About the position
The Plumbing Field Supervisor/Trainer plays a vital role in maintaining the standards of our operational processes, supporting team growth through technical training, and advocating for our internal 6 Steps of the Call Process: Prepare, Greet, Explore, Present, Execute, Wrap Up. This position is focused on ensuring service quality, fostering team development, and driving consistency in our approach to customer satisfaction.
Responsibilities
- Oversee adherence to operational processes and company policies.
- Conduct regular field audits to ensure consistency and excellence in performance.
- Provide actionable feedback to technicians for continuous improvement.
- Develop and lead technical training sessions for new hires and seasoned employees.
- Share knowledge on emerging Plumbing technologies and industry updates.
- Identify opportunities for skill development and design targeted coaching programs.
- Reinforce and model the 6 Steps of the Call Process as a foundational framework for effective customer engagement.
- Deliver consistent coaching and guidance to ensure alignment with these principles.
- Monitor implementation and provide ongoing support to address challenges.
- Act as a resource and mentor for field technicians, providing guidance on both technical and procedural matters.
- Build a culture of collaboration, accountability, and continuous learning.
- Support the team in resolving operational and customer service issues.
