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Plumbing Service Manager - Baltimore - Baltimore Maryland
Company: LEN THE PLUMBER LLC Location: Baltimore, Maryland
Posted On: 05/18/2024
SERVICE MANAGER - LEN THE PLUMBER / Baltimore Branch Len The Plumber is seeking a talented Manager to lead a team of Plumbing Techs in our very busy, high volume Baltimore Branch location! The ideal candidate will have 3-5 years of direct management experience with a proven record of mobilizing and driving a team to achieve set goals (revenue, efficiency, customer service). The ideal candidate is a self-driven leader and highly motivated to make a strong impact on the team, the company, and our customers. We would prefer our new Service Manager to come from a plumbing or HVAC background, and have been a licensed Journeyman or Master Plumber - or have been a successful Residential Service Tech. NEXSTAR experience is helpful! Experience in other Residential / Consumer Services helpful - HVAC, Pest Control, Roofing, Landscaping, Home Improvement, etc. The Service Manager is responsible for managing the day-to-day sales, operations, and customer service experience for his/her own technician team. Must have SALES MANAGEMENT experience to coach, train, drive KPI Metrics! Competitive base Salary and BONUS based on Team & Branch performance! Come join our largest branch of LTP service Baltimore Metro and all surrounding Counties! Essential Job Functions: - Effectively hiring, coaching, and training technicians to maximize sales and customer service opportunities
- Maintain close communication with all essential stakeholders and business partners to ensure proper detailing of tickets, accounting of revenue, and stocking and maintenance of trucks
- Work cohesively with Customer Service to ensure proper booking of calls based on the needs of the customer and problem resolution as necessary
- Respond to and effectively handles operational, employee, and customer issues in a timely and efficient manner
- Learn and execute the Nexstar (Industry Better Practices Group) Service Management System
- Optimize employee engagement and development for the Service Department by conducting: Routine ride-a-longs with technician/service personnel
- Conduct one-on-one meetings with employees to review recent performance results and to lay out plans to improve where needed and/or to recognize exceptional performance results
- Coordinate tactical/technical training to promote technician/employee development
- Hold a 1:1 meeting with Divisional Manager to review Service Mgr.'s weekly report and to develop corrective action plans as necessary
- P&L Review
- Review revenue and other KPI results relative to budget
- Review direct labor and material %'s to prior year and budget
- Determine and execute corrective action plans (if needed)
Collaborate with Dispatchers each day on: - Review work order results and ensure quality and order completeness
- Prioritize work orders based on pre-determined ranking, customer, and financial criteria
- Review technician performance and behavior to maximize customer service and operational efficiency
Address customer complaints and satisfaction issues in a timely matter - Same-day response to customer inquiries resulting in a positive response for the customer and LTP
Inspect trucks and uniforms - Verify truck inventory has been re-stocked
- Assess truck and uniform condition and address unacceptable results as needed
Attend/orchestrate Daily Huddle to: - Determine actions needed to hit daily/weekly/monthly goal
- Inform the Call Center of resource changes and ensure the board is constantly updated to reflect adjustments in the tech capacity
- Provide Same Day Service!
OTHER JOB FUNCTIONS: - Participate in Strategic Planning sessions to provide input on the future direction of the company
- Collaborate with HR on recruiting, training, and retention programs
- Ability to stand up and sit down for extended periods of time
- Ability to lift and transport up to 50 lbs.
- Ability to perform a range of movements (i.e. squatting, bending, reaching, climbing, etc.) to support the supervised technicians during drive-a-longs and to perform residential plumbing services
QUALIFICATIONS: - Ability to solve complex problems and develop an appropriate action plan
- Ability to manage internal resources effectively and efficiently
- Ability to Lead a Technical team by providing leadership and mentorship
- Excellent business acumen
- Ability to perform mathematical calculations
- Excellent interpersonal and communication skills
- Excellent organizational and follow-through skills
- Good understanding of inventory management and logistics
- Problem-Solving
- Interpersonal Skills
- Amazing customer service skills
- Excellent verbal, and written communication
Experience/ Education: - Minimum of 3 years of proven management experience in the service industry and a history of demonstrating excellence in the following areas:
- Team Development; Sales/Operations; Customer Service.
- Journeyman or Master Plumber certification preferred, but industry experience (plumbing, HVAC, Home Improvements, or similar Consumer Service) is a must.
- Microsoft Office suite of applications required
Compensation: - Based on experience
Benefits: |
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