Head of Client Support Services

The Service Manager is responsible for the overall leadership, performance, and profitability of the commercial plumbing service department. This position oversees service technicians, dispatch coordination, customer relationships, service sales growth, safety compliance, quality control, and departmental financial performance. The Service Manager ensures that all service work is completed safely, efficiently, profitably, and in accordance with company standards while delivering exceptional customer service.

Leadership & Team Management

Lead, supervise, coach, and develop service technicians and service coordinators.

Establish performance expectations and accountability standards.

Participate in recruiting, hiring, onboarding, and training service personnel.

Conduct employee evaluations and provide ongoing coaching.

Service Operations

Manage daily service operations and technician scheduling.

Ensure efficient dispatching and routing of service technicians.

Ensure service calls are completed according to company standards.

Resolve field issues and provide technical support to technicians as needed.

Customer Relations

Develop and maintain strong relationships with property managers, facility managers, general contractors, and commercial clients.

Respond to customer concerns and service escalations.

Conduct customer follow-up to ensure satisfaction.

Identify opportunities for additional service work, preventive maintenance agreements, and capital improvement projects.

Assist in growing service department revenue.

Review and approve service estimates and proposals.

Identify and pursue additional service and project opportunities with existing customers.

Support company business development initiatives.

Manage department budgets and operating costs.

Review pricing, markup, and gross profit performance.

Ensure accurate billing and timely completion of work orders.

Address customer complaints, including issues with billing

Enforce company safety policies and procedures.

Maintain appropriate service vehicle, equipment, and tool programs.

Quality Assurance

Perform field inspections and quality-control reviews.

Monitor customer feedback and corrective action items.

Administrative Duties

Coordinate training and certification requirements.

Track key performance indicators (KPIs) and prepare management reports.

Key Performance Indicators (KPIs)
The Service Manager will be evaluated based on:

Service revenue growth

Operational Performance

Customer Performance

Customer satisfaction scores

Resolution time for customer issues

Safety Performance

Compliance with safety inspections

5+ years of commercial plumbing service experience.

3+ years of supervisory or management experience.

Strong knowledge of commercial plumbing systems and maintenance.

Experience managing service technicians and dispatch operations.

Ability to read plans, specifications, and service documentation.

Strong budgeting and financial management skills.

Excellent customer service and communication skills.

Proficiency with service management software and Microsoft Office products.

Washington State Journeyman Plumber License.

Experience in commercial and industrial service operations.

J-18808-Ljbffr Argus Dental & Vision, Inc