Residential Service Field Supervisor & Commercial Plumber

Total Appliance & A/C Repairs, Inc (DBA Total Repair Pros)•Hallandale, FL

21d•$54,080 - $72,800•Onsite

About The Position

The Residential Plumbing Service Field Supervisor is a working supervisor and the residential plumbing department’s senior field resource. The role spends most of the day responding to service calls, providing technical guidance to other plumbers, and taking on difficult or unresolved residential plumbing work. The supervisor provides second opinions on disputed or potentially condemned fixtures, makes and documents final technical recommendations, and handles challenging customer conversations. The position also improves team performance by reducing repeat visits, callbacks, and coding or ticket errors; auditing work; coaching and training plumbers; supporting contract and COD procedures; and enforcing safety and compliance requirements. The role is field-based in the South Florida service area and reports to the Plumbing Department Manager / Assistant Manager.

Requirements

Knowledge of residential plumbing service and ability to diagnose and repair complex plumbing issues, including concealed leaks, recurring drain stoppages, and failed tub or shower valves.
Ability to work confidently with legacy equipment, including three-handle compression valves, older pressure-balance valves, galvanized and cast-iron piping, and discontinued fixtures.
Ability to identify plumbing parts from a photo or description and provide exact part numbers.
Ability to make and document technical decisions about whether fixtures should be repaired, condemned, or replaced.
Knowledge of service-contract coverage and COD procedures, including the listed contract codes and distinctions.
Knowledge of Florida plumbing code and permit requirements, including requirements for water heater replacements.
Ability to coach and train plumbers, audit completed work, and maintain complete and accurate service tickets.
Ability to communicate professionally with customers, property managers, building staff, and boards, including in disputed or difficult situations.
Ability to enforce safety, PPE, and company procedures.

Responsibilities

Provide phone-based technical support to residential plumbers and respond in person to unresolved calls, same day whenever possible and before a go-back is written.
Diagnose and repair difficult residential plumbing issues, including concealed leaks, slab and wall leaks, recurring drain stoppages, failed tub and shower valves, and obsolete or hard-to-source fixtures.
Work with legacy plumbing equipment and identify parts from photos or descriptions, providing exact part numbers for warehouse sourcing.
Provide second opinions on fixtures proposed for condemnation, make the final repair, condemn, or replace recommendation, and document the rationale clearly.
Explain condemnation decisions and replacement requirements to customers; document customer-requested repairs made against the company’s recommendation and involve management when required documentation is refused.
Coordinate building shutdowns with the department office and building staff when necessary.
Review residential go-backs and parts orders daily, investigate repeat calls to the same unit within 30 days, and distinguish unavoidable returns from issues involving truck stock, diagnosis, or effort.
Ride along with or revisit the work of plumbers with high go-back or callback rates and coach them in the field.
Work with the warehouse to maintain the residential truck stock list and availability of common parts.
Conduct weekly field spot-checks of completed calls, including workmanship, leak testing, cleanup, and before-and-after photos.
Verify that tickets document the problem, work performed, parts used, service code, and status; identify and correct miscoding before it reaches reports.
Apply building service-contract coverage rules and ensure COD calls are treated as non-covered repairs, with customers informed of costs, approval obtained, payment collected, and contract leads passed along.
Back up plumbers when customers dispute coverage on site.
Train new residential plumbers in field procedures, building etiquette, condominium rules, photos, ticket writing, and contract knowledge; teach techniques for first-visit resolution.
Provide the department manager with assessments of plumbers’ skills, effort, and readiness for more difficult work.
Represent the company professionally with unit owners, building managers, maintenance staff, and boards; de-escalate field complaints and keep the department office informed.
Identify building conditions that could cause repeat calls and report potential sales or contract opportunities.
Enforce safety, PPE, and company procedures on every job.
Apply knowledge of Florida plumbing code and permit requirements, including water heater replacements, and flag work requiring a permit or licensed contractor sign-off.