Plumbing Service Manager

Location:

Randolph, MA

Job Type: Full-Time

The Plumbing Service Manager is responsible for leading the day-to-day operations of Cox Engineering’s plumbing service business. This position provides leadership and direction to plumbing technicians while ensuring work is completed safely, efficiently, and with a high level of quality and customer satisfaction.

The Service Manager partners closely with the General Manager of Plumbing to build a scalable service organization capable of supporting continued growth. Success in this role is measured by developing technicians, improving operational performance, delivering exceptional customer service, and continuously improving the systems and processes that drive the business.

• Lead the daily execution of the plumbing service operation
• Partner with the dispatch team to optimize technician scheduling, workload balancing, emergency response, and overall labor utilization
• Monitor service workload and technician capacity to ensure customer commitments are met while maximizing productivity
• Provide operational support for emergency service calls and escalated customer issues
• Ensure work orders are completed accurately, efficiently, and closed in a timely manner within Build Ops
• Support the successful execution of preventive maintenance agreements, time-and-material service, quoted repair work, and small projects
• Leadership & Team Development
• Lead, coach, and develop a team of plumbing technicians
• Conduct regular field observations and provide ongoing coaching, mentoring, and performance feedback to technicians
• Mentor apprentices and support technician career development
• Foster a culture of accountability, teamwork, professionalism, and continuous improvement
• Assist with recruiting, interviewing, onboarding, and retaining high-performing technicians
• Identify future leaders and create development opportunities within the department

• Serve as the senior technical resource for complex service issues, providing guidance and troubleshooting support to technicians
• Review challenging repair strategies and recommend practical, cost-effective solutions
• Ensure all work complies with applicable plumbing codes, safety standards, and company quality expectations
• Promote consistency in workmanship and service delivery across the department
• Customer Experience
• Develop strong relationships with customers by providing responsive, professional service
• Assist in resolving customer concerns and service escalations
• Partner with Account Managers and project teams to ensure a seamless customer experience
• Identify opportunities to improve service delivery and customer satisfaction

• Develop, implement, and continuously improve operating procedures that support a scalable service organization
• Monitor department performance using key operational metrics
• Drive improvements in productivity, efficiency, and technician utilization
• Promote a culture of safety by ensuring compliance with OSHA regulations and Cox Engineering safety policies
• Maintain accurate documentation, service records, and operational reporting

• Work with the General Manager to achieve departmental operational and financial goals
• Monitor labor productivity, overtime, equipment utilization, and operational costs
• Review service performance trends and recommend process improvements
• Support quoting and estimating efforts by providing technical guidance when needed
• Assist with budgeting, workforce planning, and resource forecasting

• 7+ years of commercial plumbing experience with progressive leadership responsibilities
• Massachusetts Journeyman or Master Plumbing License preferred
• Proven ability to lead, coach, and develop technical teams
• Strong understanding of commercial plumbing systems, troubleshooting, maintenance, and repair
• Experience managing multiple priorities in a fast-paced service environment
• Excellent communication, organization, and problem-solving skills
• Proficiency with Microsoft Office and service management software

At Cox Engineering, we are building the next generation of service leadership. This position offers the opportunity to shape a growing plumbing service organization, develop outstanding technicians, and play a key role in building scalable processes that will support the company’s long-term growth.