Service Manager - Orange, United States - Barker and Sons Plumbing

Description

You are a detail-oriented, self-starter who thrives in a fast-paced environment, enjoys improving processes, and helping your teammates get the best from themself.

You are an effective communicator, a natural problem-solver, and enjoy bringing order to chaos and efficiency to situations with multiple moving parts.

If this sounds like you, and you take pride in holding a higher standard, taking ownership of your decisions, and bringing smiles to others, there's a good chance you could be a fit as a Barker & Sons Plumbing Service Manager.

Barker & Sons is looking for a collaborative, action-oriented leader ready to mentor and grow a team of high-performing field technicians.

The Service Manager is a member of our Operations Team and is accountable for harmonizing the selling, scheduling, and completion of all plumbing services through leadership, management, and accountability of our technicians and the consistent application of our best practice-driven processes.

This role drives effective and profitable daily operations through direct leadership, process improvement, sales coaching, and the use of key data and metrics to identify issues, develop solutions, and drive performance.

Key to success is the ability to manage a mix of direct reports that may include Plumbing Service & Repair, Camera Sales, and Installation Technicians.

• Lead, manage, and be accountable for the performance and results of the designated technician team.
• Learn, train, and coach technicians on the Barker & Son's service model, sewer sales, and installation processes, and the use of technology and established workflows to ensure consistent support.
• Drive team performance to reach productivity and conversion goals; monitor and evaluate operations and sales data to provide targeted coaching and feedback.
• Ensure technicians provide consistent 5-star customer experiences in alignment with the Barker & Sons home services proven process.
• Establish and conduct routine ride-along training sessions to build technician confidence, improve performance, and foster professional growth.
• Ensure adherence to payment processing requirements for job initiation, continuation, and close out.
• Participate in daily meetings to review data and communicate objectives.
• Collaborate with Dispatch to ensure work assignments align with field performance, satisfy customer needs, and adhere to company standards for staffing.
• Assist in the creation and adherence to monthly staffing schedules to support regular operations and contingency situations.
• Serve as a conduit between customers, technicians, and staff to ensure that service issues are addressed in a timely and appropriate manner.
• Set the example of professional appearance and demeanor for our technicians such that moms, sisters, wives, daughters, or really anybody, would gladly welcome our team into their home and be grateful we're there to solve their problem(s).
• Champion the Barker & Sons core values, fostering accountability and pride among technicians in the upkeep and readiness of their trucks, tools, parts, and inventory assigned.
• Actively recruit and provide input on the screening, selection, and management of technicians in alignment with core values and objectives.
• Create and maintain a safe working environment; ensure personnel safety remains paramount in all situations.
• Continuously seek and incorporate performance feedback and coaching via site leadership and Nexstar coaches

• Proven team leader, experienced in managing direct reports to achieve sales objectives and deliver exemplary customer service.
• Track record of success in service management, preferably in-home services, automotive, or a related field.
• Solid understanding of small business operations, job level profit & loss, and cash flow; ability to use financial metrics to accurately read, diagnose, and coach technician performance.
• Detail-focused, self-starter that gets things done.
• Strong written and verbal communication skills.
• Adept at creating and improving processes, systems, and sales performance.
• Technologically savvy, learns and implements new software, and systems quickly.
• Able to work out of our Orange County office and/or in the field with technicians daily.
• Able to work weekends.
• Hold a valid (CA) driver's license with a clean driving record.
• Able to pass a background check for Home Services.

• 5+ years in service management.
• 2-3 years within a Plumbing/Home Services company.
• Completion of a home services management and/or sales training program.
• Experience using Service Titan or similar home services support software.
• Experience managing and/or leading safety programs.

• Experience within a Nexstar Network Home Services Company.
• Strong understanding of the plumbing products and service invoicing.
• Strong technical understanding of the plumbing products and solutions

• Lead, manage, and be accountable for the performance and results of the designatedtechnician team.
• Learn, train, and coach technicians on the Barker & Son's service model, sewer sales, and installation processes, and the use of technology and established workflows to ensure consistent support.
• Drive team performance to reach productivity and conversion goals; monitor and evaluate operations and sales data to provide targeted coaching and feedback.
• Ensure technicians provide consistent 5-star customer experiences in alignment with the Barker & Sons home services proven process.
• Establish and conduct routine ride-along training sessions to build technician confidence, improve performance, and foster professional growth.
• Ensure adherence to payment processing requirements for job initiation, continuation, and close out.
• Participate in daily meetings to review data and communicate objectives.
• Collaborate with Dispatch to ensure work assignments align with field performance, satisfy customer needs, and adhere to company standards for staffing.
• Assist in the creation and adherence to monthly staffing schedules to support regular operations and contingency situations.
• Serve as a conduit between customers, technicians, and staff to ensure that service issues are addressed in a timely and appropriate manner.
• Set the example of professional appearance and demeanor for our technicians such that moms, sisters, wives, daughters, or really anybody, would gladly welcome our team into their home and be grateful we're there to solve their problem(s).
• Champion the Barker & Sons core values, fostering accountability and pride among technicians in the upkeep and readiness of their trucks, tools, parts, and inventory assigned.
• Actively recruit and provide input on the screening, selection, and management of technicians in alignment with core values and objectives.
• Create and maintain a safe working environment; ensure personnel safety remains paramount in all situations.
• Continuously seek and incorporate performance feedback and coaching via site leadership and Nexstar coaches