SERVICE MANAGER - Plumbing & Sewer
Anchorage, Alaska | On-site
Annual Compensation Potential:
$89,000 Base Salary + Performance Bonuses | $109,000+
THE POINT OF THIS ROLE
Build and lead a team of capable, accountable, high-performing plumbing and sewer service technicians who consistently deliver an exceptional homeowner experience, follow established service standards, and produce profitable results-without requiring constant intervention from ownership.
About the opportunity
Drain Masters Inc. is looking for an experienced, hands-on Service Manager to lead our residential Plumbing and Sewer Service departments in Anchorage, Alaska.
This is not simply a senior technician position or a job for someone who wants to supervise people. It is a leadership role for someone who knows how to develop people, establish expectations, hold teams accountable, solve operational problems, and translate business goals into measurable results.
We are an established, owner-led residential plumbing and sewer company building the leadership structure and operational systems necessary for our next stage of growth.
We need a manager who can take ownership of daily service operations while developing the technicians, processes, and performance standards that allow the business to grow sustainably.
You will work directly with the Owner/General Manager and collaborate with Dispatch, Install leadership, Logistics, and administrative staff.
This position includes a structured development opportunity toward Operations Manager within 24-36 months, based on demonstrated leadership ability, business performance, readiness, and organizational needs. Operations Manager compensation potential is $124,000+ annually.
We are looking for someone who wants to build a department, not simply manage the day.
What you'll own
- Lead the daily performance, development, and accountability of Plumbing and Sewer Service technicians.
- Establish clear expectations for productivity, professionalism, workmanship, customer service, and job completion.
- Coach technicians in technical competency, communication, customer experience, and our Nexstar-aligned service system.
- Conduct regular field observations, ride-alongs, individual coaching sessions, and performance evaluations.
- Develop and maintain individual technician development plans with measurable milestones.
- Monitor departmental performance, including revenue, conversion rates, average tickets, sold hours, efficiency, gross margins, and contribution profitability.
- Identify performance gaps, determine their causes, and implement corrective actions.
- Maintain consistent execution of diagnostic procedures, estimate presentation, documentation, job completion, and quality standards.
- Address employee performance, attendance, conduct, and accountability issues promptly and professionally.
- Lead recruiting, selection, onboarding, and training for service technicians within approved staffing plans.
- Coordinate with Dispatch to align technician skills, availability, capacity, and job requirements.
- Resolve escalated customer concerns, workmanship issues, and service-related problems.
- Conduct regular job audits, quality reviews, and follow-up on corrective actions.
- Build reliable operating routines, reporting, and accountability systems that reduce dependence on ownership.
A normal day may include
- Reviewing departmental performance, technician availability, and operational priorities.
- Meeting with Dispatch to identify capacity constraints, scheduling challenges, and technician needs.
- Reviewing completed jobs, estimates, documentation, callbacks, and performance exceptions.
- Conducting a ride-along or observing a technician's diagnostic and customer-service process.
- Coaching a technician on opportunities to improve performance or strengthen technical skills.
- Addressing a customer concern, workmanship issue, or technician performance problem.
- Reviewing revenue, profitability, efficiency, and other departmental performance indicators.
- Coordinating training, onboarding, recruiting, or technician development activities.
- Working with Logistics and Install leadership to resolve resource or operational constraints.
- Following through on outstanding issues and ensuring the next workday begins with clear priorities.
This is an active, field-engaged management position. Successful leadership requires time with technicians, direct observation of their work, and consistent follow-through-not simply reviewing reports from an office.
What success looks like
- Technicians understand what is expected of them and consistently meet established standards.
- Individual technician skills, productivity, and performance improve through measurable coaching and development.
- Service procedures are followed consistently, from preparation and diagnosis through estimate presentation, execution, and job completion.
- Customer concerns, callbacks, workmanship issues, and performance problems are addressed promptly and effectively.
- Departmental revenue, margins, efficiency, and profitability meet approved operating plans.
- Technicians present appropriate solutions and communicate value effectively without sacrificing integrity or customer trust.
- Documentation, job audits, and quality standards are consistently maintained.
- Recruiting, onboarding, and training produce technicians who become productive and dependable.
- Communication between Service, Dispatch, Logistics, Install, and management is reliable.
- The department operates with increasing independence, and ownership is no longer required to resolve routine operational and personnel issues.
Ultimately, success means building a team that performs consistently because of effective leadership, not because someone is constantly checking up on them.
What we're looking for
- Demonstrated experience leading, coaching, developing, and holding employees accountable.
- Experience in plumbing, drain cleaning, sewer service, residential field service, or a closely related skilled-trades environment.
- Working knowledge of field-service operations, technician productivity, scheduling constraints, and customer-service expectations.
- Ability to understand financial and operational reports and use that information to make sound business decisions.
- Strong communication skills, including the ability to have difficult conversations constructively and directly.
- Ability to identify the difference between a training problem, a process problem, and an accountability problem.
- Proven organizational skills and consistent follow-through on commitments, corrective actions, and operational priorities.
- Sound judgment when balancing customer satisfaction, employee development, operational demands, and profitability.
- Comfort using technology, performance dashboards, spreadsheets, and field-service management software.
- Willingness to learn and consistently apply our established service system, operating procedures, and company standards.
- Ability to work independently, prioritize competing demands, and make appropriate decisions within established authority.
- A leadership approach grounded in personal accountability, professional integrity, and a willingness to develop others.
Experience with ServiceTitan, Nexstar service systems, structured technician training, and performance-based compensation programs is beneficial.
Technical knowledge matters, but technical expertise alone does not qualify someone for this position. We are looking for a leader who can improve the performance of an entire department, not simply someone who is excellent at performing the work personally.
Authority and working relationships
The Service Manager reports directly to the Owner/General Manager and is responsible for the performance, development, quality, and accountability of the Plumbing and Sewer Service departments.
The manager is expected to independently lead routine departmental operations, technician coaching, training, performance management, and service-system execution within established company policies, budgets, and decision authority.
Dispatch retains responsibility for technician deployment and scheduling coordination. Logistics owns inventory, equipment, fleet, and material readiness. Install leadership retains responsibility for installation production.
The Service Manager is expected to work collaboratively across these functions, resolve issues within their authority, and escalate matters requiring broader business decisions.
Compensation and Benefits
Base Salary: $89,000 annually
Annual Compensation Potential: $109,000+
Our compensation structure rewards demonstrated leadership, technician development, operational execution, and profitable departmental performance. Compensation growth is tied to results, increased responsibility, and demonstrated capability.
First 90 Days
- Up to $5,000 in earned onboarding milestone bonuses based on completion of defined leadership, assessment, coaching, and operating-plan objectives.
- Structured 30-, 60-, and 90-day performance reviews.
After the First 90 Days
- $20,000 annual target performance bonus opportunity, prorated for the eligible period.
- Performance measures include departmental financial results, technician development, workmanship quality, documentation, and operational execution.
- Additional profit-based bonus opportunity for qualifying performance above approved departmental profit targets.
The $109,000 annual compensation target reflects a full year under the regular performance program, with additional earning potential for exceptional results. Actual first-year compensation reflects the onboarding period and earned bonuses. Performance bonuses are opportunities, not guaranteed compensation.
Benefits include:
- Paid holidays
- Paid vacation
- Paid sick days
- Retirement
- Group health insurance
- Short- and long-term disability
- Life insurance
- Professional development and leadership growth opportunities
- Additional company benefits and perks
Career development - Operations Manager pathway
We are building a stronger leadership structure as Drain Masters grows, and this position offers a defined opportunity for advancement.
Operations Manager Compensation Potential: $124,000+ annually
The intended development pathway includes:
Months 4-12: Demonstrate sustained departmental results, effective technician development, and independent service leadership.
Months 12-24: Develop additional leadership depth, strengthen budgeting and financial management capabilities, and lead improvements involving multiple departments.
Months 24-36: Demonstrate the ability to lead other managers and coordinate broader operations across Service, Sales, Install, Dispatch, and Logistics.
Advancement is based on demonstrated readiness, sustained results, and an available, funded position. Promotion is not automatic, and expanded responsibilities would include a separate compensation review.
How to apply
Submit your resume and a brief explanation of the leadership and field-service management experience that best prepares you for this role.
We are particularly interested in specific examples of:
- A technician or employee whose performance improved through your coaching.
- A difficult accountability or personnel issue you successfully addressed.
- An operational or financial performance problem you identified and corrected.
- A process, training system, or management routine you implemented that produced measurable results.
We are interested in what you have accomplished as a leader, how you achieved those results, and how you measure success.
This is an on-site leadership position in Anchorage, Alaska. Local candidates are preferred.
