Plumbing Service Manager

**JJob Title**: Plumbing Service Manager **Location**: Norm's Plumbing, Heating & Air Conditioning **Reports to**: Ownership **Position Overview**: We are seeking an experienced and organized Plumbing Service Manager. This role is ideal for someone with strong technical knowledge, exceptional leadership and organizational skills, and a passion for growing teams while maintaining operational excellence. The Plumbing Service Manager will be responsible for overseeing day-to-day operations, coordinating installations and service work, job costing, quality control, employee development, and acting as a direct liaison for field technicians. This role also plays a key part in promoting a positive customer experience by upholding our company’s core values. **Key Responsibilities**: **Technical & Administrative Oversight** - Provide support and direction to technicians regarding on-the-job questions, scheduling conflicts, time-off requests, and day-to-day issues. - Manage preparation and follow-up for quoted jobs, including repipes, tankless water heater installs, water mains, bathroom plumbing, boiler systems, and general repairs. - Conduct job costing and margin analysis on service and install jobs. - Ensure accurate quoting and promote best practices in material/labour estimation. **Planning & Coordination** - Forecast workload and align labour accordingly. - Research and recommend opportunities for business growth or process improvements. - Approve or deny time off requests **Employee Development & Leadership** - Support employee performance through regular check-ins, goal setting, and KPI tracking. - Lead performance reviews in conjunction with management. - Identify training opportunities and ensure ongoing development of field techs. - Assist in determining hiring needs and contribute to the recruitment process. **Customer Service & Brand Management** - Maintain and build strong customer relationships by enforcing the "Norm's Difference" of high-quality standards and embodying the company's core values. - Address and resolve customer complaints professionally and effectively. - Determine the billability of callbacks and clearly communicate outcomes to customers. - Ensure dispatch and field personnel operate with efficiency, professionalism, and adherence to safety standards. **Quality Control & Compliance** - Perform quality checks on service and installation work. - Ensure safety and policy compliance across all field activities. - Coordinate with marketing to align operational efforts with campaign strategies and customer messaging. **Software & Reporting** - Utilize Microsoft 365 for reporting, tracking KPIs, and communicating progress. - Maintain accurate records of job costing, employee performance, service reports, and forecasting models. **Required Qualifications**: - Journeyman Plumbing Ticket or equivalent technical certification. - Proven experience in a plumbing leadership role. - Strong knowledge of plumbing systems and repairs. - Excellent organizational and multitasking skills. - Proficient in Microsoft 365 and scheduling software. - Strong written and verbal communication skills. - Experience in estimating, quoting, and job costing. - Conflict resolution skills/training **Preferred Traits**: - Approachable, solution-oriented, and a team builder. - Confident decision-maker and mediator during conflicts or schedule challenges. - Committed to excellence in customer service and employee development. - Comfortable working in a fast-paced, team-oriented environment. **Work Conditions**: - Full-time position with occasional after-hours follow-up as needed. - On-site presence required for coordination and team support. - Some travel within service area for site visits and quality checks. **Compensation**: - Competitive annual salary range: $80,000 - $110,000, based on experience and qualifications. - Performance-based bonuses tied to the success of the plumbing department. - Participation in the company profit-sharing plan. - Additional benefits may include extended health coverage, paid time off, professional development support, RRSP matching, and more - Company phone and vehicle will be provided Pay: $80,000.00-$110,000.00 per year Additional pay: - Bonus pay **Benefits**: - Casual dress - Company car - Company events - Dental care - Disability insurance - Employee assistance program - Extended health care - Life insurance - On-site parking - Paid time off - Profit sharing - RRSP match - Vision care - Wellness program Schedule: - Monday to Friday - On call Application question(s): - Do you have a valid plumbing and gas ticket, or have related experience Work Location: In person Application deadline: 2025-06-27