John Stevenson Plumbing Heating and Air

Position Overview

Key Responsibilities

• Monitor every active service call in real time; require timely technician check-ins, progress updates, clear next steps, and documented closeout in the designated Slack channels.
• Build and actively optimize the ServiceTitan dispatch board, including next-day preparation; match technicians to calls based on skill, location, availability, customer need, risk, and opportunity.
• Identify idle time, excessive gaps between Slack updates or job stages, travel delays, stalled calls, and missed handoffs; intervene promptly and document the resolution.
• Enforce the established five-star customer greeting, discovery, thorough diagnostics, clear explanation of findings, and presentation of appropriate repair and longer-term options without fear-based or high-pressure tactics.
• Confirm required trade-specific evaluations and documentation are completed, including HVAC airflow/static-pressure checks and plumbing water-pressure/water-quality checks when applicable.
• Provide live technician coaching on communication, process adherence, documentation, customer expectations, and professional presentation; correct missed steps while the technician is still in the home.
• Create, document, categorize, and stage pre-set leads for long-term solutions; prepare next-day opportunities and coordinate timely, well-informed technician-to-sales or field-supervisor handoffs.
• Partner with the Sales Manager on live opportunities, pricing questions, and escalation while maintaining clear ownership: CBC manages call execution and handoff; sales leadership owns sales coaching and closing decisions.
• Validate ServiceTitan job status, travel/start/stop times, timesheets, estimates, notes, photos, disposition, payment status, and closeout for accurate payroll, reporting, and customer follow-through.
• Coordinate with dispatch and CSRs on arrival windows, delays, rescheduling, callbacks, unresolved work, and escalated customer concerns.
• Review call outcomes, conversion, revenue per call, completion rate, technician productivity, callbacks, and customer satisfaction; report daily exceptions, coaching needs, and missed opportunities.
• Work with production leadership to ensure sold work is accurately handed off and required production certification is completed by the accountable production owner before scheduling or execution.

Qualifications

• Experience in HVAC, plumbing, or comparable home-services dispatch, field operations, service management, or sales support strongly preferred.
• Working proficiency with ServiceTitan and Slack, or demonstrated ability to master comparable systems quickly.
• Ability to make sound real-time decisions, prioritize multiple active calls, and maintain accurate documentation under pressure.
• Strong process discipline, analytical judgment, attention to detail, and comfort holding technicians and peers accountable.
• Clear, respectful communication and practical coaching skills; understanding of service-call economics and customer experience.

Compensation

• Competitive compensation based on experience and scope of responsibility.
• Performance incentives, if offered, will be tied to defined operational and customer-service results.

What We’re Looking For

Why Join John Stevenson Plumbing, Heating & Air?

• Established and respected North County San Diego brand
• Family-owned culture built on craftsmanship, integrity, and teamwork
• Direct influence on customer experience, field performance, and company growth
• Opportunity to help build a disciplined, repeatable service operation