Service & Plumbing Manager
Location: Newnan, Georgia
Department: HVAC Service & Plumbing
Position Summary
The 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 Responsibilities
Financial Management
- Own P&L accountability for both departments
- Develop and manage budgets, monitor KPIs (revenue per tech, average ticket, gross margin, labor efficiency)
- Identify cost reduction and revenue growth opportunities
- Ensure pricing and service agreements support profitability
Operations
- Direct daily operations for efficient, profitable service delivery
- Optimize technician utilization, scheduling, and capacity
- Maintain appropriate staffing levels and minimize inefficiencies
- Use ServiceTitan for performance monitoring
- Oversee fleet, equipment, and inventory management
Team Leadership
- Supervise, coach, and hold team accountable to performance standards
- Conduct reviews, address performance issues, and develop employees
- Partner with trainers on skill development
- Participate in hiring, onboarding, and disciplinary decisions
Performance Management
- Track departmental scorecards against Nexstar benchmarks
- Monitor KPIs: revenue vs. budget, billable efficiency, maintenance agreements, callbacks, customer satisfaction, online reviews
- Implement corrective action plans when needed
Customer Experience
- Ensure consistent service quality and professionalism
- Resolve escalated concerns promptly
- Monitor feedback and support customer retention
- Business Development
- Grow revenue through repair, replacement, and maintenance opportunities
- Increase maintenance agreement memberships
- Expand plumbing market penetration
Strategic Collaboration
- Participate in leadership meetings and planning
- Execute quarterly priorities and provide regular updates
- Support company-wide systems and process improvements
Requirements
- Minimum 5 years of progressive leadership experience managing service-based operations
- Proven track record managing multiple employees and significant revenue responsibility
- Experience in HVAC, plumbing, electrical, or related residential home services (HVAC/plumbing preferred but not required)
- Background working in a structured, KPI-driven organization
- Familiarity with ServiceTitan and Nexstar is a plus
- Demonstrated success managing departmental financial performance and profitability
- Strong people leadership with ability to build relationships and develop employees
- Experience establishing clear expectations and conducting difficult conversations when necessary
- Proven ability to hold teams accountable and drive results
- Track record of improving operational efficiency and team performance
Benefits
Benefits Offered:
- Competitive salary with bonus potential
- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off and holidays
- Company vehicle & gas card, tablet, and uniforms
- Ongoing training and growth opportunities
- A supportive and family-oriented work environment