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TECHNICAL SUPERVISOR
2 months ago
TECHNICAL SUPERVISOR (Plumbing Service) Cincinnati, OH
Compensation: $70K
$15,000.00 Retention Bonus, payable as follows:
$5,000 bonus paid after 90 days of employment.
$5,000 bonus paid after 180 days of employment.
$5,000 retention bonus paid out at end of first year of employment.
DEPARTMENT: Plumbing Service
REPORTS TO: Divisional Manager
SUPERVISES: Service Technicians
JOB SUMMARY/OBJECTIVE:
Tom Drexler Plumbing, Air & Electric has lengthy career opportunities for plumbers, heating and cooling professionals, electricians, customer service representatives, dispatchers and more For over 30 years, we have built a reputation of quality service and fair & honest business practices. We believe in hiring top-quality candidates looking for long-term careers.
If you are looking for excellent wages and benefits, continual training, and development, we want to talk to you
The Technical Supervisor is responsible for managing all aspects of Technicians' technical 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.
Work with Service Managers and Divisional Manager on advanced technical training; lab-style, classroom, vendors' training for Tom Drexler utilized products.
Work with new Technicians through the onboarding phase.
Work with Technicians to manage customer complaints deriving from substandard installation or other job-related technical issues. The work is prioritized based on work size, importance and severity of the problem or as directed by the Divisional Manager.
Manage customers' complaints following installation through root cause analysis to establish responsibility (Tom Drexler or other). Propose action plan based on findings. If the problem is attributed to an Tom Drexler quality issue, work with the Technician to ensure full resolution while coaching on technical deficiencies.
Tend to failed inspections. Correct the problem and ensure next inspection is completed successfully, 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
Perform Quality Assurance checks based on type of work or based on projected technical challenges faced by Technicians who are still developing strong technical skills.
ESSENTIAL JOB FUNCTIONS:
Evaluate quality of technical work performed by Technicians by reviewing pictures of performed work and coach / train accordingly.
Schedule vendor training and class training.
Oversee large bids, organize materials for the job and provide work oversight.
Support Service System training while providing in-field technical coaching. Provide valuable feedback to Service Managers.
Network to support hiring of technically competent Technicians.
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.
Complete Technical Curbside Feedback form on each ride along to track and document technical progress and to discuss with Service Managers and Divisional Manager periodically. This is part of overall performance management.
Address technical proficiency concerns with the Service Manager to develop a performance improvement plan.
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 Divisional Manager for upgrading or eliminating stock.
Participate in weekly branch meetings
Ensure safety equipment is utilized on all jobs and report any non-compliance to Service Managers.
Support the branch with other duties as assigned by the Divisional Manager.
QUALIFICATIONS/ABILITIES:
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.
Work is performed in the field 80% of the time.
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
Proven record of customer service excellence, and a result-driven approach
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
