Service Manager

Description

Minuteman Plumbing, Heating & Cooling is a growing, veteran-owned residential service company serving Greater Boston and the South Shore. We are hiring a Service Manager to lead, coach, and develop our customer-facing team on the metrics that drive an exceptional customer experience. No trades background required, we are looking for someone who has led and coached teams around sales, customer experience, and retention, wherever that experience comes from. $80-120k Base Salary based on experience + performance bonus

Key Responsibilities

• Lead, train, and coach customer-facing staff on KPIs tied to sales, customer experience, and retention
• Set clear performance expectations and hold the team accountable to them
• Monitor day-to-day service quality and customer satisfaction across calls and jobs
• Partner with leadership to identify coaching opportunities and close performance gaps
• Build team culture around accountability, ownership, and exceptional customer care
• Review KPI trends regularly and adjust coaching approach based on what the data shows
• Serve as an escalation point for customer issues that need a manager's touch

Skills, Knowledge & Expertise

• Proven experience leading, training, and coaching customer-facing employees on performance metrics
• Background in an industry built around delivering an exceptional customer experience (retail, hospitality, healthcare, field service, or similar), home services experience is a plus but not required
• Comfortable using KPI data to drive coaching conversations and decisions
• Strong communication and relationship-building skills
• Must pass a pre-employment background check and drug screen

Benefits

• Health Insurance
• Dental Insurance
• 401(k) Retirement with Company Match
• Paid Time Off
• Referral Program
• Company Truck
• Fuel Card
• Tools Provided
• Paid Training
• And so much more...

About Minuteman Plumbing, Heating & Cooling

Minuteman Plumbing, Heating & Cooling isn’t just about fixing pipes: we’re a locally owned, people‑first team. We started with a promise to deliver quality craftsmanship and exceptional value to homeowners, and we fulfil this promise by hiring, training, and empowering the best people in the business.

Join us and you’ll get hands‑on training, supportive mentorship and industry-leading benefits such as a 401(k) match, health insurance, paid time off and professional development assistance. You’ll work with colleagues who do what’s right for customers and one another, take pride in every job and treat every home as if it were our own.

Bring your talent, drive, and integrity, and we'll provide the tools, training, and resources you need to build an impactful career with Minuteman!