Service Manager, Commercial Plumbing

Pompano Beach, FL

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The Commercial Plumbing Service Manager is responsible for the overall performance, profitability, and execution of the commercial service department. This role leads service technicians, service coordinators, and dispatch, ensuring high-quality work, strong customer satisfaction, and consistent financial results. The Service Manager owns daily operations, technician performance, service revenue growth, gross margin, and customer retention while enforcing safety, quality, and company standards.

Key Responsibilities

  • Operations & Service Delivery

  • Oversee daily operations of the commercial service department

  • Ensure service calls are properly scheduled, staffed, and executed

  • Monitor job progress, troubleshooting issues to keep work on time and on budget

  • Ensure work meets company quality standards, code compliance, and customer expectations

  • Enforce safety policies, procedures, and jobsite compliance

Financial & Performance Management

  • Own service department revenue, margin, and labor efficiency

  • Review service pricing, estimates, and change orders

  • Monitor technician productivity (billable hours, utilization, callbacks)

  • Control overtime, material costs, and rework

  • Review weekly KPIs and take corrective action when targets are missed

Leadership & Team Development

  • Lead, coach, and hold technicians and service staff accountable

  • Conduct regular performance reviews and ride-alongs

  • Assist with hiring, onboarding, and training of service technicians

  • Build a culture of accountability, professionalism, and continuous improvement

  • Address performance issues promptly and fairly

Customer Relations & Account Management

  • Serve as point of escalation for key commercial customers

  • Maintain strong relationships with property managers, engineers and facility managers

  • Resolve service issues and complaints quickly and professionally

  • Identify upsell and preventive maintenance opportunities

  • Support long-term customer retention and repeat service work

Systems, Processes & Reporting

  • Ensure proper use of service software (dispatching, work orders, time tracking)

  • Review service tickets for accuracy, documentation, and billing readiness

  • Work closely with accounting to ensure timely and accurate invoicing

  • Participate in weekly leadership and planning meetings

  • Support continuous improvement of service workflows and procedures

Key Performance Indicators (KPIs)

  • Service department revenue

  • Gross margin by service job

  • Technician utilization / billable efficiency

  • Average ticket value

  • Callback and warranty rate

  • Overtime percentage

  • Customer satisfaction / repeat service rate

  • Safety incidents and compliance

Required Qualifications

  • 7+ years of commercial plumbing experience

  • 3+ years in a supervisory or management role

  • Strong understanding of commercial plumbing systems and service workflows

  • Proven ability to manage people, schedules, and budgets

  • Solid financial and job costing knowledge

  • Strong communication and leadership skills

  • Ability to make decisions under pressure

  • Proficient with service management software (Build Ops, Service Titan)

Salary Range: $95,000-$110,000

Full-time, on-site

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