Field Quality Manager​/Master Plumber

Location: Hooksett

Job Type

Full-time

Description

Position Summary

We are seeking an experienced Field Quality Manager / Master Plumber with hands-on experience in appliance installation within a final-mile delivery environment. This role is responsible for ensuring installation quality, code compliance, customer satisfaction, and operational excellence across field teams. The ideal candidate combines deep technical knowledge with leadership, training, and quality assurance capabilities.

Key Responsibilities:

Field Quality & Compliance

• Conduct field audits and ride-alongs to evaluate installation quality and adherence to plumbing codes and company standards.

• Ensure compliance with local, state, and federal plumbing regulations.

• Identify installation deficiencies and implement corrective action plans.

• Maintain documentation of inspections, safety compliance, and quality metrics.

• Technical Expertise - Plumbing & Appliances

• Provide subject matter expertise in residential plumbing systems, including water supply, drainage, gas lines, and venting.

• Oversee installation of all residential and professional appliances including gas & electric ranges, dryers, wall ovens and cooktops. Dishwashers, washers and stacked laundry, refrigerators freestanding and built in, ice makers, warming drawers and microwaves OTR & built in. Ventilation to include wall hoods, island hoods, downdrafts and inserts.

• Ensure proper connections (water, drain, gas, electric where applicable), leak testing, and safety verification.

• Troubleshoot complex installation issues in the field.

Training & Development

• Train and mentor delivery/install teams on proper plumbing techniques and appliance installation standards.

• Develop and maintain SOPs (Standard Operating Procedures).

• Lead safety and quality workshops.

• Certify installers for plumbing-related tasks and gas appliance connections (as applicable).

Customer Experience

• Resolve escalated installation concerns and field service issues.

• Partner with Customer Service and Operations teams to improve first-time installation success rates.

• Ensure installers maintain professional conduct and customer education during installation.

Operational Excellence

• Analyze quality metrics, damage rates, callbacks, and rework trends.

• Collaborate with operations leadership to reduce service failures and warranty claims.

• Support continuous improvement initiatives in final-mile delivery operations.

Requirements

Qualifications Required

• Master Plumber license, field experience (7-10+ years residential plumbing).

• 5+ years of appliance installation experience in a final-mile or residential environment.

• Strong knowledge of plumbing codes, gas safety, and appliance manufacturer installation requirements.

• Experience in performing field audits and quality inspections.

• Valid driver's license and ability to travel locally/regionally.

• Ability to lift 100+ lbs. and work in residential environments.

Preferred

• Prior experience in quality assurance or field management role.

• Experience working with big-box retailers or third-party logistics (3PL) providers.

• OSHA certification.

• Experience with route management and delivery/install operations.

• Key Competencies

• Strong leadership and coaching ability

• Technical troubleshooting expertise

• Detail-oriented and process-driven

• Excellent communication skills

• Customer-focused mindset

• Data-driven decision-making

Work Environment

Primarily field-based with regular travel to job sites.

• Combination of residential environments and warehouse settings.

• Occasional weekend or extended hours based on operational needs.