Residential Service Plumber

Sila Services • Full-time • Stoneham, MA • 3d ago

At Sila, we know that long-term relationships aren’t built overnight, which is why the cornerstones of our business are quality and integrity. As recognized leaders for all things plumbing, heating and cooling, and electrical serving Eastern Massachusetts , we've grown by providing a best-in-class workplace for our employees to grow within. Our focus on quality and expert service has led to explosive growth, so we are seeking experienced Service Plumbers to join our team.

Across New England, our family of trusted local brands — Live Free Heating & Cooling in Concord, NH, Total Climate Control in Concord, NH, Sila in Stoneham, MA, Central Cooling & Heating in Woburn, MA, Boston Standard in Weymouth, MA, and Nashoba Air & BoilerWorks in Littleton, MA — is growing fast and looking for talented technicians, installers, and customer service experts to grow with us.

Are you looking for stability, growth and development opportunities, and a compensation package that rewards you for your hard work and success? Come join the Sila team and realize what it is like to be a part of a company that also works for YOU!

Pay: $40/hr-$55/hr + Commission and Bonus Opportunities

Come grow with us!

In exchange for your skillset and commitment, we offer:

- Company vehicle, gas card, cell phone, and tablet

- 401(k) with Company Match

- High-quality, Affordable Medical, Dental, and Vision Insurance

- Health Savings Account with company contributions

- Company Paid Short-Term Disability Insurance, Life Insurance, and Long-Term Disability Insurance

- Paid Holidays

- Paid Time Off (PTO)

- Parental Leave

- Tuition reimbursement

- Special deals/Discounts on a variety of services and entertainment

- Tool account

- Safety shoe reimbursement

- Family & friends discounts on services

- Yearly Performance Reviews

Responsibilities

Completion of plumbing upgrades, repairs and water treatment installations; be efficient and accurate.
Know how to establish customer rapport to ensure highest levels of satisfaction.
Show yourself as professional and knowledgeable to win new referrals and repeat business.
Lead customers to informed and confident buying decisions.
Maintain effective communication skills with co-workers and management.
Support the team in maintaining a safe, clean and organized job site.
Follow company policies and procedures and accurately complete all paperwork and assignments in a timely manner.
Aid in keeping company trucks clean, organized and maintain proper assigned inventory levels.
Participate actively in all company provided training and on-the-job training to master your trade.

Service Plumber Success Metrics:

Customer Satisfaction (this always comes first!): Provide clear explanations and educate customers about their plumbing systems, offering preventive maintenance tips and energy-saving recommendations. Maintain customer satisfaction rate through post-service surveys and feedback. Strive to exceed customer expectations and resolve any concerns promptly.
Continual Improvement: Actively participate in performance reviews, self-assessments and trainings. Identify areas for personal improvement and set development goals to enhance overall job performance.
First-Time Fix Rate: Achieve a best-in-class first-time fix rate by accurately diagnosing issues, arriving fully prepared with necessary tools and parts, and effectively completing repairs during the initial service call.
Response Time: Respond to service requests within Sila's defined time frame. Timely response ensures customer comfort and builds trust.
Service Revenue Generation: Diagnose and troubleshoot plumbing issues, recommending appropriate solutions and discussing options with customers. Consistently meet or exceed monthly service revenue targets, contributing to the company's financial growth and success. Identify opportunities for upselling and cross-selling additional services, products, or maintenance plans to customers during service visits.
Service Agreement Enrollment: Successfully enroll customers in Sila's service agreements, promoting long-term customer relationships and recurring revenue.
Productivity and Utilization: Maintain a high level of productivity by efficiently managing work orders, minimizing downtime, and maximizing billable hours.
Technical Excellence: Diagnose common and diverse plumbing emergencies efficiently and accurately and perform plumbing services. Demonstrate continuous improvement in technical skills and knowledge through training, certifications, and staying updated on industry best practices.
Inventory Management: Keep track of service vehicle inventory and parts stock, ensuring accuracy and minimizing unnecessary expenses due to missing or overstocked items.
Safety Adherence: Maintain a perfect safety record by following all safety protocols and guidelines. Ensure zero safety incidents or accidents within the performance period.
Documentation Accuracy: Maintain accurate and up-to-date records of service calls, work performed, and parts used in the Service Titan platform.
Team Collaboration: Collaborate effectively with team members, sharing knowledge and assisting colleagues as needed. Strive to maintain a positive team dynamic and contribute to a supportive work environment.
Professionalism and Communication: Uphold professional communication and appearance at all times when interacting with customers to ensure a five-star customer service experience.
Attendance and Punctuality: Maintain a consistent record of punctuality and attendance, arriving at scheduled appointments on time and adhering to the assigned work schedule.
Additional duties as assigned

$40 - $55 an hour

Competitive compensation including a lucrative hourly wage, commission, and bonuses.

Join our team and become an integral part of Sila's commitment to exceptional Plumbing services, customer satisfaction, and technical excellence. Apply now to embark on a rewarding career journey with us!