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Plumbing Technician

POSITION PURPOSE:

Reporting to the Plumbing Branch Manager, this role serves as a plumbing technician responsible for running service calls, supporting branch sales growth, and assisting with day-to-day operational execution. The Plumbing Technician acts as a trusted field technician within the branch, delivering high-quality plumbing service while identifying repair, replacement, and upgrade opportunities that support customer needs and company growth.

He/she will also support branch operations, reinforce company standards, and help drive a customer-first culture built on professionalism, urgency, workmanship, and accountability.

BEHAVIORAL COMPETENCIES:

• Customer Orientation (Service Excellence): Delivers an elite customer experience through professionalism, technical expertise, quality workmanship, and clear communication.
• Sales & Influence (Revenue Growth): Identifies customer needs, presents solutions professionally, and supports branch revenue growth through repair, replacement, and upgrade opportunities.
• Technical Expertise (Problem Solving): Diagnoses and resolves plumbing issues efficiently while maintaining strong workmanship, safety, and code compliance.
• Collaboration & Teamwork (Branch Partnership): Partners effectively with dispatch, customer service, warehouse, installers, and leadership teams to support smooth branch operations.
• Process Discipline (Consistency & Execution): Follows company pricing, documentation, safety, and operational processes while ensuring jobs are completed accurately and professionally.
• Agility & Responsiveness (Operational Support): Responds quickly to customer and branch needs, supports after-hours coverage, and adjusts to changing operational priorities.

SPECIFIC RESPONSIBILITIES

Plumbing Service & Sales Execution:

• Run scheduled plumbing service calls while diagnosing, repairing, and servicing residential plumbing systems including water heaters, sewer and drain lines, water lines, gas piping, fixtures, pumps, filtration systems, and related equipment.
• Identify repair, replacement, upgrade, and proactive plumbing opportunities while presenting solutions to customers in a professional and consultative manner.
• Sell approved upgrades, services and repairs directly from service calls, in accordance with company sales and pricing guidelines.
• Setting sales lead opportunities for Plumbing sales leadership.
• Complete all plumbing work, documentation, estimates, customer communication, and job closeout activities in alignment with company standards, safety expectations, and plumbing code requirements.

Branch Support & Operational Excellence:

• Serve as a field presence within the branch and support daily operations, technician communication, customer concerns, and job coordination when needed.
• Partner with dispatch, customer service, warehouse, and leadership teams to ensure jobs are properly scheduled, documented, turned over, and completed efficiently.
• Support branch performance goals related to revenue, sold work, average ticket, customer satisfaction, recall reduction, and operational consistency.
• Maintain a clean, stocked, organized, and professional service vehicle while reinforcing company standards related to workmanship, safety, professionalism, and truck organization.

Duty Schedule & Customer Experience:

• Participate in the branch duty rotation schedule, including assigned after-hours and emergency plumbing calls.
• Respond professionally and promptly to customer needs, branch communication, and urgent service requests during assigned duty periods.
• Educate customers on plumbing system conditions, repair options, replacement recommendations, maintenance needs, and potential risks.
• Build customer trust through honest recommendations, strong communication, professionalism, and follow-through on every interaction.

CREDENTIALS & EXPERIENCE:

• Strong residential plumbing service experience preferred.
• Proven ability to diagnose, repair, and sell plumbing service, replacement, and upgrade work or ability to quickly learn.
• Strong customer communication, sales presentation, and relationship-building skills.
• Ability to balance technical execution, customer service, and revenue growth responsibilities.

QUALIFICATIONS:

• Preferred experience with residential plumbing systems including water heaters, sewer and drain systems, water piping, gas piping, fixtures, pumps, and related equipment.
• Strong organizational skills and attention to detail.
• Valid driver’s license and acceptable driving record.
• Ability to follow company pricing standards, operational processes, safety requirements, and plumbing code guidelines.
• Familiarity with ServiceTitan or similar field service management systems preferred.
• High energy and a positive attitude with a proactive, customer-first mindset.
• Proven ability to build relationships quickly. Ability to manage relationships and interact with individuals across organizational business units.
• High energy and a positive attitude; proactive and focused on what we “can do.”