Residential Service Plumbing Technician

• Location 7620 L Rickenbacker Drive,Gaithersburg, MD, 20879,United States
• Base Pay $60,000.00 - $ / Year
• Job Category Plumbing, Residential Service, Home Services

• Name Mallick Plumbign & Heating
• Email

SENIOR

PURPOSE:

Toprovidethebestpossiblecustomerserviceexperiencewhiledelivering professional residential plumbing service, repair and installation needs

HOURS:
Mallick Plumbing & Heating’s Service Techniciansworkatypicalfive-dayscheduleanda rotating on-call schedule for after-hour needs

§ Rework Level –Howeffectivelyarewedrivingwasteoutofour processes?

KRATASKSANDACTIVITIESANDTHEPRIMARYACCOUNTABILITYFOR 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 jobsites 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.

Accountability: Monthly reports are generated by the Residential Service Manager to provide data for Technician’s 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:

• Service attributes such as timeliness, responsiveness, understanding of needs of customer/customer’s business, quality of relationship, knowledgeable staff, customer focus and productivity

Measure effectiveness of:

• Clear verbal and written communications
• Timely tickets
• Successfully complete field estimate process

Employee Perception: Technicians overall satisfaction and commitment.

Accountability: Documentation based measure of:

• Maintains courteous and professional attitude with office personnel and co-workers at all times.
• Assists fellow team members to improve skills and share knowledge.
• Willing to learn.
• Complies with company handbook.
• Dedication and willingness to help where needed for the good of the company.

3= Good

2 = Needs Improvement1= Poor

4

3

2

1

• Snaking
• Pumps
• Water Treatment
• Water Heaters
• Heating
• Special Projects
• Customer Service
• Tool Skills

• Enjoy and be Comfortable Interacting with Customers
• Able to Work Independently
• Ability to Explore Customer Needs and Provide them with Service Options to Meet Their Needs
• Safe Driver, Good Driving Record

Reinforcing the Corporate Culture: This is accomplished by understanding the Mission, Vision and Core Values of Mallick and ensuring that our Culture is maintained and enhanced where possible. It is expected that the Residential Service Plumbing Technician will play a leadership role by example.

Business Development and Marketing Efforts: Participation at industry events as needed.

Community Service: Participates in company functions, charity events and individual efforts to give back to the community.

Internal Leadership: Taking an active interest in developing in-house staff and apprentices by actively mentoring potential future “starters”.

• Clean Driving Record
• Ability to Pass a Drug Test & Background Check
• Safety-Minded
• 4-8 Years Experience
• Proficiency in Residential Plumbing Systems and Equipment
• Technology Proficiency & Williness to Learn