Service Manager

Baltimore, MD 21230 US

Position Type: Technical Service Jobs Job Number: 3200

Service Manager - Baltimore, MD - Residential Plumbing

We have an excellent opportunity for a Service Manager with a rapidly growing Top Residential Plumbing organization located in The Greater Baltimore, MD Area. The Service Manager manages a team of Service Technicians in performing residential plumbing duties while delivering outstanding quality of work, great customer service experience, and expected company productivity and performance results.


  • Manage Service Technicians utilizing key metrics to drive the team to achieve company targets.
  • Provide field coaching, role-playing and customer service training to Service Technicians following The Organization's Service System process.
  • Provide or schedule customized technical training to Service Technicians based on technical training proficiency and needs of each individual technician on the team.
  • Recruit, retain, and train professional Service Technicians through traditional recruiting, referral and networking efforts.
  • Hold team accountable for their productivity performance (i.e. revenue, billable hours per work order, close rate, customer satisfaction, etc…).
  • Work closely with dispatchers in offering guidance in matching service calls to the right Service Technician based on technical proficiencies and key productivity metrics.
  • Monitor performance of field technicians daily in an effort to achieve daily, weekly, and monthly sales performance goals.
  • Manage team schedule to ensure appropriate coverage to meet ongoing customer demand.
  • Create and lead productive and high energy Service Tech meetings to cover relevant customer and training topics and develop technician teams appropriately.
  • Manage the payroll process for the team utilizing the Administrative Assistant for support.
  • Provide digital tablet support and assistance when needed on ServMan platform to field technicians.
  • Facilitate technician turn-in process while also ensuring proper detailing of tickets.
  • Partner with operations team to ensure quarterly truck inventories are scheduled and administered while ensuring technicians are proficient in both warehouse and supply house inventory procedures.
  • Work with accounting team to address any accounts receivable issues.
  • Coordinate with internal resources to ensure appropriate equipment rental, day labor, insurance inquiries, labor subcontracting, and other day to day operational needs are properly addressed.
  • Manage any customer issues to full and timely resolution.
  • Work closely with the Divisional Manager to implement business strategies.
  • Conduct site visits and one on one time with technicians in the field on a weekly basis for quality assurance, training purposes, and to ensure technician engagement.

Please click “Apply” and be sure to upload your resume so that you can be considered. Paul Rychlewski will contact all qualified applicants. You may also contact Paul directly at 312.780.7507 or at

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