Job Title

Branch Operations Manager

Location

Varies

Department

Plumbing

Reports To

Director of Operations

FLSA Status

Exempt

EEO Classification

First/Mid Level Officials and Managers

Effective/Revision Date

03.28.2023

Job Summary

This position is responsible for overseeing, managing, and the operational strategy of installation of water heaters, as well as plumbing fixtures including, but not limited to, new toilets and faucets in occupied or unoccupied residential, multi-family, commercial, and other dwellings.

Essential Job Functions

• Oversee and maintain team of top-performing plumbing technicians.
• Work directly with executive management on operational strategy as related to performance and goals.
• Support dispatchers in scheduling technicians for appropriate jobs according to vicinity and skillset.
• Regularly visit jobsites for quality control, coaching and training purposes.
• Regularly visit clients and customers to maintain network and relationships.
• Responsible for expanding network and developing new relationships for new opportunities.
• Technical support for all field technicians and laborers.
• Review technicians work orders to make sure that all work is being done to code and correctly.
• Act as the primary connection between the office staff and the field and answer any technical questions that may arise.
• Advise executive management on growth opportunities.
• Identify and eliminate waste in existing processes and procedures.
• Identify and eliminate risk within the organization.
• Assure that communications from the office reach the field in a timely and efficient manner.
• Responsible for the implementation of and adherence of corporate processes and procedures.
• Maintain controls over materials purchased inventory.
• Regularly assess skillsets and provide evaluations, and coaching.
• Identify and replace non-performers.
• Conduct interviews with new technicians and laborers and assess their skills to see if they meet company standards.
• Oversee the vehicles and equipment assigned to the plumbing technicians within assigned market of responsibility.
• Ensure all technicians are performing the assigned vehicle inspections and safety training.
• Maintain monthly visual inspections on vehicles and performance meetings with the technicians to ensure company policies and procedures are followed.
• Support the Fleet and Inventory Dept. to ensure proper equipment maintenance, inventory control, organization, and all related matters.
• Be responsible for overall customer satisfaction with regards to communication, workmanship, and quality.
• Perform related duties as assigned, within your scope of practice.

Education

• High School diploma or equivalent required.
• Technical/Trade school certification or equivalent experience in related field preferred.

Experience

• Minimum of 5 years’ experience in the plumbing trade

Supervisory Experience

• Minimum of 5 years' experience required.

Supervisory Level

• Provides immediate supervision to direct reports. Oversees and controls the work performance of others in a close working relationship, often in the same room or close proximity. A portion of the time may be spent performing individual tasks similar to those performed by direct reports. May participate in the interview, selection, and training processes as assigned. May be responsible for assigning work to direct reports, reviewing results in accordance with policies and procedures, and providing recommendations to upper management.

License & Certifications

• In some States this position requires a current Master Plumber license.
• Valid Driver’s License and the ability to adhere to safe driving practices.

Skills & Abilities

This position requires the capability to understand and follow both oral and written directions. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.

Specific skills and abilities include, but are not limited to the following:

• Ability to operate a mobile device/tablet.
• Possess mechanical aptitude and the skill to operate hand powered tools and equipment.
• Excellent customer service skills.
• Proficient in time management; the ability to organize and manage multiple priorities.
• Ability to take initiative and effectively adapt to changes.
• Recognizes an emergency situation and takes appropriate action.
• Able to establish and maintain cooperative working relationships.
• Able to use sound judgment; work independently, with minimal supervision.
• Strong analytical and problem-solving skills.
• Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
• Performs well with frequent interruptions and/or distractions.
• Ability to consistently demonstrate our core values by maintaining the highest standards of professionalism when interacting with team members, management, and customers.

Travel Requirements

• Daily driving required up to 3 hours per shift.

Physical Requirements

• Standing/Constant: Particularly for sustained periods of time.
• Walking/Constant: Moving on foot to accomplish tasks.
• Climbing/Intermittent: Ascending or descending ladders, stairs, ramps, poles, and the like, using feet and legs and/or hands and arms. Specifically, when the amount of climbing exceeds that needed for ordinary motion.
• Balancing/Constant: Maintaining body equilibrium to prevent falling and walking, standing or crouching on narrow, slippery, or erratically moving surfaces. Specifically, when the amount of balancing exceeds that needed for ordinary motion and maintenance of body equilibrium.
• Stooping/Frequent: Bending body downward and forward by bending spine at the waist. Specifically, if it is to a considerable degree and requires full motion of the lower extremities and back muscles.
• Kneeling/Frequent: Bending legs at knee to come to a rest on knee or knees.
• Crouching/Frequent: Bending the body downward and forward by bending leg and spine.
• Reaching/Constant: Extending hand(s) and arm(s) in any direction.
• Lifting/Constant: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Specifically, if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
• Grasping/Constant: Applying pressure to an object with the fingers and palm.
• Feeling/Constant: Perceiving attributes of objects, such as size, shape, temperature or texture by touching with the skin, particularly that of the fingertips.
• Talking/Constant: Expressing or exchanging ideas by means of spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Hearing/Constant: Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
• Hands to Fingers/Constant: Picking, pinching, typing, or otherwise working, primarily with fingers rather than the whole hand as in handling.
• Repetitive Motion/Constant: Substantial movements (motions) of the wrists, hands, and/or fingers.
• Close Vison/Constant: Clear vision at 20 inches or less. Required to perform an activity such as: preparing and analyzing data, transcribing, viewing a computer terminal, extensive reading or visual inspections.
• Distance Vison/Constant: Clear vision at 20 feet or more. Required to perform an activity where the seeing job is arm’s reach or beyond.
• Peripheral Vision/Constant: Ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point.
• Depth Perception/Constant: Ability to judge distances and spatial relationships (three-dimensional).
• Focus Ability/Constant: Ability to adjust the eye to bring an object into sharp focus.
• Very Heavy Work/Constant: Exerting up to 100 pounds or more of force occasionally, and/or in excess of 50 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects.
• Sit/Frequent: Must operate vehicle to make house calls. Required tolerance of seated posture up to 1 continuous hour, for a total of up to 3 hours per 8-hour day.
• Push/Pull/Constant: Must use a cart of flatbed to transfer supplies. Must horizontally transfer cart to flatbed requiring a force of 63lbs.

Work Environment

• Extreme Cold, Outdoor: Exposure to weather related extreme temperatures, wind, rain, and/or snow with no effective protection from the cold.
• Extreme Heat, Outdoor: Exposure to weather related extreme temperatures, wind, rain, and/or humidity with no effective protection from heat.
• Extreme Cold, Indoor: Exposure to temperatures typically below 32 degrees for periods of more than one hour which are not weather related.
• General Hazards: Exposure to a variety of physically hazardous conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working with explosives, on scaffolding, and /or high places.
• Atmospheric: Exposure to fumes, odors, dust, mists, gases, or poor ventilation which could affect the respiratory system.
• Confined Spaces: Frequently working in close quarters, crawl spaces, shafts, and/or other areas that could cause claustrophobia (i.e. narrow aisles or passageways).
• Personal Protection Equipment must be utilized.

Disclaimer

This job description indicates, in general terms, the type and level of work performed as well as the typical responsibilities of team members in this classification. The duties described are not to be interpreted as being all-inclusive to any specific team member. Nothing in the job description changes the at will employment relationship existing between the Company and team members.

The Essential Job Functions, Physical Requirements, and Work Environment characteristics described are representative of those that must be met to successfully perform the essential functions of this job. Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified team members can perform the essential functions of the job.