Supervisor - Master Plumber

Job Description

Master Plumber - Technical Supervisor

PLUMBING TEAM - LEN THE PLUMBER HEATING AND AIR

This position will support our BELTSVILLE MD Branch location. ( Montgomery / PG County Region )

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 our LTP Plumbing Academy Training Program. The role works cross-functionally across all branch teams.

MASTER PLUMBER license required

If you do not currently have a Master Plumbing License you must be willing to take & pass the exam.

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.

Are you a Master Plumber that loves to teach newer Techs, and pass down your knowledge and experience? Do you have strong leadership and people management skills?

Have experience in Sales & Residential Service Plumbing? Business acumen? The ability to travel to neighboring branches to help support the LTP Academy Apprenticeship Program? Experience in training & mentoring? This may be the perfect job for you!

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.

Academy Functions:

Manage all aspects of the Apprenticeship Program; recruiting, program entry eligibility, e-learning, lab, and in-field training to successful graduation.

Will be responsible for managing, tracking, and reporting Academy KPIs.

A key contributor to the Apprenticeship Program in the technical development of Apprentices – ensure technical proficiency is acquired and consistently demonstrated before Apprentice begins independent work as Service Technician.

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 Holder (or Journeyman to test for MP license within 12 months of hire in the role)

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

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:

Master Plumber license holder required

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:

80,000-120,000 annually, 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