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    Plumbing Service Manager - Baltimore, United States - Len The Plumber

    Len The Plumber
    Len The Plumber Baltimore, United States

    1 week ago

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    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
    #ZR

    PIc3d7a2bbcb7f
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