Service Manager

Len the Plumber; Conshohocken (Montgomery County); On-site; USD 65,000 - 90,000; Full time

Job summary

Len the Plumber is seeking a Plumbing Service Manager to lead a dedicated team in delivering exceptional residential service. This role involves performance management, staff development, and ensuring the highest standards of customer service. Join a growing team with a competitive compensation package and a focus on excellence in the HVAC industry.

Benefits

401(k) matching

Paid time off

Comprehensive Medical, dental, and vision plans

Qualifications

• Proven record in Team Development, Sales/Operations, and Customer Service.
• Intermediate proficiency in Microsoft Office required.

Responsibilities

• Lead the Plumbing Service team to achieve productivity and performance goals.
• Conduct training and mentor technicians in the field.
• Monitor metrics and hold the team accountable for customer satisfaction.

Skills

Leadership

Customer Service

Performance Management

Coaching

Problem Solving

Education

Minimum 3 years of management/sales experience in the service industry

Tools

Microsoft Word

Excel

PowerPoint

Service Titan

Job description

Career Opportunities with Len the Plumber

Careers with Len the Plumber

Current job opportunities are posted here as they become available.

Service Manager / Leader - PLUMBING Division – Len the Plumber Heating & Air

JOIN OUR PLUMBING TEAM - HORSHAM PA 19044 Branch location

If you are experienced in Residential Service and have a positive and enthusiastic approach to customer service, we would like to talk to you.

Established team in a growing branch!

Competitive Salary & Bonus Program! Please apply today if you know how to drive KPI's and Performance!

Why Join LEN THE PLUMBER HEATING & AIR?

• Competitive Compensation: Above market compensation + lucrative bonus opportunity
• Established Excellence: Be part of a company with a long-standing reputation for quality and trust in the HVAC industry.
• Leadership Role: Make an impact by mentoring a high-performing team and driving key business results.
• Comprehensive Benefits: Medical, dental, vision, 401(k) matching, life insurance, paid time off, and more.

What You’ll Do:

As the Plumbing Service Manager, you will lead a team of skilled Service Technicians, ensuring top-notch customer service, technical excellence, and operational efficiency.

Key Responsibilities:

• Leadership & Coaching: Provide ongoing training, mentorship, and development to Service Technicians, tailoring support to individual needs.
• Performance Management: Monitor daily metrics and hold your team accountable for achieving revenue, customer satisfaction, and productivity goals.
• Operational Oversight: Collaborate with dispatch to align service calls with technician expertise, manage team schedules, and ensure optimal field coverage.
• Team Building: Recruit, train, and retain top talent, fostering a culture of collaboration, trust, and excellence.
• Customer Engagement: Resolve customer issues promptly, ensuring a seamless service experience.
• Field Support: Conduct bi-weekly site visits for quality assurance, technician engagement, and on-the-job training.
• Strategic Collaboration: Partner with branch and operations leadership to implement strategies that drive growth and efficiency.
• Technology Integration: Support technicians in using digital tools like Service-Titan for seamless operations.

If you are experienced in Residential Service and have a positive and enthusiastic approach to customer service, we would like to talk to you.

We are a NEXSTAR company, very focused on great quality HVAC work and exceptional Customer Service!

Join our growing team! Guided by values of extraordinarily reliable, same-day service and strong customer relationships, and over 30 years have grown to become one of the leading residential & commercial plumbing companies in the Mid-Atlantic region.

Job Summary/Objective:

The Plumbing Service Manager manages a team of Plumbing Service Technicians in performing residential heating, cooling, and ventilation duties while delivering outstanding quality of work, great customer service experience, and expected company productivity and performance results The Service Manager will coach service technicians and drive the team to meet departmental budgets.

Essential Job Functions:

• Work closely with the Plumbing Branch Manager to implement business strategies.
• Manage department through monitoring costs, overhead, and manpower to maintain desired Gross Profit Margins. Achieve budgeted gross margin goals on all residential plumbing service and repair jobs.
• Manage Service Technicians utilizing key metrics to drive the team to achieve company targets.
• Provide field coaching, role-playing and customer service training to Service Technicians following the Nexstar Service System process.
• Provide or schedule customized technical training to Service Technicians based on technical training proficiency and needs of each individual technician on the team.
• Recruit, retain, and train professional Service Technicians through traditional recruiting, referral, and networking efforts.
• Hold team accountable for their productivity performance (i.e. revenue, KPI’s per work order, close rate, customer satisfaction, etc.).
• Work closely with dispatchers in offering guidance in matching service calls to the right Service Technician based on technical proficiencies and key productivity metrics.
• Monitor performance of field technicians daily to achieve daily, weekly, and monthly sales performance goals.
• Manage team schedule to ensure appropriate coverage to meet ongoing customer demand
• Create and lead productive and high energy Service Tech meetings to cover relevant customer and training topics and develop technician teams appropriately.
• Manage the Service Technician payroll and payroll approval process.
• Provide digital tablet support and assistance when needed on Service Titan platform to field technicians Facilitate technician turn-in process while also ensuring proper detailing of tickets.
• Partner with operations team to ensure quarterly truck inventories are scheduled and administered while ensuring technicians are proficient in both warehouse and supply house inventory procedures Work with accounting team to address any accounts receivable issues.
• Coordinate with internal resources to ensure appropriate equipment rental, day labor, insurance inquiries, labor subcontracting, and other day to day operational needs are properly addressed.
• Manage any customer issues to full and timely resolution.
• Work closely with the Plumbing Branch Manager to implement business strategies.
• Conduct site visits and one on one time with technicians in the field on a weekly basis for quality assurance, training purposes, and to ensure technician engagement.
• Attend Daily Huddle to:
• Determine actions needed to achieve daily/weekly/monthly goal
• Communicate areas of opportunity or strength to facilitate team and branch growth
• Report on the daily performance of the team on key metrics
• Present tracking data on field training and key initiatives

Other Job Functions:

• Maintain compliance with local, state, and federal regulations (understand and abide by compliance requirements for operations).
• Ensure safety best practices are followed in the field.

Qualifications/Abilities:

• Provide leadership, mentorship and coaching to a team of Service Technicians
• Ability to mobilize a team of professional Service Technicians to drive team and branch results
• Ability to provide great customer service
• Ability to work cross-functionally in a professional and courteous manner
• Ability to solve problems and develop appropriate action plan
• Ability to manage internal resources effectively and efficiently
• Ability to hold a team accountable for results
• Ability to train a technical workforce
• Excellent business acumen
• Excellent interpersonal and communication skills
• Excellent organizational and follow-through skills
• Good understanding of inventory management and logistics
• Ability to work extended hours, weekends and holidays

Working Conditions/Physical Demands:

• Work is generally performed in an office environment.
• Ability to lift and transport up to 50 lbs.
• Ability to travel to other locations, to training sessions and/or meetings, car or air travel.

EXPERIENCE/EDUCATION:

Minimum of 3 years of proven management and/or sales experience in the service industry Proven record in; Team Development; Sales/Operations; and Customer Service Intermediate proficiency in Microsoft Word, Excel and PowerPoint applications required

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.