Our business is growing! We’re a small, family owned company that specializes in plumbing leak detection using cutting edge technology. We are looking for an experienced Service Manager to lead and oversee our plumbing division with a focus on exceptional customer care. In this role, you'll manage a team of technicians, ensure high-quality service delivery, and drive operational efficiency. The ideal candidate is both technically skilled and people-oriented, with strong leadership capabilities and a deep understanding of plumbing systems, codes, and safety regulations. This person will act as a key interface between the customer, the technical team, and senior managment.
Key Responsibilities
- Develop, implement, and refine department processes and policies to enhance operational efficiency, quality of work, and profitability.
- Maximize efficiency by tracking and analizing KPIs (such as technician productivity, labor efficiency, customer satisfaction scores, and departmental profitability) to improve operational efficiency and team productivity
- Manage department budgets; P&L responsibility for the department, including developing budgets, managing expenses, and analyzing financial performance to meet or exceed targets
- Critical role in interfacing with customer; champion and enforce superior customer service standards understanding their needs and acting as the final point of escalation for complex customer issues, ensuring timely and satisfactory resolutions
- Work closely with the Marketing department to drive business growth; formulate and execute innovative strategies aimed at growing the business and expanding the customer base through targeted marketing and retention efforts
- Identify, analize and resolve issues/conflicts with the service team; identify and resolve inter-departmental conflicts or workflow bottlenecks that may impact service delivery or customer service
Qualifications
- Strong leadership and customer management abilities
- Proven work experience of at least 3-5 years, in a trade industry preferred (Plumbing / HVAC / Mechanical / Utility Surveying)
- Business degree or relevent professional qualification / certification preferred
- Work experience in strategic planning and business development
- Exceptional organizational and multi-tasking skills
- Advanced trouble shooting skills
- Excellent verbal and written communication skills
- Experience using ServiceTitan field service management / operating system preferred
This is a full-time position with salary based pay. Compensation is commensurate with experience and qualifications. We are an equal opportunity employer.