Job Description
A client is looking for a Plumbing Coordinator to serve as the program's plumbing subject matter expert (SME), supporting the LeakProtect water shut-off device pilot. This role translates complex plumbing and installation processes into clear, easy-to-use training materials and job aids for call center agents, and partners closely with program leadership to ensure agents and install partners follow accurate, up-to-date plumbing guidance.
Day to Day
• Support LeakProtect, a water shut-off valve and smart home plumbing program
• Create and maintain training materials, FAQs, call flows, job aids, and documentation
• Improve call center agent confidence and plumbing knowledge to call center reps
• Act as a Tier 2 plumbing SME for escalated customer questions
• Review installation scenarios and identify ways to improve customer experience
• Travel to customer homes to observe installations and gather lessons learned
• Partner with OEMs and device manufacturers to understand products and support requirements
• Educate internal teams on plumbing concepts, device functionality, and troubleshooting
• Help improve onboarding, installation readiness, and pre-install customer assessments
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Required Skills & Experience
• Strong plumbing industry experience
• Experience creating training materials, SOPs, FAQs, job aids, or process documentation
• Strong communication skills and ability to explain plumbing concepts to non-technical audiences
• Comfortable acting as a Tier 2 escalation resource for customers and internal teams
• Technology-friendly and comfortable with apps, WiFi, smart home devices, and IoT technology
• Ability to travel 1-2 times per month to customer homes, installation observations, and the client sites
• Experience working independently and helping build processes in a pilot/startup environment
Nice to Have Skills & Experience
• Licensed plumber
• Property management or facilities management experience
• Smart home / IoT device experience
• Experience supporting call center teams
• Insurance or warranty industry experience
• Training and curriculum development experience
• Experience working with installer networks
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.