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The Level 4 Technician

Hands on Plumbing

Hands on Plumbing

can confidently complete the following

​Unassisted Water Heaterinstall: tanked, gas, electric

Tankless Installation (assisted)

Toilet Rebuilds and Installations

Flange Repair

Waterline (assisted)

Re-pipe (assisted)

PRV and Expansion Tank

Pressure Tank Installation

PVC Drain Work​

Water Softener (assisted)

Acid Neutralizer (assisted)

Water Quality Testing

Pex/Supply Work

Single Handle Shower valve

Water quality testing

Pex/supply work

Single handle shower valve

Garbage disposal install

Job Name
Standard Time (Minutes)
Hose Bibb
35 minutes w/ difficult access
Sediment Filter
45 minutes
Bathroom pop up
10 minutes
Shower Valve
1 hour
Pressure Tank
3 hour time slot
Electric Water Heater
Within 3 hour time slot
Toilet Installation
2 hours (w/commute)
PRV Installation
30 minutes
Kitchen Faucet
35 minutes
Garbage Disposal
35 minutes

Plumbing Diagnosis

Plumbing Diagnosis

  • Leaks Inside the House

  • Well Systems

  • Pressure Issues

  • Drain Clogs

  • Water Heater Diagnosis

  • Venting Issues

  • Supply Systems Municipal and Well

  • Drain Systems Municipal and Septic

  • These are verbally tested by giving the trainee an example problem and they need to run through the steps they would take to diagnose it

Customer Service

Customer Service

  • Clearly explains the diagnosis, repair options, pricing, and timeline in a way the customer fully understands and agrees to.

  • Accurately primes the customer on cost, scope, disruption, and finished result so there are no surprises.

  • Consistently delivers a five-star experience that results in positive customer reviews.

  • Handles conflict, objections, and stress with calm professionalism and solution-focused communication.

  • Demonstrates unreasonable hospitality by proactively looking for ways to serve the customer beyond the minimum required.

Communication

Communication

  • Is reliably reachable by phone or text for customers and teammates during work hours.

  • Responds to messages within ten minutes unless actively on a job.

  • Answers or returns phone calls promptly and professionally.

  • Proactively informs customers of delays, schedule changes, or late arrivals.

  • Never leaves customers or coworkers without updates when something changes.

  • Communicates frustrations and concerns calmly, clearly, and without emotional outbursts.

  • Alerts leadership quickly and respectfully when tension, conflict, or problems arise.

Efficiency/Time Management

Efficiency/Time Management

  • Consistently completes a full schedule of appointments within the expected workday.

  • Finishes common repairs within the company’s established time standards.

  • Accurately estimates how long their own work will take and plans accordingly.

  • Builds realistic buffer time into jobs to prevent delays and rushed mistakes.

  • Works at a pace that teammates can rely on without being slowed down or bailed out.

  • Maintains high customer service without letting inefficiency create stress, delays, or sloppy work.

Book Requirements

Book Requirements

  • Prioritizes assigned reading from trainers even if points acquisition is delayed

  • Treats reading as a regular discipline, not an occasional activity.

  • Reads at a pace that allows for understanding and real application.

  • Actively contributes insights from books during meetings and discussions.

  • Uses books as tools for growth and problem-solving, not just to earn points.

  • Shows visible behavior change as a result of what they’ve read.

Van Stewardship

Van Stewardship

  • Keeps their van clean, organized, and professional-looking at all times.

  • Maintains a clean, stocked, and orderly tool bag.

  • Accurately scans and tracks inventory whenever parts or tools are used.

  • Treats all tools, vehicles, and equipment with care and respect.

  • Keeps the cab and front of the van clean, stocked, and work-ready.

  • Treats borrowed vans and shared equipment better than their own.

  • Actively helps keep the shop clean, stocked, and properly organized.

  • Drives safely and responsibly in company vehicles.

  • Can restock the van independently at the shop or supply house.

  • Manages responsibilities without needing repeated reminders.

Servant-hood

Servant-hood

  • Actively helps other technicians succeed when they need support.

  • Treats office staff with kindness, respect, and gratitude.

  • Willingly takes on undesirable tasks to serve the team.

  • Participates in meetings in a way that energizes and builds others up.

  • Seeks opportunities to help teammates even when it is inconvenient.

  • Maintains a positive, willing attitude in all situations.

  • Expresses appreciation and encouragement to coworkers regularly.

Sales/Client Education

Sales/Client Education

  • Identifies additional plumbing needs beyond the original call.

  • Sets clear and confident price expectations before work begins.

  • Sells only what they can and will deliver.

  • Adjusts solutions up or down to match the customer’s needs and budget.

  • Understands and applies the company pricing formula correctly.

  • Clearly communicates the value of recommended repairs or upgrades.

  • Handles customer rejection without defensiveness or discouragement.

  • Uses strong plumbing knowledge to educate customers on what is being done and why.

  • Has read $100M Money Models (at level 4)

Self Evaluation

After reviewing the expectations above, please rate yourself on a scale of 1 to 10 for the following categories. This will be shared with the individuals conducting your quarterly review.

Rate Yourself On :Hands On Plumbing
Rate Yourself On: Plumbing Diagnostic
Rate Yourself On: Customer Service
Rate Yourself On: Communication
Rate Yourself On: Efficiency/Time Management
Rate Yourself On: Book Requirements
Rate Yourself On: Van Stewardship
Rate Yourself On: Servant-hood
Rate Yourself On: Sales/Client Education
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