Service Manager - Residential Plumbing

PlumbLife Plumbing, LLC

Job Description

Service Manager – Residential Plumbing

PlumbLife Plumbing | Greater Richmond, VA

Lead a high-performing team. Drive results. Deliver peace of mind.

PlumbLife Plumbing is a growing, family-owned residential service company serving the Greater Richmond area. We’re known for professionalism, same-day service, and delivering a top-tier customer experience.

We’re looking for a Service Manager who can lead from the front—someone who thrives in a fast-paced environment, knows residential service plumbing inside and out, and can develop technicians into top performers while driving revenue and operational excellence.

What You’ll Be Responsible For Team Leadership & Performance

Lead, coach, and develop a team of service technicians and dispatch staff
Set and track daily, weekly, and monthly performance goals (revenue, average ticket, conversion rates, etc.)
Hold technicians accountable to company standards, pricing, and customer experience
Conduct weekly team meetings , ride-alongs, and performance reviews
Build a culture of professionalism, urgency, and continuous improvement

Operations & Dispatch Oversight

Oversee the daily dispatch board to maximize efficiency, revenue, and technician success
Collaborate with dispatch to prioritize high-value and urgent calls
Ensure proper job routing, technician utilization, and schedule flow throughout the day
Monitor KPIs and adjust strategy in real-time

Technical Support & Troubleshooting

Provide advanced technical support to technicians in the field
Assist with diagnosing complex plumbing issues and recommending solutions
Ensure jobs are completed correctly, efficiently, and to company standards

Customer Experience & Issue Resolution

Handle escalated customer concerns and complaints with professionalism and urgency
Turn challenging situations into positive outcomes and long-term customers
Maintain PlumbLife’s reputation for high-quality service and communication

Recruiting, Hiring & Training

Recruit, interview, and hire top-tier plumbing talent
Onboard and train new technicians on systems, pricing, and expectations
Continuously develop team skillsets (technical and sales)

Accountability & Results

Own team performance metrics and overall department profitability
Track and report on KPIs including revenue, close rate, membership growth, and callback rates
Implement strategies to improve performance and efficiency

What We’re Looking For

5+ years experience in management residential service
Previous leadership or management experience (Service Manager, Field Supervisor, etc.)
Strong technical knowledge of residential plumbing systems
Proven ability to coach, lead, and hold a team accountable
Experience with flat-rate pricing and performance metrics
Excellent communication and problem-solving skills
Ability to stay calm and decisive in a fast-paced environment

Bonus Points If You Have

Experience with ServiceTitan or similar CRM
Strong background in sales-focused service environments
Track record of improving technician performance and revenue
Experience building or scaling a service team

What We Offer

Competitive salary + performance-based incentives
Leadership role with real impact on company growth
Monday–Friday schedule (no weekends)
Supportive, team-oriented environment
Opportunity to build and lead an elite service team

Additional Responsibilities

Oversee inventory and truck stock standards
Manage callback reduction strategies and quality control
Review estimates and ensure proper pricing/option presentation
Partner with marketing on promotions and demand flow
Implement and manage membership/maintenance programs
Safety compliance and field standards enforcement
Monitor and improve online reviews and customer satisfaction scores

Why PlumbLife?

At PlumbLife Plumbing, we believe in doing things the right way—for our customers and our team. If you’re ready to lead a company where plumbing meets peace of mind , we want to hear from you.

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Vacancy posted a month ago

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