If you thrive on serving customers, developing people, and setting a high bar for craftsmanship, this is your seat at the table. We’re adding a Business Unit Manager to lead our Plumbing division—owning field operations, quality, training, and P&L outcomes. Our core values are Service, Teamwork, Humility, and Love of Others—and we live them daily.
What You’ll Own
- Lead day-to-day field operations and deliver a best-in-class customer experience
- Build technicians through ride-alongs, coaching, and structured training
- Enforce code compliance (Alabama Plumbing Code & Health Department) and safety
- Drive results through ServiceTitan—dispatch, documentation, photos, estimates, job costing
- Partner with Dispatch to optimize routing, first-time-fix, and response times
- Grow memberships and renewals; protect margin and reduce call-backs
Rhythm of the RoleHourly (as needed)
- Provide on-site/remote technical support and decision-making
- Reinforce safety and SOPs; correct issues in real time
- Communicate with customers to set expectations and de-escalate concerns
- Approve scope changes and verify parts; keep ServiceTitan current
Daily
- Run the morning huddle (staffing, safety, KPI focus, training moment)
- Balance workload with Dispatch; minimize windshield time
- Audit completed jobs for code, photos, pricing accuracy, and cleanliness
- Close the loop on escalations and call-backs the same day
- Verify notes, signatures, permits, timecards, and POs are complete
- Spot-check vehicles for stock, PPE, and professional appearance
- End-of-day sync: next-day plan, hot items, technician support
Weekly
- Ride-alongs (rotating) to coach technical and customer-facing skills
- Lead the tech meeting: KPIs, wins, product/pricebook updates, safety talk
- Review scorecard: revenue, GP/GP%, first-time-fix, call-backs, reviews, memberships
- Clean/approve timecards; validate job costing and margins in ServiceTitan
- Deliver a hands-on training block (technical or soft skills)
- Manage on-call rotation and after-hours leadership decisions
- Interview and evaluate candidates; schedule working interviews/skills checks
Monthly
- 1:1 performance reviews and development plans for each tech
- Safety drill + JHA/near-miss review; update training records and CEUs
- Quality audit (10–15 closed jobs): code, documentation, warranty risk, pricing
- Update SOPs/pricebook imagery, options, and warranties as needed
- Service equipment PM (jetters, cameras, locators, torches) logged and current
- Memberships: track renewals/upgrades and run a targeted retention push
- Analyze customer feedback; launch one improvement action per month
What Success Looks Like (KPIs)
- Revenue & Gross Profit % by job class
- First-Time-Fix rate and reduced call-backs
- Public reviews (volume and average rating) / NPS
- Membership sales, renewals, and upgrades
- Safety: incidents, near-misses, and training completion
- Technician ramp speed, certifications, and retention
Must-Have Qualifications
- Active Alabama Journeyman or Master Plumber license (or reciprocity-eligible)
- 5+ years in service plumbing; 2+ years leading/training field teams
- Customer-first communicator; calm under pressure
- Deep familiarity with Alabama code and health regulations
- Comfortable running operations in ServiceTitan (or similar)
- Valid driver’s license, clean MVR; ability to work in typical field conditions
Nice to Have: Backflow/gas fitter/med-gas, bilingual, prior Roto-Rooter experience
Compensation & Perks
- Competitive base salary plus performance bonus
- Company vehicle, fuel card, phone/tablet
- Health, dental, vision; PTO and paid holidays
- Retirement plan participation
- Paid CEUs/certifications and training allowances
- Employee discounts on services
Schedule
- Standard business hours with flexibility for operational needs
- Rotating on-call coverage for evenings/weekends
Our Culture
We keep promises, protect homes, and communicate clearly. We anticipate customer needs with joy, support each other, 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: In person
