Service Manager

Full-time | In-person

We are seeking an experienced Service Manager to lead our residential service operations. This leadership role is responsible for overseeing daily field activities, coaching and developing a team of service technicians, and ensuring an exceptional customer experience.

The ideal candidate is a results-driven leader who can effectively manage scheduling and capacity, improve operational efficiency, enhance on-time performance, and maintain high service standards. Success in this role requires strong leadership, communication, and problem-solving skills, along with a commitment to team development and customer satisfaction.

If you have a proven track record of leading service teams and driving operational excellence, we encourage you to apply.

Responsibilities

• Lead, coach, and develop a team of skilled service professionals to maximize performance, engagement, and achievement of company goals.
• Oversee and manage daily residential service operations to ensure efficiency and service excellence.
• Partner with Dispatch and Job Coordination teams to optimize scheduling, improve capacity utilization, minimize downtime, and enhance on-time performance and customer satisfaction.
• Foster and promote a customer-first, growth-through-service culture that drives long-term client relationships and business success.
• Address customer concerns and escalations promptly, ensuring professional and effective resolution.
• Monitor and drive key performance indicators, including revenue, productivity, quality, callback reduction, and customer satisfaction.
• Conduct regular ride-alongs, coaching meetings, and performance evaluations to support employee development and accountability.
• Identify opportunities to improve processes, systems, and workflows to increase operational consistency and results.
• Uphold high standards of professionalism, communication, workmanship, cleanliness, and workplace safety.
• Reinforce established best practices and service standards that support continuous growth and exceptional customer experiences.

Qualifications

• 2+ years of leadership experience in plumbing or residential home services
• Proven ability to manage, coach, and hold technicians accountable
• Strong understanding of residential service operations
• Ability to drive performance using KPIs
• Strong communication, organization, and real-time problem-solving skills
• Comfortable using CRM, scheduling, and field service management software

Nice-to-Have Qualifications

• Red Seal Journeyman Plumber.
• Proven experience working in a fast-paced residential service environment.
• Demonstrated ability to lead and support teams through periods of growth, change, and operational improvement.
• Experience developing, implementing, and optimizing service processes, workflows, and operational systems.

Pay & Benefits

• Base pay: $75,000+ per year (depending on experience)
• Performance bonus: Unlimited monthly performance bonus (based on KPIs)
• Benefits: Available after 3 months

Job Type: Full-time

Pay: From $75,000.00 per year

Experience

• Management: 2 years (required)

Work Location: In person