Technician Lead

Job Description

Job Description

Technician Lead / Field Supervisor – Riverside Office

Job Summary

The Technician Lead / Field Supervisor is responsible for leading field operations, driving installation and service quality, and developing technician performance within the Riverside market. This role combines advanced technical expertise with frontline leadership, ensuring jobs are completed efficiently, safely, and at the highest standard of customer experience.

This position is accountable for job quality, team productivity, customer satisfaction, and revenue execution in the field.

Key ResponsibilitiesField Leadership & Execution

• Lead daily field operations for installation and service technicians within the Riverside territory

• Perform advanced diagnostics, installation, and repairs on water treatment systems (softeners, RO systems, filtration units)

• Serve as the escalation point for complex service or installation issues

• Ensure all work meets company standards, plumbing codes, and quality expectations

• Conduct job site inspections and ride-alongs to enforce workmanship standards

Team Leadership & Development

• Train, mentor, and coach technicians to improve technical skill, efficiency, and customer interaction

• Assist in onboarding and field training of new technicians

• Hold technicians accountable to performance metrics (productivity, callbacks, close rates where applicable)

• Provide real-time feedback and performance input to management

• Foster a culture of accountability, professionalism, and continuous improvement

Operational Excellence

• Identify inefficiencies in installation/service processes and recommend improvements

• Ensure proper inventory usage, truck stock management, and job readiness

• Partner with Operations and Field Management to optimize scheduling and routing

• Reduce callbacks, rework, and service failures through proactive quality control

Customer Experience & Revenue Impact

• Deliver and model exceptional customer service in every interaction

• Clearly explain installation, service, and system functionality to customers

• Identify upsell or upgrade opportunities and support revenue growth in the field

• Resolve customer complaints professionally, protecting the brand and retention

Required Skills & Abilities

• Advanced technical expertise in water treatment systems and plumbing installation

• Strong leadership and coaching ability (this is not optional)

• Excellent communication and conflict resolution skills

• Ability to manage multiple jobs, priorities, and technicians simultaneously

• Strong problem-solving and decision-making skills in the field

• Proficiency in Microsoft Office and field service software

Education & Experience

• Minimum 4–6 years of plumbing or water treatment experience

• Minimum 1–2 years in a lead, senior, or mentoring role strongly preferred

• Experience in soldering, welding, and advanced installation techniques preferred

Physical Requirements

• Lift, push, pull up to 50 lbs

• Work in confined spaces, crouch, bend, and crawl as needed

• Perform hands-on fieldwork daily while leading a team

Core Competencies (Priority Order)

1. Accountability – Owns team results and field performance

2. Leadership – Develops people and drives standards

3. Integrity – Operates with honesty and professionalism

4. Execution – Delivers consistent, high-quality results

5. Stress Tolerance – Performs under pressure in field conditions

6. Dependability – Reliable and consistent in leadership and output

Reporting Structure

• Reports to: Field Manager / Operations Manager

• Works closely with: Project Manager, General Manager

Working Conditions

• Full-time, field-based role

• Flexible schedule based on operational demands

• Clean driving record required

• Background check required

Compensation Structure

• Hourly base pay plus performance-based incentives/commission tied to:

  • Team productivity

  • Quality metrics (callbacks/rework)

  • Revenue contribution / upsells