Service Division Manager

Department: Service

Position Summary: We are seeking an experienced Service Division Manager to lead and oversee the daily operations of a plumbing and heating service department. This leadership role is responsible for managing technicians, driving sales growth, ensuring exceptional customer service, and maintaining efficient department operations. The ideal candidate will have a strong background in the plumbing industry, proven leadership experience, and a commitment to developing both employees and customer relationships.

Key Responsibilities: Lead the day-to-day operations of the service department, ensuring high-quality service and customer satisfaction. Develop and maintain strong relationships with existing customers while actively pursuing new business opportunities. Generate sales leads and promote preventative maintenance and service agreement programs. Prepare estimates, proposals, and bids for service and contract work. Oversee awarded projects to ensure they are completed safely, efficiently, and profitably. Recruit, interview, hire, onboard, and train service technicians to meet department staffing needs. Provide ongoing coaching, technical support, performance evaluations, and disciplinary guidance for service personnel. Manage technician resources, including vehicle inventory, tools, equipment, and material control systems. Schedule technicians and coordinate workloads to maximize productivity and customer response times. Resolve customer concerns and address issues involving employees, vendors, or third-party organizations when necessary. Work with suppliers and internal teams to obtain competitive pricing and ensure material availability. Develop, monitor, and manage departmental budgets, financial goals, and overall profitability. Ensure compliance with company policies, safety standards, and industry best practices. Assist with service pricing and monitor technician productivity through labor and time reporting. Maintain accurate records of estimates, awarded work, and project profitability. Oversee collections, lien processes, and other outstanding account matters. Plan and lead regular service department meetings with technicians and office staff to improve communication and performance.

Qualifications: High school diploma or equivalent required. Minimum of 10 years of experience in plumbing service management or a combination of relevant education and industry experience. Extensive knowledge of plumbing systems, hydronics, and service operations. Strong leadership, communication, and team‑building skills. Excellent organizational, problem-solving, and customer service abilities. Valid driver's license with a satisfactory driving record.