Plumbing Manager

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Description

Ambient Edge has been a leader in the HVAC industry in Arizona and Nevada. Our team comprises only the best in the industry, and our customers love us for it. At Ambient, we understand that employee-centric company culture, a robust benefits package, and top earning potential are key to building a dynamic team of experts, and we are consistently evolving to continue to be the employer of choice in Mohave County, AZ & Clark County, NV!

Position Summary:

The Plumbing Manager is responsible for leading, managing, and scaling Ambient Edge's Plumbing division. This role oversees day-to-day operations, field performance, safety, customer satisfaction, revenue growth, and team development. The Plumbing Manager is accountable for delivering profitable results while maintaining high service standards, strong technician performance, and compliance with all company policies.

Why Ambient Edge?

• We pay almost 100% of your medical/dental/vision AND we pay 50% for your family!
• 401k Plan with a 100% match.
• Cutting-edge technology including iPhone and software.
• Continuous career development opportunities.

Key Responsibilities:

Operational Leadership

• Manage daily plumbing operations, including scheduling coordination, job execution, productivity, and workflow efficiency.
• Ensure jobs are completed on time, within scope, and to Ambient Edge quality standards.
• Oversee warranty work, rework mitigation, callbacks, and job-site issue resolution.
• Maintain consistent field processes across service, repair, and replacement plumbing work.
• Partner with Dispatch, Install, Warehouse, and Customer Service teams to optimize capacity and response times.

Financial Performance & KPIs

• Own plumbing revenue, gross margin, average ticket, close rate, and labor efficiency targets.
• Monitor job costing, margins, and technician performance metrics.
• Review estimates, pricing, and discounts to ensure profitability and consistency.
• Control overtime, material usage, inventory costs, and truck stock compliance.
• Participate in budgeting, forecasting, and monthly performance reviews.

Team Leadership & Development

• Directly manage Plumbing Supervisors, Lead Technicians, and Apprentices.
• Recruit, onboard, and retain high-performing plumbing technicians.
• Conduct ride-alongs, quality audits, and performance coaching.
• Ensure required training, certifications, and licensing are maintained.
• Lead performance reviews and corrective action when necessary.

Safety & Compliance

• Enforce all safety policies, PPE usage, and job-site safety standards.
• Ensure compliance with local, state, and federal plumbing codes.
• Maintain required trade licenses, permits, and inspections.
• Oversee proper handling of hazards (sewer exposure, confined spaces, excavation safety).
• Partner with leadership on accident investigations and safety improvements.

Customer Experience

• Ensure a consistent, professional customer experience on every job.
• Review and resolve customer complaints and escalations promptly.
• Monitor customer feedback, reviews, and VOC trends.
• Support follow-up communication and corrective actions when standards are not met.

Process Improvement & Reporting

• Identify operational gaps and lead process improvements.
• Conduct regular call-by-call reviews with technicians, providing coaching, feedback, and accountability.
• Monitor the dispatch board daily to ensure proper scheduling, load balancing, and technician utilization.
• Review scheduling efficiency, job flow, and capacity planning to minimize downtime and missed opportunities.
• Enforce adherence to "Running the Play," Ambient Edge's standardized service system.
• Ensure every call follows the 6-step process and includes proper digital analysis, documentation, photos, notes, pricing transparency, and options presentation.
• Maintain accurate records in ServiceTitan (jobs, notes, pricing, photos, invoices).
• Track and report on key performance dashboards weekly and monthly.
• Support company initiatives, new services, and expansion efforts.

Performance Expectations

• Consistent achievement of revenue and gross margin targets.
• High technician productivity and low callback/rework rates.
• Strong safety record and compliance metrics.
• Positive customer satisfaction scores and review trends.
• Stable staffing levels with reduced turnover.

Requirements

• 5+ years of plumbing experience, with at least 2 years in a leadership role.
• Journeyman or Master Plumber license preferred (or ability to obtain).
• Strong understanding of residential service and repair plumbing.
• Proven experience managing teams and financial performance.
• Strong communication, coaching, and accountability skills.
• Proficiency with ServiceTitan or similar field service management software.