Service Manager – Residential Plumbing

Service Manager – Residential Plumbing

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PlumbLife Plumbing | Greater Richmond, VA

Lead a high-performing team. Drive results. Deliver peace of mind. PlumbLife Plumbing is a growing, family-owned residential service company serving the Greater Richmond area. We’re known for professionalism, same-day service, and delivering a top-tier customer experience. We’re looking for a Service Manager who can lead from the front—someone who thrives in a fast-paced environment, knows residential service plumbing inside and out, and can develop technicians into top performers while driving revenue and operational excellence.What You’ll Be Responsible For ----------------------------------

### Team Leadership & Performance

• Lead, coach, and develop a team of service technicians and dispatch staff
• Set and track daily, weekly, and monthly performance goals (revenue, average ticket, conversion rates, etc.)
• Hold technicians accountable to company standards, pricing, and customer experience
• Conduct weekly team meetings, ride-alongs, and performance reviews
• Build a culture of professionalism, urgency, and continuous improvement

### Operations & Dispatch Oversight

• Oversee the daily dispatch board to maximize efficiency, revenue, and technician success
• Collaborate with dispatch to prioritize high-value and urgent calls
• Ensure proper job routing, technician utilization, and schedule flow throughout the day
• Monitor KPIs and adjust strategy in real-time

### Technical Support & Troubleshooting

• Provide advanced technical support to technicians in the field
• Assist with diagnosing complex plumbing issues and recommending solutions
• Ensure jobs are completed correctly, efficiently, and to company standards

### Customer Experience & Issue Resolution

• Handle escalated customer concerns and complaints with professionalism and urgency
• Turn challenging situations into positive outcomes and long-term customers
• Maintain PlumbLife’s reputation for high-quality service and communication

### Recruiting, Hiring & Training

• Recruit, interview, and hire top-tier plumbing talent
• Onboard and train new technicians on systems, pricing, and expectations
• Continuously develop team skillsets (technical and sales)

### Accountability & Results

• Own team performance metrics and overall department profitability
• Track and report on KPIs including revenue, close rate, membership growth, and callback rates
• Implement strategies to improve performance and efficiency

What We’re Looking For

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• 5+ years experience in management residential service
• Previous leadership or management experience (Service Manager, Field Supervisor, etc.)
• Strong technical knowledge of residential plumbing systems
• Proven ability to coach, lead, and hold a team accountable
• Experience with flat-rate pricing and performance metrics
• Excellent communication and problem-solving skills
• Ability to stay calm and decisive in a fast-paced environment

Bonus Points If You Have

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• Experience with ServiceTitan or similar CRM
• Strong background in sales-focused service environments
• Track record of improving technician performance and revenue
• Experience building or scaling a service team

What We Offer

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• Competitive salary + performance-based incentives
• Leadership role with real impact on company growth
• Monday–Friday schedule (no weekends)
• Supportive, team-oriented environment
• Opportunity to build and lead an elite service team

Additional Responsibilities

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• Oversee inventory and truck stock standards
• Manage callback reduction strategies and quality control
• Review estimates and ensure proper pricing/option presentation
• Partner with marketing on promotions and demand flow
• Implement and manage membership/maintenance programs
• Safety compliance and field standards enforcement
• Monitor and improve online reviews and customer satisfaction scores

Why PlumbLife?

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At PlumbLife Plumbing, we believe in doing things the right way—for our customers and our team. If you’re ready to lead a company where plumbing meets peace of mind, we want to hear from you. E04JI800s9as4095ljv