Do you love serving customers, developing technicians, and holding a team to the highest quality standards? We’re hiring a Business Unit Manager to lead our Plumbing division—owning sales, service, training, safety, and day-to-day field operations. You’ll model elite customer service, coach techs to mastery, and ensure every job meets Alabama Plumbing Code and Health Department requirements—efficiently documented in ServiceTitan.
Why Mazama Services
- Mission-driven culture: Service, Teamwork, Humility, Love of Others
- Stable growth, clear SOPs, and high standards of craftsmanship
- Serious about technician training, safety, and career paths
What You’ll DoHourly Responsibilities (as needed throughout the day)
- Provide real-time field coaching/assistance on complex diagnostics and repairs.
- Uphold safety and SOP compliance on every site; correct in the moment.
- Communicate with customers to set expectations, resolve issues, and ensure satisfaction.
- Approve estimates/changes, verify parts, and update job status in ServiceTitan.
- Enforce photo documentation and customer sign-offs before job closeout.
Daily Responsibilities
- Run AM huddle: staffing, routing, safety focus, training topic, and KPIs.
- Coordinate with Dispatch to balance calls, drive first-time-fix, and minimize windshield time.
- Perform in-person or remote quality audits on completed jobs; stop/recover any at-risk experience.
- Call-backs & escalations: same-day plan, resolution, and learning feedback to team.
- Ensure accurate paperwork in ServiceTitan: notes, photos, permits, timecards, PO’s.
- Coach sales and communication: options sheets, memberships, guarantees, and financing.
- Vehicle & stock spot-checks; approve replenishment requests.
- End-of-day debrief: hot issues, next-day schedule, and technician support needs.
Weekly Responsibilities
- Ride-alongs with each tech (rotating): evaluate safety, technical skills, and customer experience.
- Lead the weekly technician meeting: KPIs, shout-outs, code updates, product/pricebook changes.
- Review KPIs: revenue, gross profit %, first-time-fix rate, average ticket, memberships sold, reviews, and call-backs.
- Approve/clean timecards; verify job costing and margin by job class in ServiceTitan.
- Run a focused training block (technical or soft-skills) with hands-on practice.
- Inspect and document service vehicles (cleanliness, stock, PPE, tools, calibration).
- Manage rotating on-call coverage; handle after-hours dispatch decisions for your team.
- Pipeline: interview promising applicants; coordinate ride-alongs/skills checks for candidates.
Monthly Responsibilities
- One-on-one performance reviews with each tech; update individual development plans.
- Safety: toolbox talk + scenario drill; update JHAs and near-miss log.
- Quality: audit 10–15 closed jobs for code, documentation, warranty risk, and pricing accuracy.
- Training calendar: schedule new-hire onboarding, cross-training, certifications/CEUs.
- Pricebook/SOP refresh (as needed): options, images, warranties, upgrades, member pricing.
- Equipment & asset PM: jetters, cameras, locators, torches—service logs up to date.
- Customer voice: review surveys and public reviews; implement a monthly improvement action.
- Membership growth: track churn/retention, run a targeted renewal or upgrade campaign.
Core Duties by Function (from your combined brief)
- Procedure Adherence: Enforce SOPs from first contact to closeout; zero shortcuts.
- Service Agreements/Memberships: Hit renewal and upgrade goals; ensure promised service cadence.
- Customer Resolution: Own escalations; proactive follow-up until the issue is fully resolved.
- Quality Control: Code compliance, documented QA, and consistent craftsmanship.
- Training & Development: Build a learning culture; certify techs on tools, safety, and customer communication.
- Team Leadership: Set clear goals, coach constantly, and hold a high bar with empathy.
- On-Call Operations: Lead your unit’s after-hours operations on a rotating basis.
- Regulatory Compliance: Alabama Plumbing Code, Health Department standards, permits, and OSHA.
- Strategic Implementation: Partner with Ops to roll out tech and process improvements that speed service and improve margins.
Success Metrics (KPIs)
- Revenue & Gross Profit % by job class
- First-Time-Fix Rate / Call-back rate
- Customer reviews (rating volume & average) / NPS
- Memberships: sold, renewed, and upgraded
- Safety: incidents, near-misses, and completion of training
- Technician ramp speed, certification progress, and retention
Qualifications
- Active Alabama Journeyman or Master Plumber license (or reciprocity eligible).
- 5+ years in service plumbing; 2+ years leading or training field teams.
- Proven customer-facing excellence; calm under pressure.
- Strong grasp of Alabama Plumbing Code and Health Department requirements.
- Proficiency with ServiceTitan (or similar) for dispatching, estimates, and job costing.
- Valid driver’s license, clean MVR; ability to work in crawlspaces/attics and lift 50+ lbs.
Bonus: Backflow tester, gas fitter, or medical gas certification; bilingual; prior Roto-Rooter experience.
Pay & Benefits
- Competitive base salary + performance bonuses
- Health, dental, vision; paid holidays and PTO
- Retirement plan participation
- Company vehicle, fuel card, phone, and tablet
- Tool/equipment and training allowances; paid CEUs and certifications
- Employee discounts on services
Schedule
- Standard business hours with flexibility for operational needs
- Rotating on-call evenings/weekends for leadership coverage
Our Culture
We’re a respectful, hardworking, team-oriented group that anticipates customer needs with joy. We do what’s right, keep homes clean, communicate clearly, and leave every job better than we found it.
Job Type: Full-time
Pay: $54,000.00 - $68,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
Work Location: Hybrid remote in Decatur, AL 35603