Service Manager in Kent, Washington at Western Mechanical Contractors

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.
• Conduct regular team meetings and safety meetings.
• Establish performance expectations and accountability standards.
• Participate in recruiting, hiring, onboarding, and training service personnel.
• Conduct employee evaluations and provide ongoing coaching.
• Promote a positive, professional, and safety-focused culture.

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.
• Ensure service calls are completed according to company standards.
• 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.
• Respond to customer concerns and service escalations.
• Conduct customer follow-up to ensure satisfaction.
• Identify opportunities for additional service work, preventive maintenance agreements, and capital improvement projects.
• Represent the company in a professional manner at all times.

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.
• Support company business development initiatives.

Financial Management

• Monitor department sales, labor productivity, and profitability.
• Review technician labor utilization and billable hours.
• Manage department budgets and operating costs.
• Review pricing, markup, and gross profit performance.
• Assist with forecasting manpower and revenue projections.
• Ensure accurate billing and timely completion of work orders.
• Address customer complaints, including issues with billing

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.
• Maintain appropriate service vehicle, equipment, and tool programs.

Quality Assurance

• Perform field inspections and quality-control reviews.
• Ensure workmanship meets company and industry standards.
• Monitor customer feedback and corrective action items.
• Develop and maintain standard operating procedures.

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.

Key Performance Indicators (KPIs)

The Service Manager will be evaluated based on:

Financial Performance

• Service revenue growth
• Gross profit percentage
• Service department profitability
• Maintenance agreement growth

Operational Performance

• Technician utilization rate
• Billable labor percentage
• Average response time
• Work order completion rate
• Call-back percentage

Customer Performance

• Customer retention
• Customer satisfaction scores
• New service contract acquisition
• Resolution time for customer issues

Safety Performance

• Recordable incident rate
• Safety meeting participation
• Vehicle accident frequency
• Compliance with safety inspections

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.
• Excellent customer service and communication skills.
• Proficiency with service management software and Microsoft Office products.
• 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.

Core Competencies

• Leadership
• Accountability
• Customer Focus
• Communication
• Problem Solving
• Team Building
• Safety Leadership
• Strategic Planning
• Financial Acumen
• Time Management