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Position Summary

The Service Manager is responsible for overseeing the daily operations, performance, and profitability of the service department at Premier Plumbing & Mechanical LLC. This role ensures the delivery of high-quality plumbing and mechanical services while maintaining operational efficiency, customer satisfaction, and compliance with safety and regulatory standards.

The Service Manager leads field technicians while driving revenue growth, optimizing scheduling, and maintaining service excellence across residential and commercial accounts including special projects.

Key Responsibilities

1. Operational Leadership

• Manage and oversee all service department activities, including scheduling, dispatching, and field execution.
• Ensure efficient allocation of technicians based on skillset, geography, and job urgency.
• Monitor workflow to maintain high productivity and minimal downtime.
• Develop and implement standard operating procedures (SOPs) for service delivery.

2. Team Management & Development

• Supervise, coach, and mentor service technicians, dispatchers, and service coordinators.
• Develop and maintain monthly on-call schedules for technicians.
• Conduct regular performance evaluations and provide constructive feedback.
• Lead hiring, onboarding, and training initiatives for service personnel.
• Foster a culture of accountability, safety, and continuous improvement.
• Address employee relations issues in coordination with HR.

3. Customer Experience & Retention

• Ensure exceptional customer service standards are consistently met.
• Handle escalated customer concerns and resolve service issues promptly.
• Build and maintain strong relationships with residential, commercial, and industrial clients.
• Monitor customer satisfaction metrics and implement improvements as needed.

4. Financial & Performance Management

• Manage departmental P&L, including revenue targets, labor costs, and material expenses.
• Track key performance indicators (KPIs) such as:
• • First-time fix rate
  • Average ticket value
  • Technician utilization
  • Call-back rates
• Develop strategies to increase service revenue and profitability.
• Approve estimates, pricing adjustments, and service contracts.

5. Scheduling & Dispatch Optimization

• Oversee dispatch operations to ensure timely and efficient service delivery.
• Implement scheduling best practices to reduce travel time and increase job completion rates.
• Utilize service management software to optimize routing and technician productivity.

6. Safety & Compliance

• Ensure adherence to OSHA regulations, local codes, and company safety policies.
• Conduct regular safety meetings and audits.
• Maintain compliance with licensing, certifications, and industry standards.
• Promote a safety-first culture across all service operations.

7. Inventory & Equipment Management

• Oversee service vehicle fleet, tools, and equipment maintenance.
• Manage inventory levels for parts and materials to avoid shortages or overstock.
• Coordinate with vendors and suppliers for timely procurement.

8. Process Improvement & Technology

• Identify opportunities to improve operational efficiency and service quality.
• Implement and manage service management software (e.g., ServiceTitan, Housecall Pro, etc.).
• Analyze operational data to drive informed decision-making.

Qualifications

Education

• Bachelor’s degree in Business Administration, Construction Management, or related field preferred
• Equivalent industry experience will be considered

Experience

• Minimum 5–7 years of experience in plumbing/mechanical service operations
• At least 3 years in a supervisory or management role
• Strong background in residential and commercial service environments

Licenses & Certifications

• Florida Plumbing Contractor License (preferred but not required)
• Valid driver’s license with clean driving record

Knowledge, Skills, and Abilities

• Deep understanding of plumbing systems, mechanical systems, and service operations
• Strong leadership and team-building capabilities
• Excellent problem-solving and decision-making skills
• Proficiency in service management software and Microsoft Office Suite
• Strong financial acumen and ability to manage budgets
• Exceptional communication and customer service skills
• Ability to work in a fast-paced, dynamic environment

Key Competencies

• Leadership & Accountability
• Operational Excellence
• Customer-Centric Mindset
• Strategic Thinking
• Time & Resource Management
• Conflict Resolution

Working Conditions

• Combination of office and field environment
• May require travel to job sites throughout Jacksonville and surrounding areas
• Occasional after-hours or emergency response availability

Equal Employment Opportunity Statement

Premier Plumbing & Mechanical LLC is an equal opportunity employer and is committed to creating an inclusive environment for all employees.