained on new products and technologies.
• Support the growth of the company's Plumbing Maintenance Agreement program by monitoring sales performance and partnering with the Maintenance Coordinator.
• Maintain clear communication between Plumbing Technicians, Dispatch, Customer Service, Comfort Advisors, Warehouse personnel, and company leadership.
• Participate in leadership meetings and contribute to company initiatives.
• Work collaboratively with the leadership team to develop and implement departmental training objectives.
• Promote Roscoe Brown's Core Values through daily leadership and community involvement.
• Ensure compliance with OSHA, TOSHA, and all applicable safety regulations.
• Monitor truck inventory, cleanliness, attendance, punctuality, and departmental standards.
• Promote safe work practices and ensure company policies are consistently followed.
• Serve as a member of the L5 Leadership Team.
• Participate in community and business events representing Roscoe Brown.

Qualifications

• Minimum of 5 years of residential and/or commercial plumbing experience, supervisory experience, or a combination of both.
• Strong leadership and team development skills.
• Excellent verbal and written communication skills.
• Computer proficiency including Microsoft Office (Excel, Outlook, Word) and Apple mobile devices.
• Strong organizational, problem-solving, and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• High level of professionalism, integrity, and accountability.
• Backflow Certification.