Call by Call Manager - Plumbing

We're looking for a high-energy, people-focused leader to thrive in our fast-paced Call-by-Call Manager role. If you're passionate about coaching frontline teams, influencing performance in real time, and driving results with both heart and strategy — this role is for you.

Job Duties and Responsibilities:

Call Assignment & Dispatching

• Assign appropriate jobs to technicians based on job type and performance KPIs.

• Dispatch technicians daily via ServiceTitan, ensuring they contact customers while en route.

• Coordinate and assign first runs for the next day's schedule for pre-confirmation by dispatch.

• Be in the call-by-call chair by 7:00 AM to review reports and input huddle data.

• Lead daily technician huddles from 7:30 AM – 7:45 AM to review performance and expectations.

• Ensure technicians are dispatched by 7:55 AM unless training is scheduled.

Monitoring & Process Oversight

• Ensure all technicians adhere to the 6-Step Nexstar Process on every job.

• Confirm that technicians take proper before-and-after photos.

• Ensure technicians present four solution options based on discovery findings and customer needs.

• Promote same-day job completion.

• Uphold 5-star service standards across all customer interactions.

Customer Communication & Support

• Assist in explaining solutions to customers when necessary.

• Collaborate with the Customer Advocate/Reputation Specialist on escalated cases and coach involved technicians.

• Ensure customer updates are provided regarding inspections, parts on order, and other relevant service status updates.

Technician Coaching & Accountability

• Conduct debriefs with technicians after every job.

• Coordinate with the project coordinator to complete debrief forms, and schedule TGLs or job continuations.

• Provide real-time coaching and constructive feedback.

• Conduct monthly 1-on-1s, 90-day performance reviews, and 60-day evaluations for new hires.

• Manage department performance in alignment with gross margin %, top-line revenue, and sold-hour efficiency goals.

Technician Scheduling & Hours Management

• Monitor technician hours to ensure efficient scheduling.

• Ensure no technician exceeds 45 hours/week without prior authorization.

Subcontractor & Vendor Management

• Negotiate pricing and scope with subcontractors prior to job approval.

• Obtain and distribute PO numbers for subcontractors and technicians.

• Ensure subcontractors receive necessary documentation before work begins.

• Direct technicians to preferred supply partners and prioritize in-house warehouse for 95% of material needs.

• Resolve PO discrepancies in collaboration with accounting.

Requirements

• 3+ years of experience in field service management, dispatching, or operations in the trades (HVAC, Plumbing, Electrical).

• Strong knowledge of ServiceTitan or similar field service management software.

• Experience with coaching and developing field teams.

• Exceptional communication and organizational skills.

• Detail-oriented with a strong ability to prioritize and multi-task.

• Familiarity with KPIs, gross margin, and budgeted financial targets.

• Nexstar or similar industry training is a strong plus.

Work Environment:

• Early start time (7:00 AM arrival daily).

• Office-based with regular interaction with field technicians, office staff, and customers.

• Occasional field visits or job site check-ins may be required.