Service/sales Manager

About Us

O'Shea Plumbing is a family-owned plumbing business with a legacy of trusted service across Melbourne. Known for reliability, transparent pricing, and a commitment to 5-star customer service, we provide a full range of plumbing solutions that enhance comfort, safety, and value for our customers. We’re looking for a driven **Service/Sales Manager** to oversee service operations, support our team, and lead revenue growth initiatives in alignment with our company’s goals.

Role Overview

The **Service/Sales Manager** will play a central role in managing our service team, supporting plumbers to achieve their targets, and driving sales to meet monthly revenue goals. This position involves hands-on management and coaching of team members, oversight of daily operations, and the development of strategies to enhance customer satisfaction, operational efficiency, and revenue.

Key Responsibilities
- **Service Plumber Oversight**: Lead and support our team of plumbers, roofers, and electricians to meet KPI targets and deliver outstanding customer service.
- **Training & Coaching**: Facilitate training sessions, conduct one-on-one meetings, and hold daily huddles to ensure the team is equipped and motivated to succeed.
- **Ride-Alongs & On-Site Reviews**: Accompany field technicians on jobs, providing guidance, performance feedback, and support with estimates and service follow-ups.
- **Goal Setting & Strategy**: Set clear goals and strategies for the team, implementing training plans, sales matrices, and ServiceTitan tools to enhance performance and service quality.
- **Timesheet & Leave Management**: Approve team timesheets and manage annual leave requests, ensuring adequate coverage and consistent service availability.
- **Sales Support & Quoting**: Assist the field team in securing estimates and following up on quotes to convert leads into successful sales.

Sales & Operational Efficiency
- **KPI & Performance Tracking**: Monitor and ensure team members are hitting key KPIs, including daily performance goals, estimates, and service quality standards.
- **Customer & Major Client Relations**: Manage relationships with key clients, ensuring satisfaction and exploring opportunities for additional service offerings.

Cross-Functional Collaboration & Process Improvement
- **Inter-Departmental Coordination**: Work closely with other managers, including Marketing, Projects, Service, Operations, Sales, and Call Centre teams, to drive company-wide objectives and ensure smooth service delivery.
- **Pricebook & Sales Tools Management**: Regularly update the pricebook and service descriptions to improve accuracy and team efficiency in delivering estimates and closing sales.
- **Service Partner Plan**: Initiate, maintain, and optimize the Service Partner Plan to improve operational workflows and customer satisfaction.
- **System Implementation**: Guide the team in adopting ServiceTitan and sales matrix tools, ensuring smooth implementation and ongoing training for consistent, reliable service performance.

Key Skills & Qualifications
- **Sales & Customer Service Skills**: Proven track record in sales, with strong skills in identifying customer needs, supporting field sales efforts, and managing client relationships.
- **Leadership & Mentorship**: Experience in managing, training, and mentoring team members to reach their full potential, fostering a collaborative and high-performance culture.
- **Operational Acumen**: Proficient in developing and implementing efficient workflows, with strong time management, scheduling, and resource allocation skills.
- **Financial & Analytical Skills**: Knowledgeable in budget management, job costing, KPI tracking, and achieving sales and service targets.
- **Communication & Interpersonal Skills**: Clear and effective communication, capable of leading team meetings, providing constructive feedback, and building strong client relationships.

Why Join O'Shea Plumbing?
- Become part of a trusted, family-owned company with a reputation for excellence and customer satisfaction.
- Opportunity for personal and professional growth in a supportive, results-driven environment.
- Competitive compensation package with bonus potential.

Schedule:

- 8 hour shift

Work Authorisation:

- Australia (required)

Work Location: In person