Service Operations Manager

Department: Service Operations Reports To: Operations Manager / General Manager Location: Kent, WA

Position Summary

The Service Manager is responsible for the overall leadership, performance, and profitability of the commercial plumbing service department. This position oversees service technicians, dispatch coordination, customer relationships, service sales growth, safety compliance, quality control, and departmental financial performance.

The Service Manager ensures that all service work is completed safely, efficiently, profitably, and in accordance with company standards while delivering exceptional customer service.

Essential Duties and Responsibilities

Leadership & Team Management

• Lead, supervise, coach, and develop service technicians and service coordinators.
• Establish performance expectations and accountability standards.
• Participate in recruiting, hiring, onboarding, and training service personnel.
• Conduct employee evaluations and provide ongoing coaching.

Service Operations

• Manage daily service operations and technician scheduling.
• Ensure efficient dispatching and routing of service technicians.
• Monitor workload distribution and staffing requirements.
• Review completed work orders for accuracy, completeness, and profitability.
• Resolve field issues and provide technical support to technicians as needed.

Customer Relations

• Develop and maintain strong relationships with property managers, facility managers, general contractors, and commercial clients.
• Conduct customer follow-up to ensure satisfaction.
• Identify opportunities for additional service work, preventive maintenance agreements, and capital improvement projects.

Sales & Business Development

• Assist in growing service department revenue.
• Review and approve service estimates and proposals.
• Develop maintenance agreement opportunities.
• Identify and pursue additional service and project opportunities with existing customers.

Financial Management

• Monitor department sales, labor productivity, and profitability.
• Review technician labor utilization and billable hours.
• Manage department budgets and operating costs.
• Assist with forecasting manpower and revenue projections.
• Ensure accurate billing and timely completion of work orders.

Safety & Compliance

• Enforce company safety policies and procedures.
• Ensure compliance with OSHA, Washington State L&I, and company safety requirements.
• Conduct jobsite audits and safety observations.
• Investigate incidents and implement corrective actions.

Administrative Duties

• Review technician timecards and daily reports.
• Maintain accurate department records and documentation.
• Monitor vehicle maintenance schedules.
• Coordinate training and certification requirements.
• Track key performance indicators (KPIs) and prepare management reports.

Required Qualifications

• 5+ years of commercial plumbing service experience.
• 3+ years of supervisory or management experience.
• Strong knowledge of commercial plumbing systems and maintenance.
• Experience managing service technicians and dispatch operations.
• Ability to read plans, specifications, and service documentation.
• Strong budgeting and financial management skills.
• Valid driver's license and acceptable driving record.

Preferred Qualifications

• Washington State Journeyman Plumber License.
• Experience in commercial and industrial service operations.
• Experience with preventive maintenance programs.
• Plumbing estimating experience.
• OSHA 30 Certification.

Pay: $100,000.00 - $120,000.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Vision insurance

License/Certification:

• Washington State Journeyman Plumbers License (Preferred)
• OSHA 30 Certification (Preferred)

Work Location: In person