Service Manager

Service Manager - Commercial Plumbing

The Service Manager leads the commercial plumbing service department and is responsible for its overall performance and profitability. This role oversees field service operations, supervises service technicians, coordinates dispatch activities, and manages customer relationships to ensure high-quality service delivery. The Service Manager drives service sales growth, maintains strict safety and quality standards, and ensures all service work is completed safely, efficiently, and in accordance with company policies while delivering exceptional customer service.

Responsibilities:

• Provide overall leadership and direction for the commercial plumbing service department to ensure strong operational performance and profitability.
• Oversee and support service technicians in the field, ensuring they have the resources, guidance, and information needed to complete work safely and efficiently.
• Coordinate dispatch activities to schedule and assign service calls, ensuring timely response and optimal use of labor and resources.
• Manage and strengthen customer relationships by providing responsive communication, addressing concerns, and ensuring a high level of customer satisfaction.
• Drive service sales growth by identifying opportunities, supporting estimation efforts, and promoting additional services that meet customer needs.
• Ensure all service work, including troubleshooting, repair, installation, and maintenance, is performed in accordance with company standards and industry best practices.
• Monitor and control departmental financial performance, including revenue, costs, and profitability, and take corrective actions when needed.
• Oversee quality control processes to ensure that all completed work meets or exceeds company and customer expectations.
• Promote and enforce safety compliance across all service activities, ensuring adherence to safety policies, procedures, and regulatory requirements.
• Support accurate estimation of plumbing service work by reviewing scopes, evaluating labor and material needs, and providing technical input.
• Collaborate with internal teams to improve service processes, enhance efficiency, and resolve operational challenges.
• Maintain up-to-date knowledge of commercial and industrial plumbing service operations and apply this expertise to improve department performance.

Essential

Skills:

• Proven experience in commercial and industrial plumbing service operations.
• Strong troubleshooting skills for plumbing systems in commercial and industrial environments.
• Hands-on experience with field service activities, including repair, maintenance, and installation of plumbing systems.
• Demonstrated ability to provide high-quality customer service and maintain strong customer relationships.
• Experience overseeing service technicians and coordinating service activities in the field.
• Ability to support and review service estimations for plumbing projects and repairs.
• Washington State Journeyman Plumber License.
• Strong understanding of safety practices and compliance requirements in plumbing service operations.
• Ability to manage departmental performance with a focus on efficiency, quality, and profitability.

Additional Skills &

Qualifications:

• Experience leading or supervising a commercial plumbing service team.
• Experience in service sales growth, including identifying opportunities and supporting upsell of services.
• Familiarity with dispatch coordination and scheduling in a service-focused environment.
• Strong organizational and time management skills to balance multiple service calls and priorities.
• Effective communication skills for interacting with technicians, customers, and internal stakeholders.
• Attention to detail in quality control and adherence to company standards.

Why Work Here?

You will join a service-focused organization that values quality workmanship, safety, and customer satisfaction. The company emphasizes operational excellence and provides the opportunity to lead a key department with a direct impact on performance and growth. You will work in an environment that supports professional development, encourages initiative, and recognizes strong leadership in service operations.

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