A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Plumbing Service Manager Survoy's Superior Service Cleveland, OH Job Details $100,000 - $120,000 a year 1 day ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Life insurance Qualifications Customer communication Field service Team leadership Spreadsheets Coaching Plumbing building codes Team development Key Performance Indicators Quality control management Supervising experience Managing plumbing teams Sales revenue analysis Financial data management Escalation handling Profit and loss analysis Full Job Description The Plumbing Service Manager is responsible for the day-to-day leadership of Survoy's commercial and industrial plumbing service department, including technician performance, dispatch coordination, quality control, and profitability. This role owns the plumbing service P&L for the company, drives revenue growth through quote conversion and preventive maintenance pull-through, and ensures customers receive safe, code-compliant, and high-quality service. The Plumbing Service Manager works closely with dispatch, coordinators, and field technicians to balance customer satisfaction, technician development, and operational efficiency. This position will require a highly motivated and experienced service manager who is looking for the opportunity to build a plumbing department under the umbrella of an existing business.
What Survoy's Offers You Top Pay:
$100,000 - $120,000 Paid Weekly Medical, Dental, and Vision Benefits Paid Time Off Company-Paid Life Insurance Policy 401(k)
Plan Main Duties:
Customer & Relationship Management Build and maintain strong relationships with commercial and industrial plumbing customers, serving as the point of escalation for service issues. Conduct or oversee job-site visits and quality checks on high-value or complex plumbing work. Partner with account managers and National Accounts (NAC) contacts to support customer retention and satisfaction targets. Field & Technician Development Hire, train, and develop plumbing technicians and apprentices; manage performance and conduct regular ride-alongs. Ensure technicians follow Survoy's safety standards, plumbing code requirements, and quality workmanship expectations. Support technician certification and licensing progression (apprentice through master plumber, as applicable). Operational & Revenue Performance Own plumbing service department revenue, margin, and labor efficiency targets; report performance against monthly and quarterly goals. Drive quote generation and pull-through on service and preventive maintenance work identified in the field. Review and approve technician-generated quotes for accuracy, pricing, and scope prior to customer presentation. Partner with dispatch to ensure efficient scheduling, response times, and utilization of plumbing technicians. People Management Lead weekly team meetings to review safety, performance metrics, open jobs, and customer feedback. Manage technician scheduling, PTO, and on-call rotation for plumbing service coverage. Address performance issues, conduct evaluations, and support compensation and bonus programs in partnership with HR. Administrative & Reporting Maintain accurate work order documentation, job costing, and closeout records in Service Titan. Prepare and present exception-based performance updates, highlighting wins, constraints, and asks. Ensure compliance with permitting, code inspections, and required plumbing documentation for all jobs.
Requirements:
10+ years of commercial/industrial plumbing experience, including at least 2 years in a lead, foreman, or supervisory role. Journeyman or Master Plumber license (or ability to obtain within a defined timeframe, per state requirements). Experience with field service management software (Service Titan or similar) strongly preferred. Strong working knowledge of commercial plumbing systems, code requirements, and safety standards. Proven ability to lead, coach, and hold technicians accountable to performance and quality standards. Comfortable reviewing financial and operational data (revenue, margin, pull-through, utilization) and translating it into action. Excellent communication skills with customers, technicians, and leadership. Proficiency with Microsoft Excel and field service management platforms. Regular travel between job sites, customer locations, and the branch office within the service territory. Occasional site visits to active commercial/industrial job sites requiring appropriate PPE. Availability to respond to escalated service issues outside of standard business hours as needed. Ability to build a plumbing department, ground up, provided the resources and support of organization leaders.
