Plumber Service Manager

Compensation: DOE | Job Type: Full-time | Location: Portland Metro / Troutdale, OR

Who are we?

We are dedicated to being the most sought after service provider in the Portland Metro area. Our vision is to set the industry standard and be the trendsetter, inspiring competitors to reach for our level of excellence.

Our success is intertwined with yours, as we believe in mutual financial growth. We are committed to equipping, empowering, and supporting our team members to achieve the highest standards of service and professionalism. By investing in our employees, we are investing in the success of our company.

At Apollo Plumbing, Heating & Air Conditioning, our goal is not only to provide exceptional services but also to improve the quality of life for both our employees and customers. We strive to create a positive impact on everyone we interact with, ensuring that both our team members and clients experience the highest level of satisfaction and well-being.

We are looking for an experienced Service Manager to lead, coach, and develop our plumbing service team while driving strong customer experiences, technician performance, and department growth.

The Opportunity

This is a hands-on leadership and operations role for someone who knows how to lead service technicians, develop people, manage performance, and improve the overall operation of a service department.

You'll work closely with technicians through ride-alongs, field coaching, KPI reviews, one-on-ones, and performance management while partnering with dispatch and company leadership to improve efficiency, customer experience, and department results.

Plumbing, HVAC, electrical, or other residential home-services leadership experience is strongly preferred, but you do not need to be a plumber to be successful in this role. We're looking for a strong people leader who understands residential service operations and knows how to build a high-performing team.

What You'll Do

Team Leadership & Development

• Lead, coach, and develop plumbing service technicians

• Conduct regular one-on-one meetings, coaching sessions, and performance reviews

• Conduct ride-alongs and field coaching to support technician development

• Identify training needs and partner with senior technicians and leadership to address technical development

• Recruit, interview, onboard, and develop service team members

• Establish clear expectations and hold technicians accountable to company standards

• Foster a culture of teamwork, accountability, professionalism, and continuous improvement

Performance Management

• Monitor technician KPIs, productivity, revenue, and overall performance

• Use ServiceTitan reporting and other company systems to identify trends and opportunities

• Track metrics such as average ticket, conversion, maintenance agreements, callbacks, productivity, and technician efficiency

• Develop coaching plans to improve individual and team performance

• Review job quality, customer feedback, and technician results

• Identify opportunities to improve service processes and profitability

Customer Experience

• Help resolve escalated customer concerns and service issues

• Ensure customers receive exceptional service and communication

• Coach technicians on building trust and delivering a professional customer experience

• Support technicians in identifying appropriate repair, replacement, and maintenance opportunities

• Help maintain consistent customer service standards from the initial call through job completion

Operations Support

• Partner with dispatch and customer service to maximize technician utilization

• Monitor service capacity, scheduling, and staffing needs

• Help improve daily service operations, communication, and workflow

• Support inventory, vehicle, and equipment management

• Ensure technicians follow company policies, safety standards, and applicable codes

• Partner with leadership on operational planning and department goals

Business Growth

• Support growth in service revenue and maintenance agreements

• Identify opportunities to improve efficiency, profitability, and customer retention

• Assist leadership with forecasting, budgeting, and department planning

• Use performance data and KPIs to make informed operational decisions

• Help develop processes that allow the service department to grow successfully

What We're Looking For

• Proven experience leading, coaching, and developing service technicians or field employees

• Previous Service Manager, Operations Manager, Field Supervisor, Service Supervisor, or similar leadership experience preferred

• Experience in residential home services strongly preferred

• Plumbing experience is beneficial but not required for the right leadership candidate

• HVAC, electrical, plumbing, or related home-services leadership experience will be considered

• Strong understanding of residential service operations

• Proven ability to coach employees and improve individual performance

• Strong understanding of KPIs and performance management

• Ability to hold employees accountable while maintaining a positive team culture

• Strong communication, leadership, and conflict-resolution skills

• Customer-focused mindset

• Strong organizational and problem-solving skills

• Comfortable working in the field and conducting ride-alongs

• ServiceTitan or similar field-service software experience preferred

• Valid driver's license with an acceptable driving record

• Ability to pass a background check and pre-employment drug screening

What Success Looks Like

The successful Service Manager will build a service team that is accountable, productive, coachable, and customer-focused.

You'll help individual technicians improve their performance while creating consistent processes that allow Apollo's service department to grow.

Success will be measured through improvements in technician productivity, revenue, average ticket, conversion, maintenance agreement growth, callback rates, customer satisfaction, efficiency, profitability, and employee development.

Benefits

• Health / Dental / Vision

• STD / LTD

• Life Insurance

• 401(k) matching

• Paid holidays

• Paid sick days / PTO

• Birthday off with pay

• Ongoing training and development

• Career growth opportunities

Why Join Apollo?

Apollo is a family-owned and operated company with more than 37 years of experience serving the Portland and Vancouver metro areas. We believe great companies are built by great people, and we're looking for a service leader who wants to help us continue building a strong, high-performing organization.

If you're an experienced home-services leader who enjoys developing people, driving performance, coaching in the field, and improving service operations, we'd love to meet you.

Job offer is contingent on a background check and acceptable driving record. As an equal opportunity employer, candidates will receive consideration without discrimination. We appreciate and value veterans!