Plumbing Service Manager

Plumbing Service Manager Wagner Mechanical | Albuquerque, NM Compensation: $80,000–$110,000 | Full-Time Lead in the Field. Develop Great Technicians. Deliver Exceptional Service. About Wagner Mechanical Since 1928, Wagner Mechanical has been one of Albuquerque's most trusted home services providers. We take pride in delivering dependable plumbing, HVAC, and electrical solutions while creating a workplace built on teamwork, integrity, and treating our employees and customers like family.

We are seeking an experienced Plumbing Service Manager with a strong technical background in residential plumbing service. This is a hands-on leadership role for someone who understands the trade, can support technicians in the field, provide technical guidance, and develop a team that consistently delivers high-quality workmanship and exceptional customer service.

The ideal candidate is an experienced plumbing professional who enjoys mentoring others, solving problems, improving technician performance, and helping drive the success of a busy service department. Why Join Wagner Mechanical? Lead with Your Experience: Put your plumbing knowledge and field experience to work developing and supporting a team of technicians.

Make a Difference: Help technicians improve their technical skills, troubleshooting abilities, and customer service performance. Hands-On Leadership: Stay connected to daily field operations and provide guidance when technicians encounter challenging jobs. Drive Performance: Influence service department results through technician productivity, KPIs, and operational improvements.

Established Company: Join a respected home services organization with nearly a century of industry experience. Comprehensive Benefits: Medical, dental, vision, 401(k) with company match, PTO, paid holidays, company-paid life insurance, disability coverage, and Employee Assistance Program.

What You'll Do

Field Support & Technical Leadership Provide hands-on field support and technical guidance to residential plumbing service technicians. Assist technicians with complex diagnostics, troubleshooting, repairs, and challenging customer situations. Conduct field ride-alongs and job-site visits to evaluate workmanship, reinforce best practices, and identify training opportunities.

Serve as a technical resource for plumbing systems, repairs, replacements, water heaters, drain issues, and other residential plumbing services. Ensure technicians follow proper procedures, safety standards, and quality expectations. Help resolve escalated technical and customer service issues. Technician Training & Development Train, coach, and mentor technicians to improve technical knowledge, repair capabilities, and overall performance.

Identify skill gaps and develop targeted training plans to strengthen technician competency. Support onboarding and ongoing development of new and existing technicians. Reinforce proper diagnostic processes, repair recommendations, customer communication, and sales techniques. Promote a culture of accountability, professionalism, teamwork, and continuous learning.

Service Operations & Performance Management Monitor technician productivity, average ticket, conversion rates, callbacks, revenue, and other key performance indicators. Review technician performance regularly and provide coaching and accountability. Support daily scheduling, dispatch coordination, and technician capacity planning.

Identify opportunities to improve first-time completion rates, customer satisfaction, and operational efficiency. Partner with leadership to address performance concerns and implement process improvements. Financial & Business Performance Assist with managing the plumbing service department's budget and financial performance.

Monitor revenue, gross margin, labor costs, and other key financial metrics. Help identify opportunities to improve profitability through better technician performance, productivity, and operational efficiency. Support department goals and contribute to achieving established revenue and KPI targets. What You Bring 5+ years of hands-on residential plumbing service experience, including troubleshooting, diagnostics, repairs, and customer-facing service work.

Prior experience leading, supervising, or mentoring plumbing technicians. Strong technical knowledge of residential plumbing systems, equipment, and repair procedures. Ability to provide field support and confidently assist technicians with complex jobs. Experience conducting ride-alongs, job-site evaluations, or technical training preferred.

Strong understanding of service department KPIs, including technician productivity, average ticket, conversion rates, callbacks, and revenue. Basic understanding of P&L performance, gross margin, labor costs, and departmental financial goals. Excellent communication, coaching, and problem-solving skills. Experience with Service.

Titan or similar field service management software preferred. Valid driver's license and acceptable MVR. You'll Be a Great Fit If You... Have a strong plumbing background and enjoy sharing your knowledge with others. Can earn the respect of technicians through technical expertise and hands-on leadership. Enjoy spending time in the field rather than managing exclusively from an office.

Know how to identify training opportunities and turn them into improved technician performance. Hold yourself and others accountable for quality workmanship and customer satisfaction. Understand that strong technical performance and customer service directly impact business results. Pre-Employment Requirements All employment offers are contingent upon successful completion of applicable pre-employment screenings, including a criminal background check, motor vehicle record (MVR) review, and drug screening, in accordance with applicable laws and regulations.

Wagner Mechanical is an Equal Opportunity Employer (EOE). This job description is not intended to be an exhaustive list of all responsibilities, duties, or qualifications associated with the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the role.