Sales-Centric Service Manager

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!