Residential Service Field Supervisor & Commercial Plumber

Job Description

Job Description

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Free uniforms
• Health insurance
• Paid time off
• Vision insurance

Department: Plumbing — Residential Service
Reports to: Plumbing Department Manager / Assistant Manager
Status: Full-time, r exempt 
Location: Field-based, South Florida service area
Position summary
The Residential Plumbing Service Field Supervisor is the department's last line in the field: the plumber other plumbers call when they are stuck. This is a working supervisor who spends most of the day on calls, not behind a desk.
They take the jobs nobody else could close: the shower valve that has been condemned three times, the leak that came back after two visits, the unit owner and property manager who are disputing the diagnosis. They give the second opinion, make the final technical call, and make sure it holds up on paper.
They also raise the level of the whole residential service team. Fewer go-backs, fewer callbacks, cleaner tickets, correct coding, and every COD handled right the first time.
Key responsibilities
1. Field escalation and technical backup

• Be available by phone throughout the day to talk residential plumbers through problems they can't resolve on site.
• Respond in person to stuck calls, same day whenever possible, before a go-back (code 99) is written.
• Diagnose and repair the hardest residential work: concealed leaks, slab and wall leaks, recurring drain stoppages, failed tub/shower valves, obsolete and hard-to-source fixtures.
• Work on legacy equipment confidently: three-handle compression valves (Gerber and similar), old pressure-balance valves, galvanized and cast iron, and brands no longer in production.
• Identify the part from a photo or a description and get it to the warehouse with an exact part number.

2. Second opinions and condemned fixtures

• Be the second set of eyes on any fixture a plumber wants to condemn, and on any repeat condemnation the customer is disputing.
• Make the final technical call: repair, condemn, or replace. Document the reason clearly enough that it holds up with the unit owner, the property manager, and the board.
• Handle the difficult conversations on site: explain why a fixture was condemned, what replacement involves, and what happens if the customer refuses.
• When an owner insists on a repair against our recommendation, make sure the risk is documented in writing (release, hold harmless, or written acknowledgment) before any work starts. Bring management in when they won't sign.
• Coordinate building shutdowns with the department office and building staff when the work requires them.

3. Go-backs, callbacks, and first-time fix

• Review every residential go-back (99) and parts order (93) daily. Sort out which were truly unavoidable and which were a truck stock, diagnosis, or effort issue.
• Follow up on repeat calls to the same unit within 30 days and find the real cause.
• Ride along with or re-visit the jobs of plumbers with the highest go-back and callback rates, and coach on the spot.
• Work with the warehouse to keep the 196-item residential truck stock list right, so the common parts (fill valves, flappers, cartridges, wax rings, angle stops, disposals) are never the reason for a return trip.

4. Quality and job audits

• Spot-check completed calls in the field every week: workmanship, leak test, cleanup, and before and after photos.
• Confirm tickets are complete: the problem, what was done, the parts used, and the correct service code and status.
• Catch and correct miscoding (no-fault codes used on preventable returns, wrong coverage codes) before it reaches the reports.

5. Contract coverage and COD discipline

• Know the service contracts cold: SPL vs EPL, DIR vs DRO, WHT vs WHP, EPF, and what each building's contract covers.
• Make sure every COD- call is treated as a non-covered repair: customer informed of the cost up front, approval obtained, payment collected, contract lead passed along.
• Be the plumber's backup when a customer disputes coverage on site.

6. Training and developing plumbers

• Train new residential plumbers in the field: procedures, building etiquette, condominium rules, photos, ticket writing, and contract knowledge.
• Teach the techniques that keep calls closed on the first visit: valve rebuilds, cartridge identification, concealed leak tracing, line clearing.
• Give the department manager an honest read on each plumber's skill, effort, and readiness for harder work.

7. Customers, buildings, and property managers

• Represent the company professionally with unit owners, building managers, maintenance staff, and boards.
• De-escalate complaints in the field and keep the department office informed.
• Spot conditions in buildings that will create repeat calls (failing risers, aging valves, bad water pressure) and report them as sales or contract opportunities.

8. Safety and compliance

• Enforce safety, PPE, and company procedures on every job.
• Know Florida plumbing code and permit requirements, including water heater replacements, and flag work that needs a permit or a licensed contractor's sign-off.