Plumbing Service Manager

LEN THE PLUMBER LLC; Arbutus (MD); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Company vehicle

401(k) with company match

PTO and paid holidays

Disability and life insurance

Employee Assistance Program

Career growth opportunities

Job summary

Len The Plumber Heating & Air is seeking an experienced Plumbing Service Manager to lead a high-performing residential plumbing team in Halethorpe, MD. This hands-on leadership role drives revenue, field performance, and customer satisfaction while coaching technicians and coordinating with dispatch and branch leadership.

You’ll oversee daily operations, ensure safety and code compliance, and support recruiting, onboarding, and ongoing development to sustain service excellence and company growth.

Qualifications

• Minimum of 3 years of plumbing leadership, supervisory, or management experience within a residential plumbing service environment is required.
• Strong understanding of residential plumbing service operations, technician performance, and customer service best practices.
• Proven ability to lead, motivate, coach, and develop field service technicians in a performance-driven environment.
• Experience with field service management software; ServiceTitan strongly preferred.
• Proficiency with Microsoft Office, including Excel, Outlook, and reporting tools.

Responsibilities

• Lead, coach, and develop a team of residential Plumbing Service Technicians to achieve revenue, productivity, conversion, and customer satisfaction goals.
• Provide hands-on field coaching, technical guidance, and ongoing performance feedback to strengthen technician capabilities and service quality.
• Conduct regular ride-alongs, field visits, and team meetings to reinforce expectations, identify development opportunities, and drive accountability.
• Partner with dispatch to optimize technician scheduling, call assignments, workforce utilization, and daily service operations.
• Monitor and analyze key performance indicators (KPIs), including revenue, average ticket, close rates, productivity, and customer satisfaction.
• Identify opportunities to improve operational efficiency, service performance, profitability, and customer retention.
• Support recruiting, onboarding, training, and retention efforts to build a strong, engaged technician team.
• Oversee daily operational activities, including service ticket reviews, payroll coordination, inventory management, and field support.
• Collaborate with Branch Leadership and cross-functional teams to execute business strategies and achieve operational goals.
• Resolve escalated customer concerns professionally and efficiently while maintaining customer trust and satisfaction.
• Ensure compliance with applicable plumbing codes, safety standards, company policies, and regulatory requirements.

Skills

Plumbing leadership

Field service mgmt

KPI tracking

Revenue growth

Customer service

Team coaching

Tools

ServiceTitan

Microsoft Excel

Microsoft Outlook

Reporting tools

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Plumbing Service Manager

Plumbing Mgmt/Admin Halethorpe, MD, US

2 days ago Requisition ID: 1760

Plumbing Service Manager

Len The Plumber Heating & Air | Halethorpe, MD

Location: Halethorpe, MD
Work Type: On-Site | Full-Time
Compensation:$90,000–$110,000 Annually + Performance-Based Bonus Opportunities
Reports To: Branch Leadership

About Len The Plumber Heating & Air

At Len The Plumber Heating & Air, we're more than a home services company—we're a team of skilled professionals committed to delivering exceptional service while supporting one another's success. With a strong reputation for quality workmanship, outstanding customer service, and a culture built on teamwork, integrity, and accountability, we've become a trusted name in residential plumbing, heating, and cooling throughout the Mid-Atlantic.

We're looking for an experienced Plumbing Service Manager to lead, coach, and develop a high-performing team of residential plumbing technicians. This is a hands-on leadership opportunity for someone who understands the residential service business, enjoys developing people, and knows how to drive revenue, operational performance, and an exceptional customer experience.

Why Join Our Team?

• Performance-Based Bonuses: Bonus opportunities with additional earning potential for exceeding performance targets
• Company Vehicle: Company-provided vehicle and fuel card
• Retirement Savings: 401(k) with company match
• Paid Time Off: PTO and paid holidays
• Additional Protection: Short- and long-term disability and company-paid life insurance
• Employee Support: Employee Assistance Program (EAP)
• Career Growth: Leadership development and advancement opportunities

What You'll Do

• Lead, coach, and develop a team of residential Plumbing Service Technicians to achieve revenue, productivity, conversion, and customer satisfaction goals.
• Provide hands-on field coaching, technical guidance, and ongoing performance feedback to strengthen technician capabilities and service quality.
• Conduct regular ride-alongs, field visits, and team meetings to reinforce expectations, identify development opportunities, and drive accountability.
• Partner with dispatch to optimize technician scheduling, call assignments, workforce utilization, and daily service operations.
• Monitor and analyze key performance indicators (KPIs), including revenue, average ticket, close rates, productivity, and customer satisfaction.
• Identify opportunities to improve operational efficiency, service performance, profitability, and customer retention.
• Support recruiting, onboarding, training, and retention efforts to build a strong, engaged technician team.
• Oversee daily operational activities, including service ticket reviews, payroll coordination, inventory management, and field support.
• Collaborate with Branch Leadership and cross-functional teams to execute business strategies and achieve operational goals.
• Resolve escalated customer concerns professionally and efficiently while maintaining customer trust and satisfaction.
• Ensure compliance with applicable plumbing codes, safety standards, company policies, and regulatory requirements.
• Perform other duties as assigned.

What We’re Looking For

• Minimum of 3 years of plumbing leadership, supervisory, or management experience within a residential plumbing service environment required.
• Strong understanding of residential plumbing service operations, technician performance, and customer service best practices.
• Proven ability to lead, motivate, coach, and develop field service technicians in a performance-driven environment.
• Demonstrated success managing operational KPIs, driving revenue growth, improving productivity, and achieving business goals.
• Experience with field service management software; ServiceTitan strongly preferred.
• Proficiency with Microsoft Office, including Excel, Outlook, and reporting tools.
• Strong business acumen with an understanding of revenue drivers, labor utilization, operational efficiency, and profitability.
• Excellent communication, problem-solving, and decision-making skills.
• Ability to build strong working relationships with technicians, dispatch, branch leadership, and support teams.
• Hands-on, results-oriented leadership style with a commitment to employee development and accountability.
• Valid driver's license and driving record that meets company requirements.

Pre-Employment Requirements

Employment offers are contingent upon successful completion of applicable pre-employment screenings, including a criminal background check, drug screening, and motor vehicle record review, as required for the position and conducted in accordance with applicable federal, state, and local laws.

Len The Plumber Heating & Air is an Equal Opportunity Employer. We are committed to creating an inclusive workplace and providing equal employment opportunities to all qualified applicants without regard to any status protected by applicable law.

Disclaimer:

This job description is intended to provide a general overview of the position and is not an exhaustive list of responsibilities, qualifications, or working conditions. Duties may change based on business needs. Reasonable accommodations may be provided to qualified individuals with disabilities to perform the essential functions of the position.