To support good customer relations by ensuring exceptional Plumbing Services and Install are provided as scheduled, at competitive prices, and all applicable codes and regulations are adhered to. To oversee the work of the Plumbing Service technicians to ensure all work is performed correctly and is reflective of Hiller’s values.
Ensure each team member completes job performance standards to appropriate codes and customer satisfaction.
Plan and manage in the safe and efficient servicing of new and existing Plumbing fixtures, equipment, components and systems.
Supervise Service personnel to include performance evaluations, training needs, and work assignments to ensure effective operations.
Complete weekly truck inspections and audits of paperwork and service call checklists.
Ensure the team manages appropriate inventory of parts required for service calls.
Coordinate with other departments to ensure appropriate job objectives are met effectively and completely.
Support field technicians on troubleshooting issues as needed.
Accountable for team performance and progress toward company goals.
Responsible for the interview and selection process of technicians and apprentice candidates.
Manage operational metrics including average invoice total, callback ratios and labor margins.
Train, coach and mentor technicians and apprentices.
Investigate any reported safety issues.
Resolve any issues involving missing and/or damaged tools and any vehicle malfunction.
Evaluate work load and schedules to maximize production.
Ensure service performed is completed on time and to the customer’s satisfaction.
Perform on-site job inspections.
Provide feedback, coaching, and ongoing technical and communication training to all subordinates to increase performance.
Participate in all company sponsored training classes.
Manage conflict resolution with clients through clear communication, addressing all concerns, questions, or problems expediently.
Communicate with other departments to ensure the proper transfer of all service work business data.
Maintain a courteous demeanor with customers and associates at all times.
Maintain a professional image at all times by wearing company approved uniform.
Abide by all standards of performance and ethics.
Follow all safety policies and procedures.
Communicate the benefits of Club Memberships.
Perform other duties as assigned.
Knowledge, Skills and Abilities:
Have a minimum of 3-5 years of supervisory experience in residential service and maintenance operation.
Working knowledge of the techniques, methods, tools and safety precautions of the Plumbing trade, building codes and regulations.
Possess good analytical skills and attention to detail.
Must be highly organized with good attention to detail and follow through.
Excellent customer service skills with desire to exceed customer expectations.
Function in a team environment.
Must be able to use a computer tablet, smart phone and read a map or follow GPS.
Valid driver’s license, and approved to drive by Company’s insurance carrier.
A High School diploma or general education degree (GED) required.
Work in indoor/outdoor elements with extreme variation in temperatures.
Climbing, heavy lifting, standing, stooping, bending, crouching, kneeling, sitting, and reaching.
Ability to work in tight spaces such as attics and/or crawlspaces.
Ability to lift 50 pounds, to push, pull, carry or maneuver heavier items.
Occasionally work from heights 15 feet or higher above ground.
Have good visual acuity to see and focus close, distance and peripheral vision with normal depth perception.
Willing to work hours outside of normal work schedule, if needed.