SUMMARY
Our mission statement here at Anchor Plumbing Services (APS) is to build lasting relationships with our customers by providing first class solutions, value, and professionalism. This is important from our team to our vendors, but especially to our customers. The PLUMBING SERVICE TECHNICIAN is the face of the company to our current and potential clients. It is imperative that they provide a world class experience by following our 12 Steps to the Ultimate Client Experience Program. Our clients expect us to show up when we say we will. They want their job fixed correctly the first time by someone that they can trust in their home/business. Our clients look to the Service Technician to be the expert that educates them and provides options so they can make the best decision for their home/business and their family/lifestyle. The Service Technician should always keep in mind we are there to take care of the health, comfort, safety, and convenience needs of our clients. When the job is complete, the area should be cleaner then when they started. When the Service Technician leaves, clients should be loyal dedicated cheerleaders that not only continue to do business with us but refer us to their family and friends and leave raving review about their experience.
DUTIES, ROLES, AND RESPONSIBILITIES
- Serve clients by expertly servicing/repairing and offering replacement options when appropriate to plumbing systems and components.
- Provide clients with 3 to 6 options to choose from to improve their health, comfort, safety, and convenience needs.
- Wear floor savers while in the client’s home and maintain a neat work area while performing repairs, maintenance, and installations.
- Test each system/component after the work is performed to ensure everything is working properly to avoid call backs.
- Explain all work that is done to the client completely and ensure they are 100% satisfied.
- Take all safety precautions by utilizing all proper safety tools/equipment while performing your work (including safe driving practices).
- Properly complete and turn in all required paperwork including work order, option sheets, pictures, purchase orders, timecards, etc.
- Attend and participate in company’s training meetings and skill practice sessions.
- Follow appropriate communication touchpoints with the customer, dispatch and/or service manager.
- Sticker all appropriate components in the home.
- Ensure vehicle is properly maintained according to company policies/procedure. Ensure vehicle is always clean and neat. Park all vehicles to utilize the impact of the moving billboard whenever possible.
- Ensure truck is properly stocked with items needed, including job packets/paperwork, special order parts, tools, etc.
- Ask for reviews and referrals.
SKILL SETS
- Competent with CRM system (Service Titan).
- Communication skills- verbal and written.
- Technical skills.
- Intercompany personal relationships/teamwork.
- Ability to build trust and show empathy to others.
- Willingness to learn.
- Coachable.
- Ability to train others.
- Understanding and utilization of company financing programs.
- Planning/organization of workflow.
- Displays confidence.
- Ability to overcome objections.
- Ability to problem solve.
- Ask good questions (discovery).
- Provides clients with relevant options (3 to 6).
- Self-motivation for personal development.
- Follow-through.
- Sales ability.
- 12 Steps to the Ultimate Client Experience.
- Completion of company paperwork.
- Resourcefulness.
CORE VALUES
- Accountability (exceed expectations)
- Noble (operate with integrity)
- Confident
- Honesty
- Opportunity (grow with purpose)
- Respect (win together)
REQUIREMENTS
Obtaining the PLUMBING SERVICE TECHNICIAN position requires a current Texas Board of Plumbing Examiners tradesman/journeyman license.
TRAINING PERIOD
