Service Manager - Residential Plumbing

Service Manager – Residential PlumbingPlumbLife Plumbing | Greater Richmond, VALead 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 ForTeam Leadership & PerformanceLead, coach, and develop a team of service technicians and dispatch staffSet and track daily, weekly, and monthly performance goals (revenue, average ticket, conversion rates, etc.)Hold technicians accountable to company standards, pricing, and customer experienceConduct weekly team meetings, ride-alongs, and performance reviewsBuild a culture of professionalism, urgency, and continuous improvementOperations & Dispatch OversightOversee the daily dispatch board to maximize efficiency, revenue, and technician successCollaborate with dispatch to prioritize high-value and urgent callsEnsure proper job routing, technician utilization, and schedule flow throughout the dayMonitor KPIs and adjust strategy in real-timeTechnical Support & TroubleshootingProvide advanced technical support to technicians in the fieldAssist with diagnosing complex plumbing issues and recommending solutionsEnsure jobs are completed correctly, efficiently, and to company standardsCustomer Experience & Issue ResolutionHandle escalated customer concerns and complaints with professionalism and urgencyTurn challenging situations into positive outcomes and long-term customersMaintain PlumbLife’s reputation for high-quality service and communicationRecruiting, Hiring & TrainingRecruit, interview, and hire top-tier plumbing talentOnboard and train new technicians on systems, pricing, and expectationsContinuously develop team skillsets (technical and sales)Accountability & ResultsOwn team performance metrics and overall department profitabilityTrack and report on KPIs including revenue, close rate, membership growth, and callback ratesImplement strategies to improve performance and efficiencyWhat We’re Looking For5+ years experience in management residential servicePrevious leadership or management experience (Service Manager, Field Supervisor, etc.)Strong technical knowledge of residential plumbing systemsProven ability to coach, lead, and hold a team accountableExperience with flat-rate pricing and performance metricsExcellent communication and problem-solving skillsAbility to stay calm and decisive in a fast-paced environmentBonus Points If You HaveExperience with ServiceTitan or similar CRMStrong background in sales-focused service environmentsTrack record of improving technician performance and revenueExperience building or scaling a service teamWhat We OfferCompetitive salary + performance-based incentivesLeadership role with real impact on company growthMonday–Friday schedule (no weekends)Supportive, team-oriented environmentOpportunity to build and lead an elite service teamAdditional ResponsibilitiesOversee inventory and truck stock standardsManage callback reduction strategies and quality controlReview estimates and ensure proper pricing/option presentationPartner with marketing on promotions and demand flowImplement and manage membership/maintenance programsSafety compliance and field standards enforcementMonitor and improve online reviews and customer satisfaction scoresWhy 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.E04JI800s9as4095ljv #J-18808-Ljbffr Tech9