Plumbing Manager & Trainer

Summary: The Plumbing Manager & Trainer leads staff members who install, repair, and maintain plumbing in residential homes. This manager routinely works directly with service and install technicians, logistics personnel, and other managers to ensure customer satisfaction while meeting departmental goals and objectives. The Plumbing Manager is responsible for developing & executing training plans, overseeing the plumbing apprenticeship program. Presenting themself as a senior company representative, the Plumbing Manager often communicates and collaborates with other department leaders to ensure quality and profitability meets business standards and goals.

Essential Duties and Responsibilities:

The Plumbing Service Manager directs daily operations of the Plumbing Service Department by successfully performing the following tasks, duties and responsibilities:

• Responsible for establishing & developing a high performing culture where technicians are appreciated & valued, take pride in their workmanship, and provide exemplary customer service that leads to the profitability of the plumbing division.

• Schedules, directs and provides technical support for technicians to meet service demands and customers’ expectations.

• Recruits, interviews, hires and trains technicians as required to meet workload demands, and company or customer expectations and requirements.

• Supervises and directs the technicians to effectively perform the functions of plumbing repair, installation, start-up, operation, and other duties as required to ensure customer satisfaction.

• Reviews technicians’ work to ensure quality meets established standards, techniques, and safety requirements; makes recommendations as requirements to improve quality and productivity.

• In collaboration with Senior Operations Manager, responsible for technicians’ performance appraisals, and reviews and for setting improvement goals per company requirements.

• Develop, maintain, & execute a curriculum for a plumbing apprenticeship program to effectively develop team members to fulfill duties for water heater & water treatment installation, repair, & maintenance.

• Establishes and maintains a regular training program to ensure that technicians are properly trained on the latest plumbing service and installation procedures.

• Conducts group and one-on-one meetings with technicians as required for training, evaluation, and general communication; participates and/or conducts regularly scheduled departmental meetings.

• Communicates regularly with dispatch to ensure that personnel are being scheduled properly by skill level, efficiency and training requirements.

• In collaboration with Logistics, maintains communication with suppliers and factory personnel concerning warranty issues, product recall notices, operational problems with products, premature failures, and other issues as they apply to plumbing products and equipment sold by Logan Services.

• Develops and monitors budgets, goals, and objectives to ensure departmental profitability.

• In collaboration with Logistics, specifies and makes sure that required parts are ordered in a timely fashion to ensure work deadlines are met.

• Ensures that all company/department policies are being followed by all technicians.

• In collaboration with logistics, develop designated tool lists & warehouse stocking programs to ensure our plumbing technicians can effectively perform their assigned duties.

• In collaboration with Logistics, develops & maintains stocking programs for plumbing installation & service vehicles to effectively serve our customers and eliminate return trips.

• Keeps current with the latest training on current products, coordinates technician training and maintains training records to ensure personnel maintains proficiency in preventive maintenance, troubleshooting, and repair of supported equipment.

• Work with other departmental managers to meet company and departmental goals and objectives.

• Other tasks and responsibilities as required to maintain efficient department operations.

• Performs all other duties as assigned.

Competencies:

• Know the Business - Take an active role in understanding how the business operates and continuously pursue new knowledge to inform business decisions and maintain functional expertise. Look beyond LSI to keep up-to-date on industry trends and best practices outside of the HVAC industry.

• Drive Vision and Purpose - Translate organizational vision and culture into targeted team and/or individual goals that will drive performance. Prioritize and take action to get results with an appropriate sense of urgency.

• Champion Change - Embrace change as an opportunity rather than a roadblock and inspire others to do the same. When a decision is made, get on board and bring others along with a positive approach.

• Communicate with Influence - Practice open, honest and clear communication with all team members. Tailor communication style, approach and content based on the situation and audience needs or concerns.

• Be Curious - Continuously seek out new opportunities to learn and grow. Ask questions to dig deeper in order to continually improve upon outcomes.

• Build Trust - Gain the respect, confidence and trust of others by following through on commitments and actively demonstrating the highest standards of honesty, integrity and authenticity.

• Analytical – able to evaluate performance and drive action from it.

• Commitment – strong commitment and superior reliability to achieving business goals

• Independent – proven ability to work independently all while keeping others informed of your processes and progress

• Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

• Confidentiality – Maintains all client communications and information confidential as per code of ethics, and per client instructions.

• Company Core Values – Follows and promotes company core values.

• Leadership – Able to organize, control, and guide the work of others to obtain satisfactory results.

Experience and Requirements:

• Excellent customer service and sales skills

• Five years Plumbing Management experience; or an equivalent combination of education and experience

• Exhibit an in-depth knowledge and understanding of Plumbing trades

• Has the ability to read, interpret, utilize and train on manuals related to Plumbing systems

• Technical aptitude with knowledge of local codes and an ability to use resources at hand to find solutions

• Excellent leadership skills to enhance team productivity and standards of work produced

• Excellent verbal and written communication skills; and strong conflict management skills

• Detail-oriented and highly organized with the ability to handle multiple tasks and assignments

• Good computer skills: knowledge of and proficiency in common office applications such as MS Word, Excel, Outlook and general software navigation

• Possess a strong personal desire for improvement; and the desire to motivate technicians to be better tomorrow than they are today

• Have a clean, neat and professional appearance; a top performer who can instill pride of workmanship in himself and in others

• Valid driver’s license with a clean driving record and background

• Ability and willingness to work non-standard schedule: nights, weekends and holidays as/if required

To perform this job successfully, an individual must be able to perform each essential duty at a high level. The requirements listed above are a representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.