The Plumbing Service Manager is responsible for the day-to-day leadership of Survoy's commercial and industrial plumbing service department, including technician performance, dispatch coordination, quality control, and profitability. This role owns the plumbing service P&L for the company, drives revenue growth through quote conversion and preventive maintenance pull-through, and ensures customers receive safe, code-compliant, and high-quality service. The Plumbing Service Manager works closely with dispatch, coordinators, and field technicians to balance customer satisfaction, technician development, and operational efficiency. This position will require a highly motivated and experienced service manager who is looking for the opportunity to build a plumbing department under the umbrella of an existing business.
Main Duties:Customer & Relationship Management- Build and maintain strong relationships with commercial and industrial plumbing customers, serving as the point of escalation for service issues.
- Conduct or oversee job-site visits and quality checks on high-value or complex plumbing work.
- Partner with account managers and National Accounts (NAC) contacts to support customer retention and satisfaction targets.
Field & Technician Development- Hire, train, and develop plumbing technicians and apprentices; manage performance and conduct regular ride-alongs.
- Ensure technicians follow Survoy's safety standards, plumbing code requirements, and quality workmanship expectations.
- Support technician certification and licensing progression (apprentice through master plumber, as applicable).
Operational & Revenue Performance- Own plumbing service department revenue, margin, and labor efficiency targets; report performance against monthly and quarterly goals.
- Drive quote generation and pull-through on service and preventive maintenance work identified in the field.
- Review and approve technician-generated quotes for accuracy, pricing, and scope prior to customer presentation.
- Partner with dispatch to ensure efficient scheduling, response times, and utilization of plumbing technicians.
People Management- Lead weekly team meetings to review safety, performance metrics, open jobs, and customer feedback.
- Manage technician scheduling, PTO, and on-call rotation for plumbing service coverage.
- Address performance issues, conduct evaluations, and support compensation and bonus programs in partnership with HR.
Administrative & Reporting- Maintain accurate work order documentation, job costing, and closeout records in Service Titan.
- Prepare and present exception-based performance updates, highlighting wins, constraints, and asks.
- Ensure compliance with permitting, code inspections, and required plumbing documentation for all jobs.
Requirements:- 10+ years of commercial/industrial plumbing experience, including at least 2 years in a lead, foreman, or supervisory role.
- Journeyman or Master Plumber license (or ability to obtain within a defined timeframe, per state requirements).
- Experience with field service management software (Service Titan or similar) strongly preferred.
- Strong working knowledge of commercial plumbing systems, code requirements, and safety standards.
- Proven ability to lead, coach, and hold technicians accountable to performance and quality standards.
- Comfortable reviewing financial and operational data (revenue, margin, pull-through, utilization) and translating it into action.
- Excellent communication skills with customers, technicians, and leadership.
- Proficiency with Microsoft Excel and field service management platforms.
- Regular travel between job sites, customer locations, and the branch office within the service territory.
- Occasional site visits to active commercial/industrial job sites requiring appropriate PPE.
- Availability to respond to escalated service issues outside of standard business hours as needed.
- Ability to build a plumbing department, ground up, provided the resources and support of organization leaders.
Salary Range: $100,000 - $120,000
