Field Service Manager

The Service Manager should be responsible for ensuring that customer needs are met while
maintaining the policies and procedures of Benjamin Franklin Plumbing®. The SM will manage,
guide and achieve profit margin and service expectations for all supervisors and field staff while ensuring the safe and efficient delivery of plumbing services and products.

Suggested Primary responsibilities:

• Maintains best operational practices while continually focusing on continuous improvement and process enhancements to achieve budgeted gross margins.
• Manages spend to include labor, material, and efficiency.
• Responsible for fleet inspections, maintenance, and repair to ensure protection of company assets.
• Ensures all personnel adhere to OSHA safety standards and team members are always safety conscious.
• Maintains compliance permitting, and code requirements.
• Manages and develops service staff to include training, hiring, termination, discipline, scheduling, setting work priorities, conducting staff meetings, evaluating performance and directing work assignments maximize production.
• Evaluates workloads and personnel schedules to maximize efficiency in achieving profit and customer satisfaction objectives.
• Oversees training of field personnel on systems, tools, and procedures utilizing in-house training, ride-alongs, Success Academy®, webinars, and online training programs.
• Provides coaching, feedback, and ongoing technical and communication training to all subordinates to increase performance.
• Reviews service paperwork and ensures all field personnel adhere to procedural standards of reporting and documentation.
• Oversees the dispatching operation in ensuring appropriate plumber selection for the type of service.
• Ensures accurate documentation of dispatch, arrival, and completion times.
• Participates in all company sponsored training classes.
• Effectively manages conflict resolution with clients through clear communication, addressing all concerns, questions, or problems expediently.
• Weekly communication with the Leadership team with regards to hiring and manpower planning.

Always maintains a professional image by:

• Wearing only company approved and provided Ben Franklin apparel.
• Following safety policies and procedures.
• Abiding by ALL Ben Franklin standards of performance and code of ethics.
• Maintaining a courteous demeanor with all customers and associates.
• Maintaining company vehicles, ensuring cleanliness and organization, both inside and out.
• Respecting the customer’s property.

Suggested Required knowledge, skills, and abilities:

• Must have a minimum of 5 years of verifiable managerial, technical, and sales experience in plumbing or related field.
• Knowledge of the fundamentals of operational functionality of residential and light commercial plumbing equipment.
• Knowledge of the layout, installation, and service requirements for residential and light commercial plumbing.
• Must have comprehensive knowledge of current plumbing products.
• Consistent track record of meeting/exceeding annual revenue goals.
• Ability to understand the effects of economic, financial, and market conditions on the business.
• Excellent negotiation, communication, and presentation skills.
• Knowledge of local codes and permitting requirements.

Suggested Educational/certification:

• Computer proficiency to include Microsoft Word and Excel.
• Group management experience.
• Valid driver’s license and a clean driving record.
• GED or High School Diploma.

Suggested Environmental conditions:

• General office and field service environment.
• Extended work hours to include day and/or evening shifts.

Suggested Physical requirements:

• Ability to work under stressful conditions and may be exposed to verbal and/or physical confrontations.
• Must be able to work extended hours, nights, or weekends.