Plumber Service Manager at Apollo Home Services

Compensation: $100,000–$150,000 Total Compensation, DOE |
Job Type: Full-time |
Location: Portland Metro / Troutdale, OR

We are dedicated to being the most sought after service provider in the Portland Metro area. Our vision is to set the industry standard and be the trendsetter, inspiring competitors to reach for our level of excellence.

Our success is intertwined with yours, as we believe in mutual financial growth. We are committed to equipping, empowering, and supporting our team members to achieve the highest standards of service and professionalism. By investing in our employees, we are investing in the success of our company.

At Apollo Plumbing, Heating & Air Conditioning, our goal is not only to provide exceptional services but also to improve the quality of life for both our employees and customers. We strive to create a positive impact on everyone we interact with, ensuring that both our team members and clients experience the highest level of satisfaction and well-being.

We are looking for an experienced Service Manager to lead, coach, and develop our plumbing service team while driving strong customer experiences, technician performance, and department growth.

This is a hands-on leadership and operations role for someone who knows how to lead service technicians, develop people, manage performance, and improve the overall operation of a service department.

You'll work closely with technicians through ride-alongs, field coaching, KPI reviews, one-on-ones, and performance management while partnering with dispatch and company leadership to improve efficiency, customer experience, and department results.

Plumbing, HVAC, electrical, or other residential home-services leadership experience is strongly preferred, but you do not need to be a plumber to be successful in this role. We're looking for a strong people leader who understands residential service operations and knows how to build a high-performing team.

• Lead, coach, and develop plumbing service technicians

• Conduct regular one-on-one meetings, coaching sessions, and performance reviews

• Conduct ride-alongs and field coaching to support technician development

• Identify training needs and partner with senior technicians and leadership to address technical development

• Recruit, interview, onboard, and develop service team members

• Establish clear expectations and hold technicians accountable to company standards

• Foster a culture of teamwork, accountability, professionalism, and continuous improvement

• Monitor technician KPIs, productivity, revenue, and overall performance

• Use Service Titan reporting and other company systems to identify trends and opportunities

• Track metrics such as average ticket, conversion, maintenance agreements, callbacks, productivity, and technician efficiency

• Develop coaching plans to improve individual and team performance

• Review job quality, customer feedback, and technician results

• Identify opportunities to improve service processes and profitability

• Help resolve escalated customer concerns and service issues

• Ensure customers receive exceptional service and communication

• Coach technicians on building trust and delivering a professional customer experience

• Support technicians in identifying appropriate repair, replacement, and maintenance opportunities

• Help maintain consistent customer service standards from the initial call through job completion

• Partner with dispatch and customer service to maximize technician utilization

• Monitor service capacity, scheduling, and staffing needs

• Help improve daily service operations, communication, and workflow

• Support inventory, vehicle, and equipment management

• Ensure technicians follow company policies, safety standards, and applicable codes

• Partner with leadership on operational planning and department goals

• Support growth in service revenue and maintenance agreements

• Identify opportunities to improve efficiency, profitability, and customer retention

• Assist leadership with forecasting, budgeting, and department planning

• Use performance data and KPIs to make informed operational decisions

• Help develop processes that allow the service department to grow successfully

• Proven experience leading, coaching, and developing service technicians or field employees

• Previous Service Manager, Operations Manager, Field Supervisor, Service Supervisor, or similar leadership experience…