Plumbing Service Manager (Salaried) - 5+ Years Plumbing & Sales Experience Required

Tennessee Standard Plumbing•Knoxville, TN

9d•$100,000 - $120,000•Onsite

About The Position

We are seeking a service manager to join our team! Service managers at Tennessee Standard have a twofold purpose: 1) to lead and develop the best team of plumbers in the greater Knoxville area, and 2) to drive revenue for the company and hit our sales goals. An ideal service manager is both people-oriented and results-driven. They find fulfillment in helping employees maximize their potential while having an insatiable hunger to smash our KPIs. They work well under pressure while setting aside time to strategize, ever eager to implement effective processes that will improve the operation of the company. Some of the key performance indicators of a service manager: Drive sales goals. Achieve a close rate between 70 and 80 percent. Maintain a high average sale.

Requirements

Experience: at least 5 years of experience in plumbing, and at least 5 years of experience in sales and customer service, preferably in a home services setting.
Strong teaching skills and a passion for developing people: ability to fine-tune and teach the company’s sales at the highest level. Strong desire and ability to skill up your team and improve those around you.
Strategic, process-oriented thinker: ability to create and improve sound, repeatable processes that can be taught and executed to generate consistent positive results.
Strong problem-solving skills: ability to adapt and be resourceful. Capable of making decisions under pressure with confidence.
Relatable: ability to build trust and show empathy to others. Takes a genuine interest in other people.
Curious: ability and willingness to learn and be coachable. Passion to learn about new tools and techniques in this ever-evolving trade.
Proactive: ability to work with little to no supervision.
Superb written and verbal communication skills.
Financial acumen.
Competent with Service Titan.

Responsibilities

SALES: Hit the sales goal by achieving a 72-80% close rate while maintaining a high average sale to maximize every opportunity. Ensure that install stays fully booked and jobs sold are profitable.
CALL-BY-CALL COACHING: Perform call-by-call coaching based on our written processes, including: Mindset Calls: Call techs on their way to jobs to check their mindset, prioritizing techs not hitting goals, and pointing out key opportunities in the home Options Checks: Quick response to techs, confirm accurate and attractive options, and hype up the tech for the sale, with a solid back pocket option always at the ready. Call @ Table: Ensure that techs call you at the table with the client before walking away with no sale
RIGHT TECH, RIGHT CALL: Take ownership of the dispatch board and work with the dispatcher to ensure we are assigning opportunities based on techs strengths and weaknesses by job type, driven by real sales data in Service Titan.
ONE-TO-ONES: Hold meaningful one-to-ones 4 days a week after morning meeting, rotating through each member of your team systematically. Build connection, coach through KPI’s, and keep solid notes.
SKILL PRACTICE: Create a culture of growth among the service techs that embraces skill practice as a way of life. Facilitate skill practice in team meetings, weekly one-to-one “Boost” skill practice sessions, and other sessions as needed. Help your team deliver key scripts from the heart.
PEOPLE DEVELOPMENT: Prepare and run highly engaging and productive sales and technical trainings.
5-STAR REVIEWS: Strive to deliver a 5-Star experience on every single service call and client interaction. Ensure that techs are asking the quality assurance question and asking for reviews. Success here is proven by % of 5-star reviews received when work is performed.
LMA: Leadership, Management, Accountability of all direct reports in the service department. Provide positive accountability to stick to the Service Call Process and other key company processes.
TRAINUAL PROCESSES: Create and improve Trainual Service processes to ensure clear expectations and guidelines for operations.
INVOICE REVIEW: Completely fill in the BCSG Manager Invoice Review Tool for a minimum of 6 months.
TOOL AUDITS: When a service tech is having his inventory audited, confirm that all the required tools and TNS supplied tools are present and in good order. Ensure trucks are kept clean and organized.
PRICE BOOK: Review the job costing report weekly to ensure jobs are being sold and completed with a healthy gross margin. Assist with price book development/updates as necessary.
ONBOARDING: Facilitate engaging and efficient onboarding for all new service techs, following the framework in Trainual for the right mix of field/office time, and correct execution of all administrative tasks to prepare for launch.
EMERGENCY ON CALL: Provide support to the on-call tech after hours for the weeks that you are the on-call manager. Communicate with the assigned on-call technician every Friday so they will be ready for dispatch if necessary.