Service Manager
Burke Plumbing and Heating
Norton, MA
- Job Summary:
Responsible for driving accountability throughout the field organization through coaching and training, managing performance, auditing and supervising jobs, developing improvement initiatives, and delivering exceptional customer experiences, high-quality workmanship, and profitable growth.
- Reporting Relationships:
- Reports directly to the President and works closely with the management team and support staff.
- Direct Reports: Service Coordinator, Dispatcher, Field Technicians.
- Duties and Responsibilities:
- Oversee all HVAC, plumbing, and electrical field operations.
- Provide leadership and direction to field personnel.
- Establish operational goals and performance expectations.
- Monitor departmental productivity and operational performance.
- Ensure field resources are properly allocated to support customer demand.
- Support company growth initiatives and operational scalability.
- Participate in strategic planning and operational decision-making.
- Maintain a culture of professionalism, accountability, and continuous improvement.
Job Oversight and Audits
- Conduct routine field inspections and ride-alongs.
- Audit completed service and installation jobs.
- Evaluate workmanship quality and technical performance.
- Verify compliance with company standards and procedures.
- Identify training opportunities and corrective actions.
- Monitor callback and warranty trends.
- Ensure customer satisfaction standards are maintained.
- Evaluate operational workflows and procedures.
- Identify inefficiencies and improvement opportunities.
- Implement improvement initiatives: processes, tools, and controls.
- Drive operational consistency across business units.
- Improve service delivery and operational effectiveness.
- Oversee apprentice development and progression.
- Ensure apprentices receive proper field training.
- Monitor apprentice skill development and performance.
- Drive development of future technicians and leaders.
- Coordinate licensing and certification requirements.
- Reinforce company standards, procedures, and best practices.
- Conduct field coaching and mentoring.
- Support technical, safety, and customer service training.
- Coordinate ongoing workforce development initiatives.
- Support operational growth initiatives through labor planning.
- Establish performance expectations and KPI standards.
- Monitor technician productivity and efficiency.
- Benchmark performance against company goals.
- Identify improvement opportunities through performance analysis.
- Evaluate staffing levels and workforce requirements.
- Monitor technician utilization and workload distribution.
- Assist with hiring recommendations and workforce planning.
- Develop, implement, and maintain operational procedures.
- Ensure field compliance with company SOPs.
- Support continuous refinement of company processes.
- Promote standardization and operational consistency.
- Ensure optimal fleet condition and operational readiness.
- Monitor GPS, fuel consumption, and fleet performance.
- Promote responsible vehicle operation practices and ensure efficiency.
- Assist leadership with long-term fleet planning.
- Monitor vehicle lifecycle and evaluate fleet replacement needs.
- Ensure proper company tools and equipment use and care.
- Monitor tools and equipment state and replacement requirements.
- Prioritize and coordinate field resources to meet project requirements.
- Monitor project execution, quality, and completion standards.
- Ensure successful project delivery and customer satisfaction.
- Ensure permit requirements are identified and fulfilled.
- Support successful project approvals and completion.
- Develop productive working relationships with municipal authorities.
- Ensure inspections are completed in accordance with project requirements.
- Ensure all work complies with applicable codes and regulations.
- Enforce company safety policies and procedures, promoting a culture of workplace safety.
- Ensure OSHA and regulatory compliance.
- Drive achievement of customer satisfaction goals.
- Resolve escalated customer concerns and service issues.
- Support customer retention initiatives (alongside Marketing).
- Ensure professionalism and communication standards.
- Ensure labor productivity and operational efficiency goals are met.
- Support achievement of revenue goals.
- Ensure gross profit targets are met.
- Support budgeting and forecasting.
- Requirements:
- Skills & Abilities:
- Strong leadership and supervisory abilities.
- Employee coaching and development skills.
- Performance management and accountability.
- Conflict resolution and decision-making abilities.
- Team building and motivational skills.
- Strong verbal and written communication skills.
- Customer conflict resolution abilities.
- Presentation and training capabilities.
- Vendor and municipal relationship management skills.
- Service operations management.
- Workforce planning and capacity management.
- Quality assurance and process improvement.
- Fleet management oversight.
- Project oversight and execution.
- KPI management and performance analysis.
- Strong HVAC, plumbing, and/or electrical knowledge.
- Building code and regulatory knowledge.
- Safety and compliance expertise.
- Microsoft Office Suite proficiency.
- Google Workspace proficiency.
- ServiceTitan experience preferred.
- Education & Experience:
- Associate's or Bachelor's degree in Business Administration, Construction Management, Mechanical Systems, or related field preferred.
- 7+ years of HVAC, plumbing, electrical, or home services industry experience.
- 3+ years of supervisory or management experience.
- Proven experience managing field personnel.
- Experience leading service and installation operations.
- ServiceTitan experience preferred.
- Applicable trade licenses and certifications preferred.
- Physical Requirements and Conditions:
- Combination of office and field work environment.
- Frequent travel between jobsites.
- Extended periods of driving.
- Frequent walking and jobsite inspections.
- Ability to work indoors and outdoors in varying conditions.
- Ability to lift and carry tools, materials, and equipment as necessary.
- Ability to manage fast-paced operational environments
Posted 2026-06-05
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