Job Description
Plumbing Technical Supervisor-Richmond Hill, GA
About the position:
The Technical Supervisor is responsible for managing all aspects of Plumbing Technicians’ technical training while performing quality assurance and providing excellent customer satisfaction. You will also guide Apprentices through the Plumbing Academy Training Program. The role works cross-functionally across all branch teams.
You will be a resource to Techs in the field as needed and work closely with the Techs that are enrolled in the LTP Academy Apprentice Training Program.
SUPERVISES: Plumbing Service Director of Training & Divisional Manager Academy Students & Service Technicians.
The Technical Supervisor is responsible for managing all aspects of Technicians’ technical & Service System training including the Apprenticeship Program and advanced technical training while performing quality assurance inspections in the field. The role works cross-functionally across all branch teams.
Branch Functions:
Work with Service Managers and Divisional Managers on advanced technical training; lab-style, classroom, and 'vendors’ training for MTG utilized products as well as weekly coaching of the "Service System"
Work with Service Managers to onboard new Technicians
Assist Branch Office Manager and technicians with customers’ "High Value" complaints following installation through root cause analysis to establish responsibility (MTG or other).
Propose action plan based on findings. If the problem is attributed to an MTG quality issue, work with the Technician to ensure full resolution while coaching on technical deficiencies. Tend to failed inspections and "high value" complaints. Correct the problem and ensure next inspection is completed successfully or complaint resolution, while coaching Technicians through the entire process.
Assess individual Technicians’ technical deficiencies and train accordingly, while ensuring customer satisfaction. Train Technicians in developing new technical skills to improve their ability to service customers on all product installations
Evaluate quality of technical work performed by Technicians by reviewing pictures of performed work and coach / train accordingly.
Schedule Vendor, Technical and Service System training.
Network to support hiring of technically competent Technicians.
Work closely with Service Managers to periodically update the performance dispatch matrix to match the most competent Service Technician to the right call; based on technical proficiencies (Technical Supervisor) and key productivity metrics (Service Manager).
Conduct a yearly review of truck stock usage, and make recommendations to Branch Manager for upgrading or eliminating stock.
Participate in weekly branch meetings
Qualifications:
Master Plumber license or Journeyman license preferred.
Proven leadership, mentorship, and coaching abilities Ability to develop a technical training curriculum (both team and individual plan) Ability to provide excellent customer service
Ability to work cross-functionally in a mature, professional, and courteous manner
Ability to solve problems and develop an appropriate action plan
Ability to successfully train a technical workforce by demonstrating technical excellence and patience
Excellent interpersonal and communication skills
Excellent organizational and follow-through skills
Ability to work extended hours, weekends, and holidays in line with the company’s needs
Ability to be reached off-hours to support Technicians working in the field, if requiring technical assistance
Service Titan experience.
Preferred:
Proven record of customer service excellence and a result-driven approach Microsoft Office suite of applications preferred.
Ability to run reports and use Excel to export data and create spreadsheets.
Ability to create PowerPoint presentations.
EXPERIENCE/EDUCATION:
Proven record of excellent technical expertise on all types of installations
Minimum of 3 years of field training work in the residential plumbing industry Service System Mastery
Compensation:
$70k-$90k annually based of experience.
Benefits:
Competitive Dental, Vision, and Healthcare Plans
401(k) matching
Short-Term and Long-Term Disability
Life Insurance
PTO
Paid Holidays
Employee Assistance Program (EAP)
Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.
EOE
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