Operations Support Manager

Job Description

Job Description

Job Title : Business Support Manager

Location : On-Site, Mountlake Terrace, WA

FLSA: Exempt/Salaried

Reports   To : General Manager

About Fischer Plumbing:

Since 1977, Fischer has built a reputation for delivering exceptional plumbing, restoration, electrical, and HVAC services throughout Snohomish and King County. Built on a foundation of integrity, accountability, communication, respect, competence, and safety, Fischer continues to grow by investing in exceptional people, operational excellence, and an unmatched customer experience.

Position Summary:

The Business Support Manager (BSM) is responsible for leading day-to-day business support operations across customer service, dispatch, administrative support, billing coordination, purchasing, warehouse, fleet, logistics, and field support functions.

This role serves as the operational bridge between office and field teams, ensuring exceptional customer experiences, efficient scheduling and technician utilization, strong financial accountability, and alignment across customer service, dispatch, warehouse, fleet, logistics, service, sales, installation, and leadership teams.

The ideal candidate is a hands-on leader who builds high-performing teams, drives operational consistency, improves processes, leverages technology, and creates scalable systems that support continued growth. 

Responsibilities:

• Leadership & Team Development
  • Lead, coach, mentor, and develop Customer Service, Dispatch, Administrative Support, Warehouse, Fleet, and Logistics team members while establishing a culture of accountability, collaboration, and operational excellence. 
  • Establish clear performance expectations, KPIs, accountability measures, and professional development plans. 
  • Conduct performance reviews, coaching conversations, and ongoing employee development. 
  • Foster a culture of ownership, accountability, collaboration, and continuous improvement. 
  • Remove roadblocks and provide daily support to ensure team success. 
• Operational Excellence
  • Oversee daily business support operations including customer service, dispatch, scheduling, purchasing, billing coordination, warehouse, fleet, logistics, and administrative workflows. 
  • Ensure efficient order fulfillment from initial customer contact through job completion and closeout. 
  • Monitor workflows, identify inefficiencies, and implement scalable process improvements. 
  • Develop, document, and maintain standard operating procedures. 
  • Partner with leadership to align operational priorities with company growth objectives. 
• Customer Operations
  • Ensure an exceptional customer experience across all customer touchpoints. 
  • Monitor inbound customer activity, scheduling responsiveness, and service follow-through. 
  • Resolve escalated customer concerns in a professional and timely manner. 
  • Monitor customer feedback and implement corrective actions as needed. 
  • Establish service standards that exceed customer expectations. 
• Field Operations Support
  • Partner with Service, Sales, Installation, Warehouse, and Fleet teams to optimize scheduling, routing, technician utilization, and job execution. 
  • Ensure seamless communication between office and field personnel. 
  • Support technicians with scheduling adjustments, parts coordination, and operational issue resolution. 
  • Remove operational bottlenecks that impact customer delivery, technician productivity, or job profitability. 
• Warehouse, Fleet, & Logistics Oversight
  • Provide leadership and oversight for warehouse, fleet, inventory, and logistics operations. 
  • Ensure technicians have timely access to vehicles, tools, materials, equipment, and job-critical inventory. 
  • Partner with field leadership to support technician readiness, job efficiency, and material availability. 
  • Oversee vehicle utilization, preventative maintenance scheduling, fuel accountability, registration, licensing, and fleet compliance. 
  • Monitor warehouse organization, inventory accuracy, purchasing controls, equipment tracking, and material replenishment. 
  • Develop and maintain standard operating procedures for warehouse, fleet, and logistics functions. 
  • Identify operational inefficiencies and implement scalable improvements that reduce downtime and improve field productivity. 
• Financial & Administrative Oversight
  • Partner with Accounting to support billing accuracy, collections performance, purchasing controls, and financial accountability. 
  • Partner with Payroll to ensure accurate timekeeping, commission reporting, and payroll support. 
  • Monitor operational metrics including revenue, margins, efficiency, receivables, labor utilization, and resource allocation. 
  • Support job costing accuracy and timely job closeout. 
  • Prepare and present operational reports, KPIs, and business insights to leadership. 
• Systems & Reporting
  • Drive adoption, optimization, and accountability within ServiceTitan and related business systems. 
  • Audit data integrity, reporting accuracy, and KPI consistency across departments. 
  • Identify gaps in system utilization and implement improvements. 
  • Leverage operational data to drive efficiency, productivity, and informed decision-making. 

Desired Skills, Experience, & Qualifications

• Bachelor’s degree in Business Management, Operations, or related field preferred; equivalent experience considered. 
• 5+ years of progressive leadership experience in operations, office management, customer operations, or service-based industries. 
• Prior experience in plumbing, HVAC, electrical, restoration, or home services strongly preferred. 
• Prior leadership experience overseeing warehouse, fleet, logistics, inventory, or field support operations strongly preferred. 
• Demonstrated success leading cross-functional teams in a fast-paced, high-growth environment. 
• Strong financial acumen with understanding of revenue, profitability, job costing, operational metrics, and resource utilization. 
• Strong leadership, coaching, conflict resolution, and decision-making skills. 
• Excellent written, verbal, and interpersonal communication skills. 
• Advanced proficiency in Microsoft Office including Excel, Outlook, Teams, and PowerPoint. 
• Proficiency with ServiceTitan or similar field service software preferred. 
• Bilingual (English/Spanish) preferred. 
• Valid driver’s license required. 
• Ability to work occasional evenings, weekends, and visit job sites as business needs require. 

We Provide:

• Competitive salary
• Leadership development and ongoing training
• Comprehensive health insurance options
• 401k plan with company match
• Paid time off
• A high-performance, team-oriented culture
• The opportunity to make a direct impact on a growing organization