Plumbing/HVAC Lead

DUTIES & RESPONSIBILITIES

• Monitor and implement Mark Carpenter Plumbing, Heating & Air processes and procedures.
• Provide weekly evaluations and reviews of the production and support staff that provides feedback on the individual/Mark Carpenter Plumbing, Heating & Air performance towards reaching their respective goals and KPIs.
• Provide individual coaching as required to train individuals on best ways to use Mark Carpenter Plumbing, Heating & Air resources and selling systems to meet the customer’s needs.
• Run weekly training meetings to cover:
  • Sales practices
  • KPI reviews
  • Performance acknowledgments and awards
  • New products
  • Objection handling
  • Sales contests
  • Safety concerns
  • Product issues
  • Manufacturer’s training
• Act as a mentor to encourage individual growth.
• Motivate and encourage staff throughout Mark Carpenter Plumbing, Heating & Air.
• Correct/modify/create/eliminate processes and procedures that fail to add value to Mark Carpenter Plumbing, Heating & Air services or business results.
• Customer service orientation, both internal and external.
• Understand and properly use the pricing system in making recommendations.
• Determine customer satisfaction with follow-ups on all installation/services sold.
• Must have a good working knowledge of our products and services being offered. This may require additional study and training both on and off-site.
• Become knowledgeable of various municipalities' plan requirements, permit requirements, and submittal processes.
• Continuously improve knowledge of construction in general, and in particular how Mark Carpenter Plumbing, Heating & Air operates to benefit the customer.
• Communicate with the Project Manager throughout each project to assure proper, prompt completion of the job.
• Establish goals, KPIs, and objectives for:
  • The business
  • Self
  • Service technicians
  • CSRs
  • Along with a plan of action to attain or exceed set goals.
• Measure and report on the goals, KPIs, and objectives.
• Provide corrective action, feedback, and accountability for individuals who do not meet the goals and expectations of the Company.