Plumbing Lead- Commercial / Residential Installation / New Construction

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 Lead Plumber- (Commercial / Residential Installation) to lead, manage, and develop our team of plumbing technicians and apprentices. This is a hands-on leadership position responsible for daily operations while continuing to perform installs, diagnostics, repairs, and installations as business needs require.

The Lead Plumber position is accountable for their own and team 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 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 crew with system diagnoses, repairs, estimates, and difficult 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.

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 installation 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 installation, train, 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 crews clearly explain findings, available options, and provide solutions during projects.
• 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 department performance updates to company leadership.

Quality Control and Warranty Management

• Maintain and enforce company and department standards for workmanship and job completion.
• Review 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.
• 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

• Must have extensive knowledge in Commercial or Residential install. We would prefer you to have a Journeyman or Master Plumber license in the State of Georgia 
• 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.