Residential Plumbing Service Manager

Residential Plumbing Service Manager

Roscoe Brown Inc Murfreesboro, Tennessee, United States

Residential Plumbing Service Manager

Residential Plumbing Service Manger Position Summary

Roscoe Brown is hiring a Residential Plumbing Service Manager who is responsible for leading the daily operations of the residential plumbing service department. This role provides leadership, coaching, and support to Plumbing Technicians while driving operational efficiency, revenue growth, and exceptional customer service. The Service Manager oversees technician performance, scheduling, training, quality standards, and departmental communication along with cross departmental communication to ensure company goals and customer expectations are consistently achieved.

Responsibilities include, but are not limited to:

• 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.
• Monitor technician utilization, billable hours, overtime, callback rates, and unassigned time.
• Coordinate with Dispatch, Customer Service, and Management to establish daily, weekly, and monthly booking goals.
• Maintain on-call and after-hours technician schedules to ensure appropriate emergency service coverage.
• Assist technicians with 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.
• Perform other duties as assigned.

• 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.

Physical Requirements

This position requires frequent standing, walking, climbing, bending, kneeling, reaching, and use of both fine and gross motor skills. Regular lifting and carrying of up to 30 pounds is required, with occasional lifting up to 60 pounds. The position requires frequent visual concentration, computer use, and effective verbal communication.

Work Environment

Work is performed primarily in an office and field environment with frequent interaction with employees, customers, and vendors. The role regularly requires exposure to noise, moving equipment, and changing weather conditions while visiting job sites. Occasional exposure to heat, cold, humidity, dust, uneven terrain, ladders, and construction environments should be expected.

At Roscoe Brown, our leaders make an impact every day by…