Plumbing Service Manager

Cox Engineering; Randolph (MA); On-site; USD 110,000 - 150,000; Full time

Job summary

Cox Engineering is seeking a Service Manager for our Randolph, MA plumbing division. You will lead day-to-day operations, guide technicians, and ensure work meets safety, quality, and customer satisfaction standards.

Work with the General Manager of Plumbing to scale the service organization, mentor apprentices, and improve processes. Strong leadership and communication are essential for success in this role.

Qualifications

• Minimum 7+ years of commercial plumbing with progressive leadership responsibilities.
• Massachusetts Journeyman or Master Plumbing License preferred.
• Proven ability to lead, coach, and develop technical teams.

Responsibilities

• Lead daily execution of the plumbing service operation.
• Coordinate with dispatch to optimize scheduling and labor utilization.
• Ensure work orders are completed accurately and closed timely in BuildOps.
• Develop technicians and mentor apprentices for career growth.
• Maintain safety and compliance with plumbing codes and company policies.
• Deliver responsive, professional customer service and resolve escalations.

Skills

Leadership

Coaching

Team development

Communication

Problem solving

Education

Massachusetts Journeyman or Master Plumbing License

Tools

Service management software

Microsoft Office

Job description

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.

Key Responsibilities

Service Operations

• 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 BuildOps
• 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

Technical Leadership

• 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

Operational Excellence

• 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

Financial & Business Support

• 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

Qualifications

• 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

Why Join Cox Engineering

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 inbuilding scalable processes that will support the company’s long-term growth.