Plumbing Service Manager: Lead Tech Team to Excellence

Johnson Heating, Cooling, and Plumbing; Franklin (VA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Bonus opportunities

Company vehicle

Tools provided

Paid training & development

Health, dental, and vision insurance

Paid time off

IRA

Employee discounts

Professional work environment

Growth opportunities

Job summary

Johnson Heating, Cooling and Plumbing is seeking a Plumbing Service Manager to lead our residential plumbing service team. You will drive technician development, performance, and customer satisfaction while managing department profitability.

You will coach technicians, set performance standards, monitor KPIs, and collaborate with dispatch and office staff to deliver an outstanding customer experience. Leadership comes first.

Qualifications

• 5+ years of residential plumbing experience
• Leadership or management experience in a plumbing or home-service environment
• Strong knowledge of residential plumbing systems, diagnostics, repairs, and replacements
• Ability to coach and develop technicians
• Strong understanding of plumbing service and replacement sales
• Excellent communication and customer-service skills
• Strong organizational and time-management abilities
• Ability to hold employees accountable while maintaining a positive team environment

Responsibilities

• Lead, coach, and develop a team of residential plumbing service technicians.
• Establish clear expectations for technician performance, productivity, professionalism, and customer service.
• Monitor department performance and key performance indicators to ensure goals are consistently achieved.
• Provide regular coaching, feedback, and performance evaluations to technicians.
• Ride along with technicians to evaluate performance and develop skills.
• Assist technicians with difficult technical, customer, or sales situations.
• Ensure technicians diagnose issues and present repair options to customers.
• Promote a customer-first culture focused on solving problems.
• Monitor sold work, average ticket, conversion rates, and other metrics.
• Collaborate with dispatch and office staff to maximize productivity and customer experience.
• Assist with staffing, recruiting, interviewing, and hiring plumbing technicians.
• Onboard and train new technicians; ensure safety and service standards.
• Address performance and customer-service issues promptly and professionally.
• Coordinate with other department leaders for smooth communication.
• Maintain accountability for revenue and profitability of the department.
• Identify opportunities to reduce callbacks and improve processes.
• Maintain a positive, professional, accountable department culture

Skills

Leadership

Coaching

Customer service

Communication

Time management

Decision making

Financial awareness

Team management

Job description

Johnson Heating, Cooling and Plumbing is seeking a Plumbing Service Manager to lead our residential plumbing service team. You will drive technician development, performance, and customer satisfaction while managing department profitability.

You will coach technicians, set performance standards, monitor KPIs, and collaborate with dispatch and office staff to deliver an outstanding customer experience. Leadership comes first.