Plumbing Service Supervisor

About the Role

AK is growing, and we're hiring an experienced Plumbing Service Supervisor to lead and develop our residential and commercial plumbing service team. Much of your day is in the field, not behind a desk: morning huddles, ride-alongs, coaching technicians and reviewing their work. The goal is a high-performing, profitable service department. You'll be measured on a clear scorecard: revenue, gross profit, average ticket, conversion rate, technician productivity, callback rate, customer reviews and technician retention. You will know exactly what is expected of you, and you can earn more for producing results. Base salary is about $80,000. Bonuses are tied to department performance, including revenue, gross margin, technician productivity, customer satisfaction, callbacks and staffing, with the potential to earn $100,000 to $115,000 or more a year. We want someone who takes ownership. Someone who doesn't wait for the owner to spot every problem, who sees a technician struggling and coaches them, and who sees callbacks rising and fixes the cause. AK is expanding its team, services and footprint across Northeast Ohio. If you're an experienced plumber ready for a serious leadership role, or an established service manager looking for a growing company, we want to hear from you.

• Lead and supervise plumbing service technicians
• Run daily morning huddles
• Review technician performance and KPIs
• Do regular ride-alongs in the field
• Coach technicians on customer communication, presenting options and closing work
• Review estimates, invoices, callbacks and warranty work
• Track daily and weekly revenue performance
• Raise technician average ticket and conversion rates
• Keep the department on its gross-profit goals
• Reduce callbacks and preventable warranty work
• Make sure technicians follow AK procedures and company standards
• Work closely with dispatch and customer service
• Help recruit, interview, onboard and train technicians
• Handle escalated customer situations
• Keep trucks, tools, equipment and inventory properly maintained
• Hold technicians accountable while building a strong team culture
• Report department performance to senior leadership

• Plumbing service experience
• Previous leadership, supervisor or service-management experience
• Strong understanding of residential service plumbing
• Ability to coach and develop technicians
• Strong communication and leadership skills
• Understanding of service department KPIs
• Experience reviewing estimates and job performance
• Strong customer-service skills
• Ability to hold employees accountable professionally
• Strong organizational and problem-solving skills

• Experience with Housecall Pro or another home-service management platform
• A plumbing license (valuable, but not required depending on experience)