Service Manager - Residential Plumbing

Job Description

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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