Service & Plumbing Manager

Service & Plumbing ManagerLocation: Newnan, Georgia Department: HVAC Service & PlumbingPosition SummaryThe Service & Plumbing Manager is responsible for the overall financial performance, operational efficiency, leadership, and continued growth of Progressive Heating, Air & Plumbing's HVAC Service and Plumbing departments.This position is a key member of the company's leadership team and is accountable for achieving departmental revenue, profitability, productivity, customer satisfaction, and employee performance goals.The ideal candidate is a results-driven leader who understands the financial and operational components of a successful home services business. This individual must be capable of developing high-performing teams, managing departmental budgets, analyzing key performance indicators (KPIs), and implementing consistent processes that support sustainable growth.This is a business leadership and operational management position, not a technical training position. While HVAC and plumbing industry knowledge is valuable, success in this role will be measured primarily through financial results, operational execution, employee development, and customer experience.Key ResponsibilitiesFinancial ManagementOwn P&L accountability for both departmentsDevelop and manage budgets, monitor KPIs (revenue per tech, average ticket, gross margin, labor efficiency)Identify cost reduction and revenue growth opportunitiesEnsure pricing and service agreements support profitabilityOperationsDirect daily operations for efficient, profitable service deliveryOptimize technician utilization, scheduling, and capacityMaintain appropriate staffing levels and minimize inefficienciesUse ServiceTitan for performance monitoringOversee fleet, equipment, and inventory managementTeam LeadershipSupervise, coach, and hold team accountable to performance standardsConduct reviews, address performance issues, and develop employeesPartner with trainers on skill developmentParticipate in hiring, onboarding, and disciplinary decisionsPerformance ManagementTrack departmental scorecards against Nexstar benchmarksMonitor KPIs: revenue vs. budget, billable efficiency, maintenance agreements, callbacks, customer satisfaction, online reviewsImplement corrective action plans when neededCustomer ExperienceEnsure consistent service quality and professionalismResolve escalated concerns promptlyMonitor feedback and support customer retentionBusiness DevelopmentGrow revenue through repair, replacement, and maintenance opportunitiesIncrease maintenance agreement membershipsExpand plumbing market penetrationStrategic CollaborationParticipate in leadership meetings and planningExecute quarterly priorities and provide regular updatesSupport company-wide systems and process improvements