Service Manager

Plumbingbycovenant; Bloomington (IL); On-site; USD 70,000 - 90,000; Full time

Job summary

Plumbingbycovenant is looking for a Service Manager in Bloomington, Illinois to lead the Plumbing Service Department. This role involves managing daily operations, mentoring technicians, and ensuring high-quality customer service throughout the organization.

The ideal candidate will have a background in construction management or business administration and significant experience in operations and leadership. A commitment to service excellence and the ability to drive departmental performance are essential for success in this position.

Qualifications

• 5+ years of trades or equivalent experience required.
• Strong operational leadership skills.
• Experience managing operational KPIs.

Responsibilities

• Lead and mentor service technicians to achieve performance goals.
• Manage daily operations for efficiency and profitability.
• Ensure service meets quality standards and customer satisfaction.

Skills

Leadership

Team mentorship

Financial acumen

Customer service

Operational management

Education

Bachelor’s degree in Management

Job description

The Service Manager leads the Plumbing Service Department at Covenant Plumbing, ensuring efficient operations, strong team performance, and exceptional customer service. This role is responsible for developing technicians, managing daily service operations, and driving departmental performance through clear expectations, coaching and accountability. The Service Manager works closely with dispatch, customer service and leadership to deliver consistent five‑star service while achieving revenue, efficiency and profitability goals.

Duties & Responsibilities

Team Leadership & Technical Development

• Partner with ownership to develop and execute strategic plans that support company growth, operational excellence and long-term profitability.
• Lead, mentor and coach service technicians to achieve individual and team performance goals.
• Conduct weekly one‑on‑one meetings with technicians to review KPIs, productivity, sales performance and development goals.
• Lead regular training sessions focused on technical skills, service processes and customer experience standards.
• Perform ride‑alongs to provide coaching, evaluate technician performance and reinforce company procedures.
• Inspire a high‑performance culture focused on accountability, growth and teamwork.

Service Operations & Performance Management

• Manage daily operations of the plumbing service department to ensure efficiency and profitability.
• Use full financial scope of the job: labor costs, material usage, pricing, gross profit, callbacks and overall job performance to drive actions that ensure operational profitability.
• Monitor and hold the team accountable to key performance metrics including revenue targets, productivity and customer satisfaction.
• Conduct daily audits of invoices, job documentation and service checklists to ensure quality and accuracy.
• Perform regular truck inspections and ensure proper van inventory management.
• Support technicians in troubleshooting complex service issues when needed.
• Coordinate with dispatch and customer service teams to ensure schedules, job expectations and service goals are aligned.

Customer Experience & Department Growth

• Ensure all service work meets company quality standards, safety requirements and customer satisfaction expectations.
• Address and resolve escalated customer concerns in a professional and timely manner.
• Support recruiting, hiring and onboarding of service technicians and apprentices.
• Identify opportunities to improve team performance, operational efficiency and service processes.
• Reinforce Covenant Plumbing’s core values and service standards in all customer interactions.

Requirements

• Bachelor’s degree in Construction Management, Business Administration, Management or equivalent, preferred.
• 5+ years of trades or equivalent experience, required.
• Prior leadership or supervisory experience, preferred.
• Strong operational leadership with the ability to translate strategic plans into actionable processes.
• Experience managing operational KPIs and driving measurable business performance.
• Financial acumen with experience managing budgets, operational costs and profitability metrics.
• Strong decision‑making ability with confidence to lead operational initiatives.
• Skilled at addressing difficult conversations with employees and customers in a calm, professional and solutions‑oriented way that maintains trust and accountability.