Job Description

Job Description

Job Description

Plumbing Technical Supervisor

About Us:

Since 1986 American Air & Heat has been a value driven business. Focused on the mission of providing each client with prompt, professional and trustworthy information. Allowing each client to make the best decisions for their home, family and comfort, ensuring their 100% satisfaction.

Using the Golden Rule as our compass; every action we take will be focused on our customers satisfaction. Our goal is to provide each customer with the highest level of Workmanship, Integrity and Trustworthy Solutions for their home. We cannot succeed in our mission without our customers and their trust in us.

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 LTP 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 (LTP or other).
• Propose action plan based on findings. If the problem is attributed to an LTP 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:

• Based on 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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