Service Manager

Western Mechanical Contractors

Kent (WA)

On-site

USD 120,000 - 130,000

Full time

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Job summary

Western Mechanical Contractors in Kent, Washington is seeking a Service Manager to lead the commercial plumbing service department, drive profitability, and ensure safety and quality across all field operations.

You will oversee service technicians, dispatch, customer relationships, service sales growth, and compliance with OSHA and company standards while delivering exceptional customer service to property managers, general contractors, and industrial clients.

Qualifications

5+ years of commercial plumbing service experience.
3+ years of supervisory or management experience.
Strong knowledge of commercial plumbing systems and maintenance.
Experience managing service technicians and dispatch operations.
Ability to read plans, specifications, and service documentation.
Strong budgeting and financial management skills.
Excellent customer service and communication skills.
Proficiency with service management software and Microsoft Office products.
Valid driver's license and acceptable driving record.

Responsibilities

Lead, supervise, coach, and develop service technicians and service coordinators.
Manage daily service operations and technician scheduling; ensure efficient dispatch.
Develop and maintain relationships with property managers, facility managers, general contractors, and commercial clients.
Review estimates, proposals, and maintain maintenance agreement opportunities.
Identify and pursue additional service and project opportunities with existing customers.
Monitor department sales, labor productivity, and profitability.
Review technician labor utilization and billable hours.
Manage department budgets and operating costs.
Review pricing, markup, and gross profit performance.
Assist with forecasting manpower and revenue projections.
Ensure accurate billing and timely completion of work orders.
Address customer complaints, including issues with billing

Skills

Commercial plumbing experience

Supervisory experience

Plumbing systems knowledge

Dispatch operations management

Reading blueprints and specs

Budgeting and financial management

Customer service and communication

Service management software

MS Office proficiency

Driving license

Tools

Service management software

Microsoft Office

Job description

Service Manager

Western Mechanical Contractors Kent, Washington, United States

About this position

Position Summary

The Service Manager is responsible for the overall leadership, performance, and profitability of the commercial plumbing service department. This position oversees service technicians, dispatch coordination, customer relationships, service sales growth, safety compliance, quality control, and departmental financial performance. The Service Manager ensures that all service work is completed safely, efficiently, profitably, and in accordance with company standards while delivering exceptional customer service.

Essential Duties and Responsibilities

Leadership & Team Management

Lead, supervise, coach, and develop service technicians and service coordinators.
Conduct regular team meetings and safety meetings.
Establish performance expectations and accountability standards.
Participate in recruiting, hiring, onboarding, and training service personnel.
Conduct employee evaluations and provide ongoing coaching.
Promote a positive, professional, and safety-focused culture.

Service Operations

Manage daily service operations and technician scheduling.
Ensure efficient dispatching and routing of service technicians.
Monitor workload distribution and staffing requirements.
Review completed work orders for accuracy, completeness, and profitability.
Ensure service calls are completed according to company standards.
Resolve field issues and provide technical support to technicians as needed.

Customer Relations

Develop and maintain strong relationships with property managers, facility managers, general contractors, and commercial clients.
Respond to customer concerns and service escalations.
Conduct customer follow-up to ensure satisfaction.
Identify opportunities for additional service work, preventive maintenance agreements, and capital improvement projects.
Represent the company in a professional manner at all times.

Sales & Business Development

Assist in growing service department revenue.
Review and approve service estimates and proposals.
Develop maintenance agreement opportunities.
Identify and pursue additional service and project opportunities with existing customers.
Support company business development initiatives.
Monitor department sales, labor productivity, and profitability.
Review technician labor utilization and billable hours.
Manage department budgets and operating costs.
Review pricing, markup, and gross profit performance.
Assist with forecasting manpower and revenue projections.
Ensure accurate billing and timely completion of work orders.
Address customer complaints, including issues with billing

Safety & Compliance

Enforce company safety policies and procedures.
Ensure compliance with OSHA, Washington State L&I, and company safety requirements.
Conduct jobsite audits and safety observations.
Investigate incidents and implement corrective actions.
Maintain appropriate service vehicle, equipment, and tool programs.

Quality Assurance