Service Manager /ops Manager - Talon Plumbing

Service Manager

The Service Manager plays a critical leadership role in overseeing the daily operations and overall performance of the plumbing service department. This position is responsible for ensuring exceptional customer satisfaction, developing and leading a high-performing team, and driving operational efficiency. The Service Manager will implement strategic initiatives to grow the business, maintain financial health, and ensure safety and compliance across all service activities.

Success in this role requires a hands-on leader who can balance day-to-day operational needs with long-term business objectives, ensuring consistent service excellence, employee development, and profitability.

Our Core Values

We expect all leaders to model and promote these values in their daily work:

• Customer Focus – Give the customer a fair deal.
• Accountable – Say what we do, do what we say.
• Sense of Urgency – Time is of the essence.
• Honesty and Integrity – Treat others as you'd like to be treated.

These principles guide how we do business: service delivery, team communication, and business decisions.

Principal Responsibilities & Duties

Customer Satisfaction

• Ensure high-quality service delivery and effective resolution of customer issues.
• Maintain strong customer relationships to drive repeat business and positive referrals.
• Handle communication regarding recalls, liability claims, escalations, and overall customer satisfaction.

Team Leadership & Development

• Lead, motivate, and train plumbers and support staff.
• Foster a positive culture, conduct performance reviews, and develop future leaders.
• Provide ongoing sales, software, and safety training.
• Perform regular employee observations and review monthly team scorecards.

Business Growth & Strategy

• Develop and implement strategies to expand service offerings and attract new customers.
• Stay informed on industry trends and emerging products.
• Promote driver safety, proper use of PPE, and manage on-the-job incidents to support sustainable growth.

Operational Management

• Support and coordinate daily operations, including scheduling, dispatching, project and asset management.
• Ensure an efficient workflow through call-by-call coaching, proper technician-to-job assignments, and timely follow-ups.

Financial Performance

• Project and manage budgets, monitor financial performance, and identify cost-saving opportunities to drive profitability.
• Review invoices daily, project job counts and average job revenue.
• Prioritize jobs, ensure same-day completions, and manage cancellations and rescheduling effectively.

Performance Standards

• Customer Satisfaction – Measured by reviews, callbacks, and resolution efficiency
• Team Development – Technician skill growth, training completion, and retention
• Department Profitability – Margin control, efficiency, and daily performance metrics
• Driving score: Average of 90 or better
• Safety: Eliminate injuries and at-fault accidents
• Accountability to Core Values – Demonstrated leadership in customer focus, urgency, honesty, and follow-through