Plumbing Service Manager at Go Green Plumbing, Heating, Air & Electrical

Greensboro, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

19 May, 26

Salary

0.0

Posted On

18 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Staff Management, Customer Experience, Sales Integration, Team Development, Performance Monitoring, Operational Oversight, Scheduling, Inventory Management, Financial Performance, Coaching, Accountability, Decision Making, Communication, Leadership, Problem Solving, Technical Assistance

Industry

Construction

Description

Description Service Manager Role Overview Manage staff and ensure exceptional customer experiences by delivering high-quality service on every call. Key Responsibilities Sales Integration & Cross-Department Collaboration Implement sales strategies across departments following Nexstar best practices to drive profitability. Attend daily huddles and collaborate with other departments to maximize cross-sales and lead generation. Team Development & Training Coach technicians to build customer rapport and recommend appropriate products and services. Conduct at least one product/technical training every two weeks. Hold one soft skills training session every two weeks. Perform ride-alongs with each technician every 10 days (ride in the same vehicle). Conduct weekly one-on-one meetings to address technician concerns and provide individual support. Performance Management & Accountability Monitor and hold technicians accountable to meet and exceed revenue and KPI goals, including: Conversion rates, average ticket, tasks per option, membership conversion, sold hours, and callback ratios. Work closely with dispatch and customer service to align operations with business goals. Ensure dispatchers assign the right technician to each call and monitor technician performance. Utilize Rilla technology to track technician engagement on every call. Operational Oversight & Scheduling Manage team schedules to align with demand, including on-call rotations, and approve or deny vacation requests. Ensure incentive programs are fair, consistent, and well-documented. Review and approve invoices, timesheets, incentives, and performance metrics. Provide technical assistance to field technicians as needed. Perform service and sales calls when required. Participate in the manager on-call rotation, offering after-hours and weekend support to technicians on after hours calls. Vehicle & Inventory Management Perform biweekly vehicle inspections and ensure technicians maintain vehicle cleanliness. Technicians with take-home vehicles must wash them monthly or when visibly dirty, whichever comes first. Assist with year-end material inventory of company vehicles and warehouse, ensuring completion within three days. If not completed within 3 business days all employees (including managers) must report to the office on the following weekend until inventory has been completed. Company Events Attend & Participate in the mandatory “Trunk or Treat” event hosted by Go Green in the month of October every year. Participate in a minimum of 4 yearly events not including the mandatory “Trunk or Treat” event during the month of October. KPI & Financial Performance Ensure department performance aligns with management targets for: Gross profit, labor costs, material expenses, and subcontractor usage. Accountability Standards Review invoices to ensure compliance with service standards: Options Per Call: HVAC (3-4), Plumbing/Electrical (4-6) Tasks Per Option: HVAC (3+), Plumbing (4+), Electrical (3+) Demand Conversion Rates: HVAC (80%), Plumbing (80%+), Electrical (80%) Membership Conversion: 30% Along with all other specified KPI’s that align with Nexstar best practices. Confirm every call includes clear documentation with photos, videos, and written notes. Confirm Rilla is being utilized on every service call ran. Requirements Competencies for Success Proven experience in operations, or leadership. Willingness to get in the trenches with your team, no superiority complex, at Go Green, we are a team! Coachable, Humble, and Readiness to GROW Ability to inspire and motivate teams to achieve company goals. Strong organizational skills with excellent follow-through. Effective verbal and written communication abilities. Sound decision-making skills, especially in high-pressure situations. Public speaking or presentation skills are a plus. Empathetic leadership and ability to build trust. Thrive in fast-paced, goal-oriented environments. Requirements Competencies for Success Develop a proven track record in operations Ability to inspire and lead others to attain company goals. Highly organized with exceptional follow-through abilities. Strong verbal and written communications. Quick, sound decision-making abilities. Good presentation and public speaking skills is a plus. Ability to build trust and demonstrate empathy. Excel in a fast-paced, goal-driven environment.

Responsibilities

The Service Manager is responsible for managing staff to ensure high-quality service delivery and exceptional customer experiences, while also implementing sales strategies across departments to drive profitability. Key duties include coaching technicians, monitoring performance against revenue KPIs, and overseeing daily operations, scheduling, and vehicle maintenance.