Pay Growth
?
out of 5
Not enough data
Not enough info to score pay or growth
Director of Service Operations — Residential plumbing & HVAC
Job
Whiteley Plumbing
Chatham, MA (In Person)
$110,000 Salary, Full-Time
Review key factors to help you decide if the role fits your goals.
Job Security
?
out of 5
Not enough data
Calculating job security score...
Total Score
85
out of 100
Average of individual scores
Skill Insights
Compare your current skills to what this opportunity needs—we'll show you what you already have and what could strengthen your application.
Job Description
We're one of Cape Cod's leading residential plumbing and HVAC companies, and we're looking for an experienced service manager to lead our fast-paced service department. You'll oversee a team of 10 field technicians and work closely with 4 support administrators to drive efficiency, improve customer satisfaction, and ensure every job gets done right and on time. Our biggest challenge — and your biggest opportunity — is keeping up with high demand while delivering a consistent and exceptional customer experience. If you thrive on solving operational puzzles, building great teams, and turning a busy shop into a well-oiled machine, we want to hear from you. What you'll do Own the daily service schedule — assigning technicians, prioritizing calls, and keeping the board moving in a high-volume environment Manage the urgent/emergency queue, ensuring critical calls are dispatched quickly and customers are kept informed Supervise on-call after-hours operations, coordinating technician response and resolving escalations Build and grow our preventative maintenance program to stabilize revenue during off-peak periods and reduce emergency call volume Lead, coach, and support a team of 10 field technicians and 4 administrators — setting standards, conducting performance conversations, and fostering a strong team culture Identify and implement process improvements that increase throughput, reduce response times, and improve the customer experience end to end Monitor customer satisfaction, handle escalations professionally, and drive a culture of accountability and quality Track key service metrics and report to ownership on capacity, performance, and growth opportunities What we're looking for 5+ years of service management experience in residential plumbing, HVAC, or a related trades industry Proven ability to manage scheduling and dispatch in a high-demand, fast-paced environment Hands on leader — experience supervising field technicians and office staff Comfortable with CRM and service management software (We use Servicemax on the Salesforce platform) Excellent communication skills with both technicians and customers Calm under pressure with strong problem-solving instincts Familiarity with preventative maintenance programs and service agreements is a strong plus Growth minded self-starter•always identifying opportunities to improve our processes, out people and our bottom line Must be local to Cape Cod or willing to relocate — this is a fully in-person role Why join us Stable, family owned & operated company with a loyal customer base on Cape Cod•our 74th year Real ownership over your department — your ideas and improvements will be heard and implemented Competitive compensation commensurate with experience Supportive ownership team that values operational excellence