Service Manager (Lead Plumber)

• Lead, supervise, coach, and support service 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 technicians with difficult diagnoses, repairs, estimates, and customer 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.

• 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 service 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.

• Perform plumbing service calls, 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.

• Ensure technicians clearly explain findings, available options, recommendations, pricing, and next steps to customers.
• Coach technicians on ethical service-based selling and identifying legitimate repair, replacement, maintenance, and upgrade opportunities.
• 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.

• 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 service department performance updates to company leadership.

• Maintain and enforce service department standards for workmanship and job completion.
• Review callbacks, 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.
• Coach technicians on preventable callbacks and document recurring performance concerns.
• Identify trends and implement training or process improvements to reduce rework.
• Conduct field inspections and quality audits as necessary.

• 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.

• 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.

• Valid Journeyman or Master Plumber license as required by the State of Georgia or applicable local authority.
• 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.
• Demonstrated ability to diagnose complex plumbing issues and support technicians in the field.
• Strong leadership, coaching, communication, and conflict-resolution skills.
• Ability to manage multiple priorities, technicians, service calls, and customer concerns.
• Understanding of service department productivity, pricing, job costing, and profitability.
• Strong customer service and ethical sales skills.
• Ability to read and interpret blueprints, technical documents, equipment manuals, and plumbing codes.
• Proficiency with smartphones, tablets, email, and service-management software.
• Valid driver’s license with an acceptable driving record.
• Ability to comply with all company safety policies and procedures.
• Ability to participate in an on-call or emergency-service rotation when required.

• Seven or more years of residential and commercial service plumbing experience.
• Two or more years of plumbing service management or field-supervision experience.
• Experience using ServiceTitan or comparable field-service management software.
• Experience managing service department KPIs, technician scorecards, job profitability, and performance goals.
• Experience developing estimates, presenting service options, and coaching technicians on ethical service-based sales.
• OSHA 10 or OSHA 30 training or certification.
• Backflow prevention experience or certification.
• Experience with service agreements or preventative maintenance programs.

• Regularly required to stand, walk, bend, kneel, squat, climb, and work in confined spaces.
• Ability to lift, carry, push, or pull materials and equipment weighing up to 50 pounds, with or without reasonable accommodation.
• Ability to enter and exit service vehicles and travel between job sites throughout the workday.
• Ability to work in varying weather conditions and job-site environments.
• Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

• Work is performed in the office, service vehicles, and at residential, commercial, and industrial customer locations.
• The position includes a combination of management, administrative, customer service, and hands-on plumbing responsibilities.
• Exposure to noise, dust, wet conditions, confined spaces, plumbing systems, and construction environments may occur.
• Use of hand tools, power tools, ladders, diagnostic equipment, and plumbing equipment is required.
• Occasional extended hours, on-call assignments, weekends, or emergency response may be required.

• Employment is contingent upon successful completion of a pre-employment drug screening.
• A background check may be required in accordance with applicable state and federal laws.
• Continued employment may be subject to random, post-accident, or reasonable-suspicion drug testing in accordance with company policy and applicable law.
• The employee must remain insurable under the company’s commercial automobile insurance policy.

• Competitive management compensation based on experience, licensing, and qualifications
• Performance-based incentive opportunities
• Health insurance
• Dental insurance
• Vision insurance
• Company-paid holidays
• Paid time off
• Company vehicle or vehicle access for authorized business use
• Company-provided tools, technology, and uniforms as applicable
• Ongoing leadership and technical training
• Professional development and advancement opportunities

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