What are the responsibilities and job description for the Service Manager position at True North Plumbing & Drain?
At True North Plumbing & Drain, we're building more than a plumbing company. We're building a team of professionals who take pride in doing things the right way. We're a family-owned and locally operated business built on integrity, craftsmanship, and genuine care for both our customers and our team.
We believe homeowners deserve honest advice, quality workmanship, and plumbers they can trust. That starts with hiring great people, giving them the right tools, investing in their growth, and creating a culture where craftsmanship and customer service come first.
We're not looking for a desk manager who just manages spreadsheets. We're looking for a strong, trade-minded Service Manager who knows what it takes to run service calls, coach technicians, build a winning culture, and lead from the front.
If you're an experienced trade leader who believes in mentorship, accountability, and building a high-performing team, we'd love to meet you.
Position Overview
As Service Manager, you are the operational leader of our field service department. You'll coach our service technicians, oversee daily field quality, ensure customer satisfaction, and foster an environment where plumbers can thrive professionally and financially.
You will bridge the gap between business goals and field execution—running weekly team meetings, conducting ride-alongs, roleplaying option presentations, resolving customer concerns with empathy, and ensuring our team operates with total integrity.
Our goal isn't just to hit sales targets. It's to build a team of high-character professionals who take pride in their work and love working here.
What You'll Do
You lead, mentor, and optimize our service department:
- Coach & Train Technicians: Conduct weekly field meetings and individual coaching sessions. Teach technicians how to diagnose thoroughly, communicate clearly, and present Good / Better / Best options naturally.
- Field Quality & Audits: Perform spot checks and ride-alongs to ensure work meets Michigan Plumbing Code, safety standards, and True North craftsmanship expectations.
- Elevate Customer Experience: Handle escalated customer inquiries with professionalism and empathy, turning complex situations into long-term customer loyalty.
- Drive Department Performance: Monitor key operational metrics (conversion rates, average ticket size, callback percentages, customer review scores) and help techs hit their personal career goals.
- Dispatch & Route Optimization: Partner with dispatchers to route calls efficiently and align job assignments with technician skill levels.
Our Philosophy
We don't believe in pressure tactics or micromanagement. We believe that when you give good technicians great training, clear expectations, and the right support, business success follows naturally. Our job as leaders is to clear roadblocks, coach for growth, and celebrate great work.
What Success Looks Like
Service Managers who thrive at True North build high-trust relationships with their field team. They create an environment where techs feel supported rather than scrutinized, take accountability for departmental goals, maintain high customer satisfaction ratings, and help every team member grow their income and skill set.
Qualifications
- 7 or more years of experience in trade management OR a senior Journeyman/Master Plumber with a proven track record of team leadership.
- Deep practical understanding of residential plumbing systems, field diagnostics, and current Michigan Plumbing Codes.
- Proven ability to coach technicians on customer communication, option-building, and field efficiency.
- Proficiency with field service management software (ServiceTitan, Housecall Pro, or similar).
- Strong conflict-resolution skills, high emotional intelligence, and leadership presence.
- Valid driver's license with a clean driving record; ability to pass background check and drug screen.
Why Leaders Choose True North
- Because you get real autonomy to lead your team without corporate red tape.
- Because you're backed by ownership that invests in team culture, top-tier equipment, and long-term brand reputation.
- Because leadership development and continuous personal growth are prioritized here.
- Because we offer competitive compensation based on experience, leadership track record, and department performance.
Pay: $80,000.00 - $120,000.00 per year
Benefits:
- Health insurance
- Paid time off
- Professional development assistance
Work Location: In person
Salary : $80,000 - $120,000