Mattioni Plumbing, Heating & Cooling ยท 1 month ago
Service Manager
Downingtown, PA
Full-time
Onsite
Mid, Senior Level
$68K/yr - $68K/yrMattioni Plumbing, Heating & Cooling is a company dedicated to delivering exceptional customer service and operational excellence. The Service Manager plays a crucial role in mentoring technicians, ensuring adherence to company standards, and achieving departmental goals while fostering team growth and accountability.
CommercialCustomer ServiceResidential
Responsibilities
Conduct monthly 1-on-1 sessions to review team member performance against established benchmarks
Strategically review calls on the dispatch board, collaborating with dispatch and the trainer to optimize assignments
Manage call-outs, scheduled time off, and personal time to align team availability with business needs
Enforce accountability related to attendance, punctuality, and adherence to company policies and guidelines
Maintain and update performance metrics on the dispatch board and communicate relevant information to dispatch
Review technician jobs daily, including timecards, revenue splits, and dispatch checkouts
Review callbacks weekly and collaborate with the team and trainer to complete recall documentation
Process bi-weekly payroll, including spiffs and commissions
Coordinate on-call coverage, including weekly reminders and support during extreme weather conditions
Lead weekly technical and Service System trainings to support skill development and leadership growth
Facilitate monthly L10 meetings to review departmental performance and address challenges
Provide managerial support to team members, including after-hours and weekend assistance as needed
Develop, post, and maintain annual on-call schedules
Partner with the trainer to identify development needs and execute targeted training plans
Collaborate with the Call Center Manager to resolve customer escalations, occasionally engaging directly with customers
Coordinate with supply houses for parts availability and pricing when necessary, assisting with customer estimates
Participate in interviewing and hiring technicians and apprentices
Commit to ongoing professional development through reading, training, and self-improvement
Attend offsite training as needed to stay current on industry best practices and trends
Qualification
Required
Leadership experience with a coach's mentality, capable of managing people and personalities in a high-expectation, customer-first environment
Proven ability to coach, mentor, and hold team members accountable to performance standards, service systems, and company values
Strong organizational skills with experience balancing operations, administrative responsibilities, and real-time problem solving
Effective communicator with the ability to collaborate across dispatch, training, call center, and leadership teams
Comfort working in a fast-paced, metrics-driven operation, using performance data to drive improvement and exceed goals
Commitment to continuous growth, rejecting mediocrity and embracing ongoing training and development
Benefits
Company Sponsored Healthcare Package for employee (Open Enrollment begin on Start Date).
Vision/Dental plan offered (Open Enrollment begins on Start Date).
3 weeks paid vacation (15 business days) (After 90 days).
6 paid holidays (After 90 days).
2 personal days (After 90 days).
1 weeks paid maternity/paternity leave (After 1 year).
401 (k) retirement plan with up to 3.5% Match Company Contribution (After 1 year).
Company Uniforms (Ordered on start day).
ZayZoon On-Demand Pay Program.
Complimentary Mattioni VIP Membership (After 90 days).
Employee Discount (After 90 days).
Fully Loaded Company Laptop.
Company SWAG.
Employee Referral Program.
Ongoing Training.
Company Events.
Named Top Workplace by Philadelphia Inquirer in 20232024.
Company
Mattioni Plumbing, Heating & Cooling
Mattioni Plumbing, Heating & Cooling provides air-conditioning, drain cleaning, plumbing, and heating services.
Founded in 1948
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase