Careers

5 yrs. minimum experience

RESPONSIBILITY

The Service Plumber is responsible for revolutionizing the customer experience by ensuring 100% customer satisfaction through the delivery of high-quality plumbing services. This entails maintaining a professional image, accurately diagnosing customer issues, and providing timely and effective solutions. The role supports productivity by distributing the on-call schedule fairly, minimizing overtime, and facilitating Republic’s growth and achievement of sales targets. This role requires a commitment to both superior customer service and operational efficiency.

WORK TASKS

A Service Technician can be expected to perform the following tasks in this role as a routine part of their job:

Ultimate Service Process (40%)
• Own the process
• Use this process to make sure the homeowner receives the best possible plumbing service
• Education of homeowner on existing equipment condition and new product offerings
• Share your success with other technicians to build all techs up

Service Titan Paperwork (20%)
• Job summary specific to each repair and equipment performed on
• Job summary clear for unavailable homeowner’s review and follow up
• Equipment entered in Service Titan with M#, S#, install date and warranty.
• 100% accountable for all pricing to customers

100% Customer Satisfaction (20%)
• Provide 5-star service on every job no matter what
• Utilize Google Tap Tag to capture customer reviews
• Distribution of equipment sticker on each job.
• Utilize $50 Referral card on every 5-star service call to generate more leads

Estimates and Follow Ups (10%)
• Create multiple Options to Consider
• Understand your customer concerns and align your estimates
• Always address Must Do’s for correct manufacture performance
• Educate yourself about new product offerings and look for new products as well
• Create specific follow updates and times with customers and follow thru

USA and Tech Set Lead Process (10%)
• Use Service Titan tags to identify USA opportunities
• Utilize the What to Expect hand out to drive USA conversions
• Follow the TSL process to educate the homeowner about all their options
• Identify all issues that the Comfort Specialist will need for correct manufacture installation

This list is not all inclusive of other tasks and subtasks that may be necessary in performing this role, but rather an overview of the role’s primary work tasks.

CAPABILITIES

The Service Plumbing Technician has a greater opportunity to succeed if they can develop and master the following job-related competencies and KSAs.

Competencies
• Engaging, Informing, and Influencing Others: Communicating, either verbally or written, with individuals or a group in a reciprocating manner that creates genuine interest in each other’s perspective to advance the other’s well-being or interest through shared knowledge or educating.
• Customer Focus: Ensuring that the customer’s wants and needs are attended to through the delivery of the organization’s products and services.
• Administrative Proficiency: High level of competence in executing a variety of administrative duties, including managing schedules, processing documents, coordinating communications, and supporting organizational functions. It ensures that administrative operations are carried out efficiently, accurately, and in alignment with organizational standards.
• Knowledge Learning, Sharing, & Educating: Learning and sharing knowledge, explaining concepts, or instructing skills between self and others in a way that promotes retention and use of new capabilities.
• Attention to Detail: Accomplishing tasks by considering all details involved, no matter how small; showing concern for all aspects of the job; accurately checking specifications or requirements; being watchful over a period of time.
• Accountability: Takes personal responsibility for the quality and timeliness of work by bravely admitting and owning their mistakes and humbly sharing credit with others if warranted.

Knowledge, Skills & Abilities

• Plumbing Systems Advanced: Reading and interpreting blueprints, technical drawings, and electrical plans
• Electrical Systems Basics: Ability to Use Technology & Systems (iPad)
• Residential Building Codes and Standards: Ability to Organize and Prioritize Work
• Pipe Fitting Principles: Active Listening & Feedback Skills
• Water Heating Systems
• Water Purification Systems
• Installation and Maintenance
• Residential Building Codes and Standards
• Safety Protocols
• Environmental Regulations
• Diagnostic Tools
• Hand and Power Tools

SYSTEMS & PROCESSES

Service Titan

• Sales Process

Ultimate Service Process

• Financial Platform & Processes
• Warranty Look-up & Specific Data

KEY RELATIONSHIPS

Internal:
• Field Service Supervisor
• Field Operations Manager
• Office Operations Manager
• Field Service Supervisor

External:
• Client/Property Owners
• Suppliers
• Subcontractors

Number of Direct Reports: 0
Number of Indirect Reports: 0

PERFORMANCE

Deliverables/Outcomes | Performance Metric (KPI)
• Full Time Service Van Annual Revenue: $420,000
• Average Demand Service Call: $450.00
• Average Service Agreement Call: $350.00+
• Billing Efficiency % in Service: Target 75% (6/8 hours)
• Recall Ratio: 1% or less
• Opportunity Conversion Rate: DS 85%+, SA 75%+
• # of USA Service Agreements Conversion Rate from Demand Service (DS): 60%
• # of USA Service Agreements Conversion Rate from SIPM: 75%
• Technical Training Program Completion: 100%
• 1st Time Call Completion Rate: 80%
• Recommend Me Customer Satisfaction Rating: 4.5 or higher
• 5-Star Google Review: 50% of opportunities
• Service Vehicle Inventory Accountability: 100%
• Maintain Company Image: 100%

This list is not all inclusive of other outcomes that may be required in performing this role, but rather an overview of the role’s primary outcomes.

QUALIFICATIONS

A candidate for a Field Service Supervising Electrician role should satisfy the qualifications below:

Work Experience and Education

Required:
• High School Diploma or GED Equivalent
• 3+ years of experience in plumbing work within residential homes and properties

Preferred:
• Associate’s degree

Certifications and Licenses

• Certifications: Tradesman or Journeyman Certification
• Licenses: Texas Driver’s License

Essential Functions

• Must stand and walk for periods of time
• Exerts up to 50 lbs. of force frequently to lift/move equipment or materials
• Must have full range of mobility in upper and lower body and extremities
• Requires safe operation and driving of a Company or personal vehicle.
• Must wear individual personal protective equipment (PPE) as required
• Must work outdoors in all-weather/climate conditions
• Must work in small spaces such as attics and crawlspaces in residential homes without cooled or warmed air.