Commercial Plumbing Service Manager

Position Summary
The Commercial Plumbing Service Manager is responsible for the overall profitability, efficiency, and growth of the Commercial Plumbing Service Department. This position oversees the daily operations of commercial plumbing service technicians and support staff, ensuring exceptional customer service, operational excellence, technician development, and financial performance. The Commercial Plumbing Service Manager is expected to drive revenue growth while maintaining the highest standards of quality, safety, and customer satisfaction.

Key Responsibilities

• Oversee the daily operations of the Commercial Plumbing Service Department.
• Ensure efficient scheduling and dispatching of commercial plumbing technicians.
• Manage departmental profitability through labor efficiency, revenue growth, and expense control.
• Monitor technician productivity, billable hours, average ticket, callbacks, and other key performance indicators (KPIs).
• Review and approve service invoices daily to ensure accuracy, completeness, and appropriate pricing.
• Compare technician timecards to completed work orders for accuracy and payroll approval.
• Coordinate daily invoice batching with the Accounting Department.
• Review and approve employee timecards.
• Develop technician schedules, including on-call rotations and after-hours emergency service coverage.
• Ensure technicians provide thorough documentation of all work performed for customers.
• Promote preventive maintenance agreements and identify opportunities to expand recurring commercial service contracts.
• Build and maintain strong relationships with commercial customers, property managers, general contractors, and facility managers.
• Respond promptly to customer concerns and resolve service issues professionally.
• Assist in estimating, quoting, and securing commercial service opportunities.
• Provide technical guidance and support to technicians and office staff.
• Coordinate onboarding, technical training, safety training, and ongoing professional development.
• Conduct employee coaching, performance evaluations, disciplinary actions, and wage recommendations.
• Ensure warranty claims are processed accurately and in accordance with manufacturer requirements.
• Collaborate with installation, construction, dispatch, warehouse, accounting, and management teams to ensure seamless customer service.
• Ensure compliance with all OSHA regulations, local plumbing codes, and company safety policies.
• Develop and implement standard operating procedures that improve efficiency and customer satisfaction.
• Identify opportunities to improve departmental processes, profitability, and employee performance.
• Perform other duties as assigned.

Qualifications

• High School Diploma or equivalent required
• Knowledge of commercial plumbing systems, equipment, codes, and service operations
• Minimum of three (3) years of experience in commercial plumbing service management or a related leadership role
• Strong leadership and team development skills
• Excellent customer service and conflict resolution abilities
• Strong organizational and time management skills
• Proficient computer skills, including Microsoft Office and service management software
• Financial acumen with the ability to manage departmental budgets and profitability
• Ability to multitask and make sound decisions in a fast-paced environment
• Excellent verbal and written communication skills
• Positive attitude and strong work ethic

Preferred Qualifications

• Extensive commercial plumbing service experience.
• North Carolina plumbing license (P-1, P-2, or P-3) preferred.
• Proven experience managing commercial plumbing service technicians.
• Experience with budgeting, KPIs, and departmental profitability.
• Experience using ServiceTitan or similar field service management software.

Physical Requirements

• Frequently sit, stand, walk, bend, reach, kneel, and climb as necessary.
• Occasionally lift and carry up to 50 pounds.
• Regularly communicate effectively in person, by telephone, email, and radio.
• Occasionally visit active commercial job sites, requiring exposure to varying weather conditions, noise, dust, and construction environments.
• Must possess close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Ability to safely navigate construction sites and mechanical rooms while wearing required personal protective equipment (PPE)

Performance Expectations

Success in this role is measured by:

• Department profitability
• Technician productivity and billable efficiency
• Customer satisfaction and retention
• Maintenance agreement and recurring service growth
• Callback and warranty reduction
• Employee development and retention
• Safety performance and OSHA compliance
• Timely completion of administrative responsibilities
• Achievement of departmental revenue and gross margin goals