Service Manager

Burke Plumbing and Heating; Norton (VA); On-site; USD 85,000 - 110,000; Full time

Job summary

Burke Plumbing and Heating is seeking a Service Operations Manager to lead HVAC, plumbing, and electrical field personnel. You will report to the President and oversee the Service Coordinator and Field Technicians, driving operational efficiency, training, safety, and exceptional customer experience.

You will develop SOPs, conduct quality audits, manage fleet and resources, and mentor apprentices while ensuring code compliance and revenue growth.

Qualifications

• 7+ years in HVAC, plumbing, electrical, or home services.
• 3+ years supervising field personnel and leading service operations.
• Applicable trade licenses and certifications are a plus.
• Split between an office setting and a fast-paced field environment.
• Strong leadership with accountability and customer focus.

Responsibilities

• Direct day-to-day HVAC, plumbing and electrical field operations.
• Develop, implement, and enforce SOPs for consistency and quality.
• Conduct field inspections, ride-alongs, and post-job audits.
• Allocate field resources and maximize technician utilization.
• Ensure on-time project delivery and revenue growth.
• Coach and develop apprentices; coordinate licensing/certifications.
• Enforce OSHA safety policies and code compliance.
• Monitor fleet readiness, GPS tracking, and fuel usage.
• Drive labor planning and staffing to support company growth.

Skills

Leadership

Conflict resolution

Accountability

Customer escalations

HVAC knowledge

Plumbing systems

Electrical systems

Education

Associate or Bachelor’s degree in Business

Construction Management

Mechanical Systems

Tools

Microsoft Office

Google Workspace

ServiceTitan

Job description

Job Summary:
The Service Operations Manager leads all HVAC, plumbing, and electrical field personnel. Reporting directly to the President, this role oversees the Service Coordinator, Dispatcher, and Field Technicians. The primary focus is driving operational efficiency, training and workforce development, safety/code compliance, jobsite quality audits, revenue growth, and exceptional customer experience.
Key Duties & Responsibilities
Operations & SOPs:

• Direct day-to-day HVAC

• Plumbing and electrical field operations

• Develop, implement, and enforce standard operating procedures (SOPs) to ensure consistency.
  Quality Audits:

• Conduct routine field inspections.

• Ride-alongs.

• Post-job audits to maintain workmanship standards and minimize warranty callbacks.
  Project & Resource Management:

• Allocate field resources efficiently to meet project demands.

• Maximize technician utilization.

• Guarantee successful project delivery.
  Workforce Development & Performance
  Training & Mentorship:

• Oversee apprentice progression.

• Coordinate licensing/certifications.

• Providing ongoing technical.

• Safety.

• Customer service coaching.
  Capacity Planning:

• Establish performance standards (KPIs).

• Benchmark technician productivity.

• Manage labor planning/staffing levels to support company growth.
  Safety & Compliance:

• Enforce OSHA regulations and company safety policies.

• Manage municipal relationships.

• Permit fulfillment.

• Code compliance.
  Fleet Management:

• Monitor vehicle readiness.

• GPS tracking.

• Fuel consumption, and asset care.

• Assist with long-term fleet lifecycle planning.
  Financial Performance:

• Drive strategies to meet labor productivity.

• Revenue goals.

• Gross profit targets.
  Requirements, Skills, & Abilities
  Leadership:

• Proven ability in team building.

• Conflict resolution.

• Accountability.

• Customer escalations.
  Technical Savvy:

• Strong knowledge of HVAC.

• Plumbing, and/or electrical systems.

• Building codes.

• Safety compliance.
  Systems:

• Proficient in Microsoft Office Suite.

• Google Workspace.

• ServiceTitan experience is highly preferred.
  Education & Experience:

• Associate or Bachelor’s degree in Business, Construction Management, Mechanical Systems, or related field preferred.

• 7+ years in HVAC, plumbing, electrical, or home services.

• 3+ years supervising field personnel and leading service/installation operations.

• Applicable trade licenses and certifications are a plus.
  Physical Requirements & Working Conditions:

• Split between an office setting and a fast-paced field environment.

• Frequent driving/traveling between jobsites; walking and inspecting indoor/outdoor jobsites in varying weather conditions.

• Ability to lift and carry tools, materials, and equipment as necessary.