Residential Plumbing Service Manager - Sales & Team Development

Residential Plumbing Service Manager - Sales & Team Development

The Plumbing Authority - Knoxville, TN

Full-Time | $70,000+ base salary (total compensation + bonuses and incentives)

About The Plumbing Authority

The Plumbing Authority is a locally owned and operated company serving the greater Knoxville area. We take pride in providing high-quality, ethical, and efficient plumbing services for our customers. Our team values professionalism, accountability, and continuous improvement-and we're looking for a leader who can uphold and elevate those same standards.

Position Overview

The Service Manager leads and develops the residential service department, ensuring plumbers deliver exceptional customer experiences while consistently achieving strong sales performance.

This is a revenue leadership role responsible for driving department growth through sales coaching, technician development, and operational accountability.

The ideal candidate has a proven track record as a high-performing service plumber with strong sales ability, along with demonstrated success coaching others to improve performance.

You will lead the service team, track performance metrics, develop technicians, and ensure the department operates efficiently and profitably.

Key Responsibilities

Department Leadership

Lead and oversee all residential service plumbers on a daily basis.

Conduct morning game-plan meetings to review schedules, expectations, and opportunities.

Provide ongoing field coaching and ride-alongs with technicians.

Build a culture of accountability, professionalism, and continuous improvement.

Sales Performance & Coaching

Coach technicians to improve sales skills, communication, and customer trust.

Train plumbers on effective options presentations and ethical service recommendations.

Track KPIs such as:

• Average ticket
• Closing percentage
• Revenue per technician
• Membership sales
• Customer reviews
• Callbacks

Hold technicians accountable to performance standards and help underperformers improve.

Operational Excellence

Work closely with the dispatch team to ensure efficient scheduling and routing.

Review daily service performance and identify opportunities for improvement.

Ensure technicians are properly stocked, prepared, and supported.

Respond to customer concerns when escalations occur.

Perform field visits for quality control and customer satisfaction.

Team Development

Recruit, interview, hire, and onboard new service plumbers.

Develop structured training and mentorship for technicians.

Conduct performance reviews and individual coaching plans.

Ensure technicians follow company processes and service standards.

Leadership Collaboration

Participate in weekly leadership meetings to report department performance.

Work with leadership to improve systems, training, and service processes.

Help develop strategies to increase department growth and profitability.

Skills & Talents of the Ideal Candidate

We're looking for a leader who combines technical plumbing knowledge with exceptional sales leadership and coaching ability.

The right person will have:

Sales Leadership:
Proven history as a high-performing service technician with strong average ticket and closing rates. Candidates should be prepared to discuss prior service performance metrics such as:

• Average ticket
• Revenue per technician
• Closing rate
• Membership sales
• Department growth

Coaching Ability:
Demonstrated success training or mentoring other technicians to improve their sales and service performance.

Leadership Skills:
At The Plumbing Authority, leaders are expected to coach, develop, and hold their teams accountable to clear standards.

Our best leaders:
• Lead by example
• Coach technicians in the field
• Address performance issues directly
• Celebrate wins and correct problems quickly

If you enjoy developing people and building a high-performing team, you'll thrive here.

Customer Communication:
Excellent ability to build trust with homeowners and model professional communication.

Operational Awareness:
Strong understanding of dispatch efficiency, call management, and service profitability.

Problem-Solving Ability:
Able to quickly assess issues in the field and provide practical solutions.

Integrity and Accountability:
Committed to ethical service recommendations and high-quality work.

Growth Mindset:
Excited by training, coaching, and helping others succeed.

Requirements

Minimum 5 years residential plumbing experience

Minimum 2 years service leadership, training, or supervisory experience

Proven high-performing sales history in residential service plumbing

Documented success coaching or mentoring other technicians

Valid Tennessee driver's license and clean driving record

Strong understanding of residential plumbing systems and service diagnostics

Excellent communication, organization, and leadership skills

Must be dependable, proactive, and professional in all interactions

Must be Drug Free

Compensation & Benefits

Base Salary: $70,000+ annually

Expected Total Compensation: $70,000+ annually with including bonuses and incentives

Performance Bonuses: Based on service department revenue growth, technician performance, and customer satisfaction.

Paid Time Off: 10 days per year

Holiday Pay: 6 paid holidays per year

Medical Insurance: Employer-partially-paid health plans

401(k): Partial employer match on employee contributions

Additional Bonuses: Department performance and leadership incentives

Schedule

Monday-Saturday, full-time

Responsible for covering the on-call phone every other weekend
Occasional availability for high-priority customer or team needs

Join The Plumbing Authority

If you're ready to lead a high-performing service team, develop technicians, and help grow one of Knoxville's most respected plumbing companies, we'd love to hear from you.

Apply today and help us continue raising the standard for plumbing service in Knoxville.