Service Manager - Residential Plumbing (Sales & Coaching Leadership Role) Knoxville, TN | Full-Time | $70K-$120K+ with bonus opportunities Who we are We're an established, locally owned residential plumbing company in the Knoxville area, and we're growing. We run on honest recommendations, clear standards, a proven process, and steady improvement. We're looking for a service leader who wants to grow with us. The role This is a coaching and leadership role, based mostly in the office. From there, you'll guide a team of service plumbers through their day in real time. You'll coach them call by call, review their options, and help every tech perform at his best. We follow a proven sales and service process, and you'll become its expert on our team. You'll teach it, model it and hold the team to it, while helping us refine it as we grow. If you love helping others succeed and want to lead a winning team inside a system that works, this is the role for you. What you'll own Sales results Help the team reach its sales goals by coaching for a strong close rate and healthy average ticket Keep the install team's schedule full with profitable, well-sold jobs Track and improve the department's key metrics: average ticket, close rate, revenue per tech, membership sales, reviews and callbacks Call-by-call coaching Check in with techs by phone before key calls, especially anyone behind on goals, to set their focus and point out opportunities in the home Review options in real time so every presentation is accurate, attractive and well priced Make sure techs bring you in before leaving a home without a sale, so no opportunity is lost without a second look Make periodic ride-alongs and field visits to coach in person and check quality Smart dispatching Work with dispatch to match each call to the tech best suited for it, using real performance data by job type from our field service software Team leadership and accountability Lead and support every service tech, and hold the team accountable to our service call process and company standards in a positive way Hold regular one-on-ones: connect with each tech, coach them through their numbers and keep good notes Address performance concerns promptly and fairly, and celebrate strong results Training and skill building Build a team culture where practicing sales and communication skills is part of the routine Lead engaging sales and technical training built on our established process Run new techs through our structured onboarding program, which balances field time, office time and paperwork, so they start strong Customer experience Help deliver a five-star experience on every call, and make sure techs confirm the customer is satisfied and ask for a review Handle escalated customer concerns quickly and professionally Profitability and standards Review invoices and job costing regularly to make sure work is sold and finished at a healthy margin Help keep the price book current Audit trucks and tools so techs are fully equipped and vehicles stay clean and organized Follow our documented service processes and suggest improvements to them Working with leadership Report department results in weekly leadership meetings Work with the leadership team to improve systems, training and department growth What you bring 5+ years of residential plumbing experience, with solid diagnostic and systems knowledge 2+ years leading, supervising or training service technicians A track record as a top-producing service tech. Come ready to share your numbers: average ticket, close rate, revenue and membership sales Proof that you've raised other techs' performance, not just your own A natural teacher who can learn a proven sales process deeply and coach it at a high level Experience with a structured, options-based sales system from an established industry training program is a strong plus Believes in following a proven process and helping improve it as a team Calm, confident decisions under pressure Someone people trust: relatable, empathetic and interested in their team Coachable and curious, always learning new tools and techniques Self-motivated and dependable Comfortable spending most of the day at a desk: coaching by phone, watching the dispatch board and working in reports Strong written and verbal communication A solid grasp of margins, job costing and what makes a service department profitable Experience with field service management software such as ServiceTitan strongly preferred: dispatch board, reporting, pricebook and technician performance tracking Valid Tennessee driver's license and clean driving record Must pass a drug screen Who thrives here You're a team player who takes pride in results. You like working within a proven system, and you're the kind of leader who makes that system work even better. Nothing beats seeing a tech you've coached close his best month yet. If you want your effort to show up in your paycheck and in your team's growth, we'd love to talk. The support behind you You'll have a strong team and a proven system behind you: A dedicated customer service and dispatch team booking and routing calls Warehouse support that keeps trucks stocked A proven, options-based sales and service process built by a nationally recognized home services training organization A leadership team that invests in training and technology Room to grow We're growing, and we promote from within. This role is a real opportunity to grow into senior leadership as the company grows. Pay and benefits $70K-$120K+ with bonus opportunities Performance bonuses tied to department revenue growth, tech performance and customer satisfaction 10 days of paid time off 6 paid holidays Health benefits, partially paid by the employer 401(k) with employer match Schedule Full-time and primarily office-based, five days a week with a rotating Saturday. How to apply Submit your resume and a few sentences answering this: Tell us about a time you coached a tech or a team from average to strong using a defined process. What did you do, and what changed in the numbers? Applications without this answer won't be considered.

Pay:

$70,000.00 - $120,000.00 per year

Benefits:

401(k) Health insurance Opportunities for advancement Paid time off Professional development assistance Referral program Relocation assistance Application Question(s): How many years of residential service plumbing do you have? How many years have you led supervised or trained service plumbers? Have you been trained in a structured, options-based sales system? If so, which one? As a service tech, what was your average ticket and close rate? Can you show proof? Tell us about a time you coached a tech or a team from average to strong using a defined process. What did you do, and what changed in the numbers?

Work Location:

In person