Service Manager
Onsite: Glen Burnie, Maryland
Prime Plumbing is the trusted leader in residential home services in the Baltimore Area. Our mission is to deliver exceptional service and innovative solutions to our community. As a rapidly growing company, we thrive on teamwork, customer satisfaction, and a passion for excellence. We’re looking for a Service Manager to join our team and lead the Service Department.
Position Overview
The Service Manager will play a pivotal role in overall growth of the business, Prime Plumbing’s revenue generation, technician development and Nexstar business practices. This position is perfect for someone who inspires through coaching, accountability - a true motivating leader. A solution driven leader, forward thinks and drives results. Oversee daily operations of the Service Department as a member of the leadership team.
Salary Range: 70k-95k
Are you a leader who motivates and inspires? Are you a solution maker? Do you love team work and collaboration? Are you a driver of results and positive & accountable culture? Keep reading, this could be the role for YOU!
Key Responsibilities
Performance Management & Sales
- Oversee Service Technicians, daily operations including customer experience and sales- delegating tasks accordingly to support.
- Utilizing the Nexstar KPIs, Develop, Coach and Mentor technicians to provide high quality service growing the business.
- Support dispatch Team, to ensure right call right tech.
- Track and analyze sales performance, identifying and creating solutions for opportunities for improvement.
- Support, mentor and oversee daily, weekly and monthly sales, training & performance goals.
Training
- Coach, Train, Lead by Nexstar principles, developing talent with regularly scheduled training sessions and leading by example, incorporating positive and productive learning sessions.
- Schedule and/or provide technical training, ongoing technical support training
- Collaborate with the leadership team to develop training for Apprentices and future development programs.
- Recruit, Hire, and Develop Service Technicians, fostering an environment of positive culture and consistent accountability.
- Uphold and communicate company objectives and policies accordingly
- Oversees Service Department team, day to day operations including employee matters.
Operations
- Manage payroll processing, scheduling of the technicians for PTO, Vacations,or Unplanned Time off requests, and on call schedules with Lead Techs & Operations.
- Collaborate and Partner with the Inventory & Warehouse team, to conduct inventories and regular vehicle inspections.
- Oversee Customer Experience issues and provide prompt resolution, collaborating with leadership where appropriate.
- Plan, Schedule and Implement regular 1 on 1 sessions, with technicians and direct reports.
- Implement new projects, beta projects and new polices and procedures in coordination with the leadership team.
- Collaborate with leadership to build standard operating procedures (SOPs) for service delivery, sales processes, and administrative tasks as department scales.
- Recruit, Hire and Develop Service Technicians
Financial & KPI Management
- Develop and manage departmental budgets, including parts and equipment.
- Track and analyze KPIs revenue, closing rates, average ticket size, and gross profit.
- Ensure consistent achievement of monthly, quarterly and annual financial goals.
- Work in conjunction with the Accounting Department to revenue invoices, and necessary requirements.
- Reconcile expenses monthly with the account department for the service department.
Qualifications & Skills
- 3+ years in the Home Services industry with Plumbing knowledge.
- Strong Presentation Skills
- Nexstar Trained- A Plus
- Problem Solver & Solution Maker
- Demonstrated capacity to inspire and motivate
- Creative and Forward Thinker
- Skilled action planner, ability to communicate clearly both verbally and in writing.
- Demonstrated ability to work under pressure
Working Conditions
This position is an onsite position. This role may require weekend work, or after hours support to technicians. Ability to lift 50lbs, twist bend, stand.
This job description provides the best summary of the position. It is not intended to encompass all responsibilities. Duties and responsibilities may change as the company grows and scales.
EOE
Job Type: Full-time
Pay: $70,000.00 - $95,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Work Days:
- Monday to Friday
- Weekends as needed
Ability to Relocate:
- Glen Burnie, MD: Relocate before starting work (Required)
Work Location: In person
