Plumbing Service Manager - Baltimore
Company: LEN THE PLUMBER LLC
Location: Baltimore
Posted on: May 3, 2024
Job Description:
SERVICE MANAGER - LEN THE PLUMBER / Baltimore Branch
Len The Plumber is seeking a talented Manager to lead a team of
Plumbing Techs in our very busy, high volume Baltimore Branch
location!
The ideal candidate will have 3-5 years of direct management
experience with a proven record of mobilizing and driving a team to
achieve set goals (revenue, efficiency, customer service). The
ideal candidate is a self-driven leader and highly motivated to
make a strong impact on the team, the company, and our
customers.
We would prefer our new Service Manager to come from a plumbing or
HVAC background, and have been a licensed Journeyman or Master
Plumber - or have been a successful Residential Service Tech.
NEXSTAR experience is helpful!
Experience in other Residential / Consumer Services helpful - HVAC,
Pest Control, Roofing, Landscaping, Home Improvement, etc.
The Service Manager is responsible for managing the day-to-day
sales, operations, and customer service experience for his/her own
technician team.
Must have SALES MANAGEMENT experience to coach, train, drive KPI
Metrics!
Competitive base Salary and BONUS based on Team & Branch
performance!
Come join our largest branch of LTP service Baltimore Metro and all
surrounding Counties!
Essential Job Functions:
- Effectively hiring, coaching, and training technicians to
maximize sales and customer service opportunities
- Maintain close communication with all essential stakeholders
and business partners to ensure proper detailing of tickets,
accounting of revenue, and stocking and maintenance of
trucks
- Work cohesively with Customer Service to ensure proper booking
of calls based on the needs of the customer and problem resolution
as necessary
- Respond to and effectively handles operational, employee, and
customer issues in a timely and efficient manner
- Learn and execute the Nexstar (Industry Better Practices Group)
Service Management System
- Optimize employee engagement and development for the Service
Department by conducting: Routine ride-a-longs with
technician/service personnel
- Conduct one-on-one meetings with employees to review recent
performance results and to lay out plans to improve where needed
and/or to recognize exceptional performance results
- Coordinate tactical/technical training to promote
technician/employee development
- Hold a 1:1 meeting with Divisional Manager to review Service
Mgr.'s weekly report and to develop corrective action plans as
necessary
- P&L Review
- Review revenue and other KPI results relative to
budget
- Review direct labor and material %'s to prior year and
budget
- Determine and execute corrective action plans (if needed)
Collaborate with Dispatchers each day on:
- Review work order results and ensure quality and order
completeness
- Prioritize work orders based on pre-determined ranking,
customer, and financial criteria
- Review technician performance and behavior to maximize customer
service and operational efficiency
Address customer complaints and satisfaction issues in a timely
matter
- Same-day response to customer inquiries resulting in a positive
response for the customer and LTP
Inspect trucks and uniforms
- Verify truck inventory has been re-stocked
- Assess truck and uniform condition and address unacceptable
results as needed
Attend/orchestrate Daily Huddle to:
- Determine actions needed to hit daily/weekly/monthly
goal
- Inform the Call Center of resource changes and ensure the board
is constantly updated to reflect adjustments in the tech
capacity
- Provide Same Day Service!
OTHER JOB FUNCTIONS:
- Participate in Strategic Planning sessions to provide input on
the future direction of the company
- Collaborate with HR on recruiting, training, and retention
programs
- Ability to stand up and sit down for extended periods of
time
- Ability to lift and transport up to 50 lbs.
- Ability to perform a range of movements (i.e. squatting,
bending, reaching, climbing, etc.) to support the supervised
technicians during drive-a-longs and to perform residential
plumbing services
QUALIFICATIONS:
- Ability to solve complex problems and develop an appropriate
action plan
- Ability to manage internal resources effectively and
efficiently
- Ability to Lead a Technical team by providing leadership and
mentorship
- Excellent business acumen
- Ability to perform mathematical calculations
- Excellent interpersonal and communication skills
- Excellent organizational and follow-through skills
- Good understanding of inventory management and
logistics
- Problem-Solving
- Interpersonal Skills
- Amazing customer service skills
- Excellent verbal, and written communication
Experience/ Education:
- Minimum of 3 years of proven management experience in the
service industry and a history of demonstrating excellence in the
following areas:
- Team Development; Sales/Operations; Customer Service.
- Journeyman or Master Plumber certification preferred, but
industry experience (plumbing, HVAC, Home Improvements, or similar
Consumer Service) is a must.
- Microsoft Office suite of applications required
Compensation:
- Based on experience
Benefits:
- Competitive Dental, Vision, and Healthcare Plans
- 401(k) matching
- Short-Term and Long-Term Disability
- Life Insurance
- PTO
- Paid Holidays
- Employee Assistance Program (EAP)
Disclaimer: The above job description is not intended as, nor
should it be construed as, exhaustive of all responsibilities,
skills, efforts, or working conditions associated with this job.
Reasonable accommodations may be made to enable qualified
individuals with disabilities to perform the essential functions of
this job.
EOE
#ZR
PI432d45fd3745-31181-34371629
Keywords: LEN THE PLUMBER LLC, Ellicott City , Plumbing Service Manager - Baltimore, Executive , Baltimore, Maryland
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