Service Manager

Crystal Water Plumbing; Hagerstown (MD); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Performance bonuses

Paid vacation time

401k program

Advancement opportunities

Job summary

Crystal Water Plumbing in Maryland is seeking a Service Manager to lead the service department, supervise technicians, and deliver outstanding customer experiences.

You will optimize schedules, handle escalated issues, ensure compliance with codes, and collaborate with office staff to drive growth and efficiency. A proven leadership track and strong communication are required.

Qualifications

• 3+ years in a service management or supervisory role in plumbing or home services.
• Strong leadership, communication, and problem-solving skills.
• Ability to motivate and develop technicians.
• Experience with scheduling/dispatch software is a plus.
• Customer-focused mindset with commitment to quality and professionalism.
• Knowledge of local plumbing codes and industry best practices.

Responsibilities

• Supervise and support service technicians, providing coaching, training, and performance feedback.
• Oversee scheduling, dispatch, and job assignments to maximize efficiency and customer satisfaction.
• Handle escalated customer inquiries and complaints, ensuring prompt and professional resolution.
• Monitor service quality, review completed jobs, and implement improvements as needed.
• Track department metrics (e.g., sold hours, revenue goals, customer satisfaction scores).
• Assist with hiring, onboarding, and ongoing training of service team members.
• Ensure compliance with company SOPs, safety standards, and local plumbing codes.
• Collaborate with office staff and other managers to optimize workflow and communication.
• Participate in regular management meetings and contribute to company growth initiatives.

Skills

Leadership

Communication

Problem-solving

Customer focus

Tools

Field Pulse

Job description

About Crystal Water Plumbing

Crystal Water Plumbing is a fast-growing, customer-focused plumbing company dedicated to delivering 5-star service, quality workmanship, and transparent pricing. We serve residential and commercial clients with a complete range of plumbing and gas fitting solutions.

Position Overview

The Service Manager is responsible for overseeing the daily operations of the service department, ensuring top-quality customer experiences, and leading a team of service technicians. This key leadership role involves managing schedules, resolving escalated customer issues, maintaining high service standards, and supporting technician development and performance.

Key Responsibilities

• Supervise and support service technicians, providing coaching, training, and performance feedback.
• Oversee scheduling, dispatch, and job assignments to maximize efficiency and customer satisfaction.
• Handle escalated customer inquiries and complaints, ensuring prompt and professional resolution.
• Monitor service quality, review completed jobs, and implement improvements as needed.
• Track department metrics (e.g., sold hours, revenue goals, customer satisfaction scores).
• Assist with hiring, onboarding, and ongoing training of service team members.
• Ensure compliance with company SOPs, safety standards, and local plumbing codes.
• Collaborate with office staff and other managers to optimize workflow and communication.
• Participate in regular management meetings and contribute to company growth initiatives.

Qualifications

• 3+ years of experience in a service management or supervisory role (plumbing or home services preferred).
• Strong leadership, communication, and problem-solving skills.
• Proven ability to motivate and develop technicians.
• Experience with scheduling/dispatch software (Field Pulse or similar a plus).
• Customer-focused mindset with a commitment to quality and professionalism.
• Knowledge of local plumbing codes and industry best practices.
• Valid driver’s license; able to pass background check.

Compensation & Benefits

• Competitive salary plus performance bonuses.
• Paid vacation and sick leave.
• 401k, training, and opportunities for advancement.
• Supportive, team-oriented company culture.