Residential Plumbing Service Manager - Sales & Team Development

Overview Residential Plumbing Service Manager – Sales & Team Development The Plumbing Authority – Knoxville, TN Full-Time | $70,000+ base salary (total compensation + bonuses and incentives) 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. #J-18808-Ljbffr