Plumbing Service Manager

3 weeks ago

Orange, California, United States Barker and Sons Plumbing Full time
About You

We are seeking a highly motivated and results-driven Service Manager to join our team at Barker and Sons Plumbing. As a Service Manager, you will be responsible for leading and managing a team of top-performing field technicians, ensuring the consistent application of our best practices, and driving effective and profitable daily operations.

About the Role

The Service Manager will be responsible for coordinating the sales, scheduling, and execution of all plumbing services, providing leadership, management, and accountability to our technicians. This position requires a collaborative, results-driven leader who can guide and develop a team of field technicians, drive team performance to reach productivity and conversion goals, and ensure technicians provide consistent 5-star customer experiences.

Responsibilities
  • Lead, manage, and be accountable for the performance and results of the designated technician team.
  • Learn, train, and coach technicians on Barker and Sons' service model, sewer sales, and installation processes, and the use of technology and established workflows to ensure consistent support.
  • Drive team performance to reach productivity and conversion goals; monitor and evaluate operations and sales data to provide targeted coaching and feedback.
  • Ensure technicians provide consistent 5-star customer experiences in alignment with the Barker and Sons home services proven process.
  • Establish and conduct routine ride-along training sessions to build technician confidence, improve performance, and foster professional growth.
  • Ensure adherence to payment processing requirements for job initiation, continuation, and close out.
  • Participate in daily meetings to review data and communicate objectives.
  • Collaborate with Dispatch to ensure work assignments align with field performance, satisfy customer needs, and adhere to company standards for staffing.
  • Assist in the creation and adherence to monthly staffing schedules to support regular operations and contingency situations.
  • Serve as a conduit between customers, technicians, and staff to ensure that service issues are addressed in a timely and appropriate manner.
  • Set the example of professional appearance and demeanor for our technicians such that moms, sisters, wives, daughters, or really anybody, would gladly welcome our team into their home and be grateful we're there to solve their problem(s).
  • Champion the Barker and Sons core values, fostering accountability and pride among technicians in the upkeep and readiness of their trucks, tools, parts, and inventory assigned.
  • Actively recruit and provide input on the screening, selection, and management of technicians in alignment with core values and objectives.
  • Create and maintain a safe working environment; ensure personnel safety remains paramount in all situations.
  • Continuously seek and incorporate performance feedback and coaching via site leadership and Nexstar coaches.
Qualifications
  • Proven team leader, experienced in managing direct reports to achieve sales objectives and deliver exemplary customer service.
  • Track record of success in service management, preferably in-home services, automotive, or a related field.
  • Solid understanding of small business operations, job level profit & loss, and cash flow; ability to use financial metrics to accurately read, diagnose, and coach technician performance.
  • Detail-focused, self-starter that gets things done.
  • Strong written and verbal communication skills.
  • Adept at creating and improving processes, systems, and sales performance.
  • Technologically savvy, learns and implements new software, and systems quickly.
  • Able to work out of our Orange County office and/or in the field with technicians daily.
  • Able to work weekends.
  • Hold a valid (CA) driver's license with a clean driving record.
  • Able to pass a background check for Home Services.

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