Residential Service Plumbing Technician

Residential Service Plumbing Technician (Construction)

SENIOR

PURPOSE:

To provide the best possible customer service experience while delivering professional residential plumbing service, repair and installation needs.

HOURS:

Mallick Plumbing & Heatings Service Technicians work a typical five-day schedule and a rotating on-call schedule for after-hour needs.

• Safety
• Gross Sales
• Rework Level
• Customer Satisfaction and Value
• Operational Efficiency (Timely billings)
• Employee Growth and Development

KRA TASKS AND ACTIVITIES AND THE PRIMARY ACCOUNTABILITY FOR EACH.

Zero Lost Time Accidents:
Ability to recognize the importance of safety in the workplace and on all worksites. The technician leads by example to follow the safety rules and the company-wide safety program, practices safe work habits, utilizes appropriate safety equipment and immediately reports unsafe conditions to the Safety Manager.

Accountability:
Safety results for the department are posted monthly by the Residential Service Plumbing Manager. There are to be no lost time incidents for which Mallick Plumbing and Heating is  employees will receive, at a minimum, an OSHA 10 certification. Proper training and PPE will be provided. A Job Hazard Analysis will be conducted on appropriate job sites where risks will be identified and corrected.

Monthly Toolbox talks will be distributed and discussed.

Revenue Growth Rate:
Maintain $1,400 of revenue per day 95% of the time;
Sell 10 maintenance contracts per month. Additional work is performed on 60% of the service calls at the time of the original appointment.

(Revenue is simply the income that Mallick receives from its normal business activities; the sale of goods and services):

Accountability:
Monthly reports are generated by the Residential Service Manager to provide data for Technicians average ticket revenue, number of chargeable calls, number of service tickets, number of 5-point inspections performed and Ride Along forms.

Target Setting:
The target rate for rework should be zero.

Responsibility:
It is up to the Tech to ensure the work performed is free of defect and that quality is of the highest caliber. Code complaints and rework will be tracked monthly and posted. Techs are responsible to ensure they perform their own rework at nights or on weekends.

Customer Drivers:
Reviews;
Ride Along Program; CSR Follow Up

Develop and maintain a tool, using survey-based measures and non-survey-based measures, to get results of customer satisfaction and value.

Accountability:
Survey-based measures of:

• Product quality
• Service quality
• Presentation and professionalism of technician
• Supply of stock materials
• Price
• Service attributes such as timeliness, responsiveness, understanding of needs of customer/customers business, quality of relationship, knowledgeable staff, customer focus and productivity
• Reviews

Billings:
Close out of Jobs for Timely Billings.

Accountability:
Billings must be at $30,000 each month.

Measure effectiveness of:

• Proper ordering of material inventory
• Re-work
• Response time
• Complete tickets full circle
• Clear verbal and written communications
• Timely tickets
• Successfully complete field estimate process

Employee Perception:
Technicians overall satisfaction and commitment.

Accountability:
Documentation based measure of:

• Continuing education class once per year
• Attends all meeting and training as required
• Maintains a courteous and professional attitude with office personnel and co-workers at all times
• Assists fellow team members to improve skills and shares knowledge
• Willing to learn
• Complies with company handbook
• Dedication and willingness to help where needed for the good of the company

4 = Excellent

3 = Good

2 = Needs Improvement

1 = Poor

• Basic Skills
• Leak Search/Repair
• Snaking
• Pumps
• Water Treatment
• Water Heaters
• Heating
• Special Projects
• Customer Service
• Estimates
• Training Apprentices
• Tool Skills

• Good Communication Skills
• Enjoy and be Comfortable Interacting with Customers
• Able to Work Independently
• Ability to Explore…