Plumbing Assistant Service Manager

Job Summary

As the Assistant Service Manager for D&F Plumbing, Heating and Cooling, you must be highly driven, incredibly reliable, and have a "take-charge" attitude. This role requires a strong leader who can motivate, train, delegate, and oversee multiple departments within the service division to maximize production and profitability. As a Support role to our Service manager, you will keep company values and branding top priority.

You will primarily assist in leading a team of around 30 field technicians and support staff, including dispatchers, and warehouse/delivery, laborers.. Our team operates in the service, repair, and small remodel sectors, requiring you to have a deep understanding of UPC plumbing code, safety, project efficiency and regulations, tool organization function, material and tracking, plumbing product, service calls, plumbing service projects in both residential and commercial knowledge in Oregon and Washington.

We need a leader who can earn the team's respect and loyalty, deliver exceptional service to our customers, and contribute to our company's growth. You should be confident yet humble, and focused on the project management of the team. This role requires an organized, experienced skilled tradesman. You need to have great people skills as well as be experienced in Sales.

D&F values employee satisfaction and offers significant growth opportunities, competitive wages of $40 to $52 an hour depending on experience and fantastic benefits to the ideal candidate.

Responsibilities include but are not limited to:

• Maintain a high level of professionalism and patience with coworkers and customers
• Delegate and supervise tasks across various teams, including licensed journeyman plumbers, repair techs, re-pipe crews, sewer crews, dig crews, etc.
• Drive service revenue growth month over month.
• Provide after-hours support for field service technicians as needed.
• Coordinate and communicate effectively within the entire Service Department to ensure smooth operations.
• Uphold the company's brand and quality standards, and safety in all team activities.
• Master and train others in company software systems (e.g., Service Titan, Google Suite, Outlook).
• Manage pricing, including building, editing, and updating the price book.
• Estimate and manage smaller projects (up to $100k), overseeing all phases from pricing to planning and execution.
• Lead efforts to convert service calls into booked appointments and provide field and office staff training on customer service and sales techniques.
• Oversee dispatch operations to ensure efficiency and customer satisfaction.
• Manage staffing levels to accommodate varying workloads and ensure coverage during peak and off-peak seasons.
• Monitor and improve staff performance, including providing feedback and coaching to enhance customer interactions and sales.
• Develop and implement formal training and incentive programs for all departments.
• Handle customer service inquiries, including scheduling, billing, and resolving complaints, to maintain high customer satisfaction.
• Promote a safe work environment through field safety visits and in-office safety training.
• Assist in recruitment, hiring, training, and retention strategies for skilled plumbers and support staff.
• Ensure proper completion and documentation of jobs, including photos and payments.
• Support office operations as needed, including email correspondence, proposal preparation, project management, and material scheduling.
• Contribute to the team's success by taking on additional tasks or projects as required.
• Provide technical support to field technicians, ensuring adherence to Oregon and Washington plumbing codes and compliance with the master labor agreement of Local Union 290.

Skills & Qualifications

• A proven track record in the plumbing industry and 5+ years prior management experience.
• Knowledge of the flat-rate pricing system.
• Prior experience with Service Titan software is a huge plus.
• Punctual and committed to regular attendance.
• Highly motivated, self-starter who is flexible and has a positive attitude.
• Proficient in IT and computer applications, including Microsoft programs and modern mobile devices (iPhones, iPads, Androids), with strong typing skills.
• Ability to lift/carry/move up to 80 pounds and capable of climbing ladders and stairs.