Plumbing Service Manager - Baltimore
Company: LEN THE PLUMBER LLC
Location: Baltimore
Posted on: May 8, 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
PI5a9cce32a5-
Keywords: LEN THE PLUMBER LLC, Frederick , Plumbing Service Manager - Baltimore, Executive , Baltimore, Maryland
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