Service Manager (Lead Plumber)

Job Description

Job Description

Company Overview

Victory Plumbing is a locally owned, family-operated company and a leading provider of residential, commercial, and industrial plumbing services throughout the greater Savannah, Georgia area. We are committed to exceptional customer service, quality workmanship, and safe, code-compliant plumbing solutions.

We value skilled trades professionals and leaders who take pride in their craftsmanship, accountability, professionalism, and commitment to developing strong teams.

Position Summary
Victory Plumbing is seeking an experienced Service Manager (Lead Service Plumber) to lead, manage, and develop our team of plumbing service technicians and apprentices. This is a hands-on leadership position responsible for overseeing daily service operations while continuing to perform service calls, diagnostics, repairs, and installations as business needs require.

The Service Manager is accountable for technician performance, customer satisfaction, service quality, productivity, profitability, safety, inventory accountability, and compliance with company procedures. This position works closely with dispatch, customer care, accounting, and company leadership to ensure service calls are properly scheduled, completed, documented, billed, and collected.
The ideal candidate is an experienced licensed plumber who can balance technical work with leadership responsibilities, coach technicians to improve performance, resolve escalated customer concerns, and help grow the service department responsibly and profitably.

Essential Duties and Responsibilities

Leadership and Team Management

• Lead, supervise, coach, and support service technicians, apprentices, and helpers.
• Set clear expectations for workmanship, productivity, professionalism, customer service, safety, documentation, and accountability.
• Conduct regular individual and team meetings, ride-alongs, field observations, and performance coaching.
• Provide technical guidance and assist technicians with difficult diagnoses, repairs, estimates, and customer situations.
• Train technicians on plumbing systems, diagnostic procedures, company standards, ServiceTitan requirements, pricing, customer communication, and ethical service recommendations.
• Participate in recruiting, interviewing, onboarding, training, performance evaluations, corrective action, and employee development.
• Review technician attendance, punctuality, appearance, productivity, and compliance with company policies.
• Promote teamwork, accountability, respectful communication, and a positive work environment.
• Ensure apprentices and helpers are properly assigned, supervised, and trained.
• Help establish individual development plans and advancement opportunities for service employees.

Service Operations and Dispatch Coordination

• Oversee the daily operation of the service department and help ensure work is assigned appropriately based on technician skills, location, availability, and job requirements.
• Coordinate with dispatch and customer care regarding scheduling, technician availability, emergency calls, delays, cancellations, and customer communication.
• Review the service schedule throughout the day and make adjustments when needed.
• Ensure technicians properly dispatch, arrive, start, pause, complete, and close jobs in ServiceTitan.
• Confirm technicians and assigned apprentices accurately record all time associated with each job.
• Monitor open, incomplete, rescheduled, and unbilled service calls and ensure timely resolution.
• Review completed jobs for accurate documentation, labor, materials, photos, estimates, invoices, signatures, and payment status.
• Ensure receipts, purchase documentation, and job-related expenses are submitted accurately and timely.
• Coordinate with other departments when service work overlaps with construction, warranty, backflow, or maintenance operations.
• Maintain availability to assist with urgent field situations and escalated service needs.

Hands-On Plumbing and Technical Support

• Perform plumbing service calls, diagnostics, repairs, maintenance, and installations as workload and staffing needs require.
• Install, repair, maintain, and service water supply, drainage, sewer, gas, vent, fixture, and related plumbing systems.
• Diagnose complex plumbing problems and determine safe, code-compliant, and cost-effective corrective actions.
• Read and interpret blueprints, drawings, specifications, plumbing codes, equipment manuals, and technical documents.
• Assist technicians with technical troubleshooting and second opinions.
• Inspect work for quality, completeness, code compliance, and adherence to company standards.
• Support technicians with job planning, material identification, special-order parts, and difficult installations.
• Ensure required permits and inspections are properly coordinated when applicable.

Customer Service and Sales Leadership

• Ensure technicians clearly explain findings, available options, recommendations, pricing, and next steps to customers.
• Coach technicians on ethical service-based selling and identifying legitimate repair, replacement, maintenance, and upgrade opportunities.
• Review estimates for accuracy, completeness, appropriate pricing, materials, labor, and profitability.
• Monitor estimate conversion rates, average ticket, service agreement opportunities, and other performance measures.
• Follow up on significant open estimates and help technicians address customer questions or concerns.
• Respond to escalated customer concerns professionally and work toward fair, timely resolutions.
• Review requests for discounts, refunds, concessions, or complimentary work and obtain or provide approval within established authority.
• Ensure no unauthorized discounts or concessions are offered to customers.
• Promote customer satisfaction, repeat business, referrals, service agreements, and positive online reviews.
• Ensure technicians represent Victory Plumbing professionally at every customer interaction.

Financial and Performance Management

• Help establish and achieve service department revenue, gross profit, productivity, and customer satisfaction goals.
• Monitor key service performance indicators (KPIs).
• Ensure all labor, materials, equipment, permits, subcontractor charges, and applicable fees are properly documented and billed.
• Work with accounting and management to resolve incomplete invoices, billing errors, missing documentation, and collection concerns.
• Recommend operational, pricing, staffing, and training improvements based on department results.
• Provide regular service department performance updates to company leadership.

Quality Control and Callback Management

• Maintain and enforce service department standards for workmanship and job completion.
• Review callbacks, warranties, customer complaints, and recurring quality issues.
• Determine the cause of callbacks and establish the appropriate corrective action.
• Assign callback work promptly and ensure the customer receives appropriate communication.
• Coach technicians on preventable callbacks and document recurring performance concerns.
• Identify trends and implement training or process improvements to reduce rework.
• Conduct field inspections and quality audits as necessary.

Inventory, Tools, and Material Accountability

• Ensure service vehicles are stocked with required inventory, common repair parts, tools, safety equipment, and supplies.
• Establish and monitor standard truck-stock levels.
• Coordinate the ordering, pickup, or delivery of special-order parts before scheduled jobs.
• Ensure technicians properly document all materials used, purchased, transferred, returned, or removed from inventory.
• Monitor material usage and investigate excessive, missing, damaged, or unbilled materials.
• Ensure unused and returnable parts are promptly returned to the warehouse or supplier with proper documentation.
• Review purchase receipts to verify the correct customer name or job number is included.
• Ensure company tools and equipment are properly assigned, maintained, stored, and returned.
• Participate in vehicle and inventory audits as required.

Safety, Compliance, and Vehicle Oversight

• Ensure all service work complies with applicable federal, state, and local plumbing codes, safety requirements, company policies, and manufacturer specifications.
• Lead and participate in safety meetings, job-site inspections, and corrective safety actions.
• Ensure technicians use required personal protective equipment and follow safe work practices.
• Report and document workplace injuries, vehicle accidents, property damage, near misses, and safety concerns promptly.
• Ensure technicians conduct and document daily pre-trip and post-trip vehicle inspections.
• Monitor vehicle cleanliness, stocking, fueling, maintenance, and safe operation.
• Report mechanical problems, maintenance needs, and vehicle safety concerns promptly.
• Ensure technicians maintain acceptable driving records and comply with company vehicle policies.

Minimum Qualifications

• Valid Journeyman or Master Plumber license as required by the State of Georgia or applicable local authority.
• Minimum five years of progressively responsible plumbing service experience.
• Previous experience leading, supervising, mentoring, or training plumbing service technicians.
• Strong knowledge of residential and commercial plumbing systems, diagnostic procedures, materials, repairs, installation methods, and applicable plumbing codes.
• Demonstrated ability to diagnose complex plumbing issues and support technicians in the field.
• Strong leadership, coaching, communication, and conflict-resolution skills.
• Ability to manage multiple priorities, technicians, service calls, and customer concerns.
• Understanding of service department productivity, pricing, job costing, and profitability.
• Strong customer service and ethical sales skills.
• Ability to read and interpret blueprints, technical documents, equipment manuals, and plumbing codes.
• Proficiency with smartphones, tablets, email, and service-management software.
• Valid driver’s license with an acceptable driving record.
• Ability to comply with all company safety policies and procedures.
• Ability to participate in an on-call or emergency-service rotation when required.

Preferred Qualifications

• Seven or more years of residential and commercial service plumbing experience.
• Two or more years of plumbing service management or field-supervision experience.
• Experience using ServiceTitan or comparable field-service management software.
• Experience managing service department KPIs, technician scorecards, job profitability, and performance goals.
• Experience developing estimates, presenting service options, and coaching technicians on ethical service-based sales.
• OSHA 10 or OSHA 30 training or certification.
• Backflow prevention experience or certification.
• Experience with service agreements or preventative maintenance programs.

Physical Demands

• Regularly required to stand, walk, bend, kneel, squat, climb, and work in confined spaces.
• Ability to lift, carry, push, or pull materials and equipment weighing up to 50 pounds, with or without reasonable accommodation.
• Ability to enter and exit service vehicles and travel between job sites throughout the workday.
• Ability to work in varying weather conditions and job-site environments.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Work Environment

• Work is performed in the office, service vehicles, and at residential, commercial, and industrial customer locations.
• The position includes a combination of management, administrative, customer service, and hands-on plumbing responsibilities.
• Exposure to noise, dust, wet conditions, confined spaces, plumbing systems, and construction environments may occur.
• Use of hand tools, power tools, ladders, diagnostic equipment, and plumbing equipment is required.
• Occasional extended hours, on-call assignments, weekends, or emergency response may be required.

Drug Testing and Background Check

• Employment is contingent upon successful completion of a pre-employment drug screening.
• A background check may be required in accordance with applicable state and federal laws.
• Continued employment may be subject to random, post-accident, or reasonable-suspicion drug testing in accordance with company policy and applicable law.
• The employee must remain insurable under the company’s commercial automobile insurance policy.

Compensation and Benefits

• Competitive management compensation based on experience, licensing, and qualifications
• Performance-based incentive opportunities
• Health insurance
• Dental insurance
• Vision insurance
• Company-paid holidays
• Paid time off
• Company vehicle or vehicle access for authorized business use
• Company-provided tools, technology, and uniforms as applicable
• Ongoing leadership and technical training
• Professional development and advancement opportunities

How to Apply
If you are an experienced plumbing professional who is ready to lead technicians, improve service operations, deliver exceptional customer experiences, and help grow a successful service department, we invite you to apply by submitting your resume online or by visiting Victory Plumbing at 2109 Colorado Ave., Suite D, Savannah, GA 31404 .

Victory Plumbing is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law.

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