Plumbing Service Manager

*Prior Plumbing Experience is not mandatory

*Prior military experience is an asset

Who we are and where we are going:

Since 1974 we've been providing superior plumbing and well pump services in Simcoe, Muskoka, and York Region. Earlier this year, a retired Canadian Army veteran acquired Harris Plumbing. We have almost doubled our team this year.
By 2028 We will
become the best and largest residential service plumbing company to work for in Simcoe County and York Region.

We will achieve this by:

• Caring about our people and their feedback and feelings;
• paying above-market and doubling our team;
• providing a healthy and respectful workplace culture;
• developing and investing in our people; and
• investing in superior marketing, equipment, systems, and processes.

Our values are:

• Integrity
• we do the right things for our plumbers, our customers, and our company even when noone is watching
• Courage
• we have the courage to face our fears. We learn and grow. We drive the change we want to see in the world. We communicate hard truths with courage and kindness to our team members and customers.
• Professionalism
• we minimize errors, take our time with our customers, and provide as much service we can to our customers.
• Teamwork
• we work together as a team and find ways to improve and change incentives to ensure teamwork and collective success is prioritized.

Role Description

This is a full-time, on-site role for a Plumbing Service Manager located in Barrie, ON. This person is highly skilled in keeping people accountable to company standards, leading, coaching, mentoring, developing people, and minimizing politics at work.

The Plumbing Service Manager is responsible for leading the residential plumbing service department with a focus on technician development, customer satisfaction, operational efficiency, and revenue growth. This leader is accountable for the success of the plumbing team—ensuring high-quality workmanship, clear communication, and consistent follow-through on company processes and values.

The Plumbing Service Manager coaches technicians, manages daily schedules, resolves escalated issues, and works cross-functionally with the call center, warehouse, and sales departments. Success in this role is measured by department profitability, technician performance, client satisfaction, and team development.

Primary Responsibilities:

1. Lead and Develop Plumbing Technicians.
   The Plumbing Service Manager actively coaches and supports technicians in the field. They facilitate ongoing training, conduct ride-alongs, monitor performance, and hold technicians accountable to company standards for quality, safety, and client service.
2. Manage Daily Operations.
   This role oversees daily job assignments, ensures call capacity is filled, and monitors technician efficiency. The manager supports dispatch with job distribution, adjusts routes as needed, and ensures materials, tools, and resources are available to keep jobs flowing smoothly.
3. Ensure High-Quality Workmanship.
   Every job must meet or exceed code, company, and client expectations. The Plumbing Service Manager audits completed work, investigates callbacks, and provides corrective coaching when needed.
4. Drive Revenue and Client Experience.
   This manager supports technicians in generating additional value for clients through service membership promotions, add-on opportunities, and replacement leads. They monitor average tickets, lead conversion, and client feedback to drive team improvement.
5. Collaborate Across Departments.
   The Plumbing Service Manager works closely with other departments including Service to ensure plumbing jobs are scheduled accurately, vans are stocked appropriately, and larger projects are conducted seamlessly.

Key Performance Indicators:

• Technician Efficiency.
  Minimum 3 completed calls per day.
• Callback Rate (customers calling us back due to product or workmanship issues).
  Less than 3%.
• Average Ticket.
  $1,000+ per service call.
• Service Membership Conversion Rate.
  40%+
• Overall Job Conversion Rate.
  85%+ of booked jobs result in sold work above dispatch fee.
• Client Satisfaction
  . 90%+ 5-star reviews. 1 in 3 jobs earn us a 5 star review.

Ongoing Responsibilities

Daily:

• Review and manage plumbing schedule and technician assignments
• Support technicians with technical questions, parts needs, or in-field troubleshooting
• Communicate with dispatch, call takers, and sales team as needed
• Monitor job progress, client satisfaction, and resolve issues in real time

Weekly:

• Conduct team meetings or toolbox talks focused on safety, sales, and service process
• Review individual technician KPIs and provide 1-on-1 coaching
• Participate in leadership team meetings to report on department performance
  • Support hiring, onboarding, and training of new plumbers

Monthly:

• Conduct ride-alongs for skills evaluation
• Host safety meetings and review incidents or near misses
• Review department financials and contribute to monthly reporting
• Reset goals with team and recognize top performers

Compensation

Total Compensation Range: $85,000 – $150,000

Compensation includes base salary with bonus opportunities tied to department gross margin, average ticket improvement, service agreement sales, and technician development. Top-performing managers may exceed the target range through goal achievement and departmental growth.

Key Qualities & Expectations

• Leadership-Focused.
  Able to inspire, coach, and hold technicians accountable. Several years' experience leading high-performance teams is required.
• Client-Centered.
  Committed to delivering five-star experiences
• Organized & Proactive.
  Anticipates needs and keeps operations running smoothly
• Technically Skilled.
  Strong knowledge of residential plumbing codes and systems
  or willing to learn quickly
• Revenue-Minded.
  Understands the financial levers of a successful service department
• Solution-Oriented.
  Solves problems calmly and effectively under pressure
• Safety-Conscious.
  Enforces safety protocols and ensures team compliance
• Licensed & Experienced.
  Holds appropriate plumbing licenses and field experience
• Clear Background.
  Must pass drug screening and background check