Service Manager

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.