What are the responsibilities and job description for the Sales-Centric Service Manager position at White Plumbing Co?
Position Summary
The Sales-Centric Plumbing Service Manager is responsible for leading the service department with a focus on delivering outstanding customer service, maximizing revenue, and building a performance-driven team culture. This leadership role requires balancing day-to-day operations with a strategic focus on revenue generation, technician accountability, customer retention, and departmental profitability.
Key Responsibilities
Sales Leadership & Performance Management
- Drive service revenue by coaching technicians, implementing sales strategies, and managing daily performance.
- Track and optimize KPIs: average ticket size, closing rates, lead turnover, job efficiency, and membership conversions.
- Review job tickets, technician notes, and invoices to identify missed opportunities and guide corrective actions.
- Conduct weekly sales meetings with technicians covering communication, diagnostics, and solution selling.
- Set and monitor daily, weekly, and monthly sales targets for the service team.
Team Management & Development
- Recruit, hire, and train qualified plumbing technicians in alignment with company culture and expectations.
- Perform regular ride-alongs and job audits to evaluate technical skills and sales execution.
- Promote a positive team environment rooted in professionalism, accountability, and continuous learning.
Operational Oversight
- Manage scheduling and dispatch to ensure efficient routes and maximum job completion per day.
- Ensure all plumbing work complies with local codes, safety standards, and company procedures.
- Coordinate with warehouse, office, and purchasing teams for seamless operations and job readiness.
- Resolve escalated service issues and customer complaints promptly and professionally.
Customer Service & Retention
- Ensure all technicians follow customer service protocols from arrival to follow-up.
- Analyze customer feedback, satisfaction surveys, and online reviews to guide quality improvements.
- Collaborate with the CSR/dispatcher to prioritize high-value calls and align technician skillsets with customer needs.
Qualifications
Required
- Minimum 3 years of proven leadership experience in a service-based business.
- Minimum 5 years of hands-on experience in residential or commercial plumbing services.
- Demonstrated success in service sales, presenting options, and closing in-home jobs.
- Strong communication, leadership, problem-solving, and organizational abilities.
- Proficiency with field service software (e.g., ServiceTitan) and Microsoft Office Suite.
Nice to have not required:
- Journeyman or Master Plumber license.
- Background in technician training, sales coaching, and process improvement.
Compensation & Benefits
- Medical Insurance
- Full Dental & Life Insurance
- Supplemental Insurance
- Salary, Revenue Share and additional Bonuses
Retirement
- 401(k) Plan: Company offers a 3% matching contribution.
Miscellaneous Company-Paid Benefits
White Plumbing Co. covers 100% of the cost for the following memberships and licenses:
- Costco Membership
- Walmart Plus Membership
- Paramount Streaming Service
- Gym Membership
- Tanning Membership
- Massage Membership
- Hunting License
- Deer Firearm & Archery Permits
- Turkey Spring & Fall Permits
- Fishing License
Time Off
- Paid Time Off (PTO): 80 hours per year
- Paid Holidays:
Location
- White Plumbing Co. Inc., 4241 S. Hillcrest Ave, Springfield, MO 65810
Reports To
- General Manager / Owner
Work Hours
- Monday – Friday, 8:00 AM – 5:00 PM, On call support 24-7.
Apply and Join Our Team Today!
