|Date Posted||September 21, 2022|
|Category|| Trades & Services |
|Job Type|| Permanent |
Technical Supervisor - LEN THE PLUMBER
This position will support our Alexandria VirginBranch location.
The Technical Supervisor is responsible for managing all aspects of Technicians' technical training while performing quality assurance and providing excellent customer satisfaction. The role works cross functionally across all branch teams.
MASTER PLUMBER license required
If you do not currently have Master, be willing to take & pass exam.
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, pass down your knowledge & experience? Have Leadership/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.
ESSENTIAL JOB 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 KPI's.
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.
Work with Service Managers and Divisional Manager on advanced technical training; lab-style, classroom, 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 yearly review of truck stock usage, and make recommendation to Branch Manager for upgrading or eliminating stock.
Participate in weekly branch meetings
Master Plumber license Holder (or Journeyman to test for MP license within 12 months of hire in 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 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 company's needs
Ability to be reached off-hours to support Technicians working in the field, if requiring technical assistance
WORKING CONDITIONS/PHYSICAL DEMANDS:
Ability to lift and transport up to 80 lbs.
Ability to travel in the field or to other branches.
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
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 Power Point presentations.
Rev. 9/20 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.