​Sunwave Growth
Technician
Aka. "those who would rather be Plumbing"
Level 1
Expectations
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At Level 1, you’ll be riding with an experienced tech, so it’s important to find a consistent way to meet up each morning. Coordinate with your trainer to make it work smoothly.
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Become familiar with the core apps we use—ServiceTitan, Podium, Piper Inventory, etc.
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Invest time in learning the layout and systems inside the Sunwave van. You’ll make regular trips in and out to support your trainer—know where everything is.
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You’re responsible for keeping the van clean, inside and out.
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Stay alert. Watch your trainer closely and avoid distractions like your phone.
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Be on time, every time.
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Ask thoughtful questions—they’ll help you grow faster.
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Anticipate what your trainer might need before they ask.
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Most importantly, aim to make your trainer’s job easier while they invest in your growth.
Learning how to serve others well by observing and listening well.
Level 2
Learning how to serve others well by working hard
Expectations
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Technical skills improvement, for example, executing on simple/low stakes plumbing tasks on your own without making any mistakes at a good pace.
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You can start checking some of the easier things off the Jobs Completed List and getting points that way.
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Increased engagement with learning from books and other resources, including discussions with your trainer, speaking up in meetings, and having ideas for improving our clients experience.
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You should have read through all the booklets and have a firm grasp on the contents of them.
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Start interacting with customers more by practicing the checkout process or going through the initial greeting and diagnosis phase
Level 3
Doing the work by yourself
Expectations
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Becoming a super easy and enjoyable person to work with by taking more and more off your trainers plate resulting in awesome customer experiences
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We want to see your tenacity growing and your ability to work quickly, productively, and efficiently.
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By this point you should have read at least 5 books.
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Start really engaging with diagnosis and understanding plumbing systems like a pro
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At this level you can start heading up jobs and practicing taking them from start to finish with as little help from your trainer as possible.
Level 4
Diagnosing Pro
Expectations
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Within this level you should pretty much be running the van on your own which includes all customer communication, diagnosis, dispatching, arriving, quoting, and the bulk of the hands on work.
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Getting a good grasp of quoting should be a top priority.
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Make sure you are replacing your trainer in every way possible as well as raising the bar wherever you can.
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The Autonomy Checklist should be totally filled in by this point.
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We also want to see that you can manage your time well—especially with customers—making sure conversations stay friendly but efficient and don’t take up more time than they should.
Level 5
Quoting Pro
Expectations
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At this level there are a whole new set of challenges that you now have to face on your own. You will either be in your own van or expected to run almost any type of call by yourself
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We want to see you capable of dealing with customers wisely and considerately especially in high stakes situations.
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At this point we really want to see you becoming a good decision maker on your own which could mean calling a more experienced Streamliner sometimes but hopefully less and less. *sometimes making the decision to call someone is the best decision
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By this point you should understand most of the ins and outs of quoting through experience of seeing big jobs completed. As well as starting to develop that *tacit knowledge that comes from experience and a healthy dose of partial informed intuition.
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*Tacit knowledge refers to practical, experience-based knowledge that is difficult to articulate, codify, or transfer to others. It is often acquired through personal experience, intuition, and context, rather than formal instruction or documentation.
Level 6
Handling difficult jobs on your own
Expectations
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Not that this hasn’t always been the case but you are now very much in a position to be setting the standard for other up and coming Streamliners. Eyes are on you, so conduct yourself in a manner worthy of following.
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Your technical plumbing skills should really be starting to shine through with high level diagnostics, quoting abilities, and a trail of robust plumbing systems left in your wake.
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This also means shooting for no callbacks and 5 star reviews to prove the level of your service.
Level 7
Being able to lead any size job
Expectations
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At this point offering a premium plumbing service should be like second nature. While mastery of plumbing is still miles away you should be confident day in and day out and occasionally getting stumped.
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As the plumbing side of things begin to chill out its time to start looking for where you can provide unique value. We hope to help you find what that might be but taking initiative to find it yourself and start doing it in a small way is encouraged.
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The knowledge base from books will likely start to really show through at this stage as the entrepreneur inside of you starts to peek through
Level 8
Taking the initiative to have crucial conversations when needed
Expectations
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Living out Sunwave’s Principles to the fullest should be a high priority.
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We really hope to see the 4 C’s shining through, by you:
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Committing to challenging new things, having the Courage to take the steps towards accomplishing them, gaining the Capabilities necessary to achieve success, and then having the Confidence to do the same thing all over again.
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By this point you have a clear understanding of why Sunwave exists and how we do things, which should allow you to contribute better ideas and start to put time into bringing good ideas to fruition. For example:
- Developing new training strategies
- Van buildout ideas
- New ways to give value that align with our principles
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Level 9
Helping the people around you to have a bigger and better future
Expectations
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Exemplifies all of the Sunwave Hero Blueprint character traits, desires, and abilities
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Regularly doing intentional check ins with people they are pouring into or pushing to grow within the company
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Takes initiative to do more and more things on their own that could lead to others bigger and better future
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Taking initiative to identify and pursue new revenue opportunities.
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Developing new training or operational processes
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Exemplifying all of Sunwave’s principles at the highest level
Level 10
Learning how to serve others well by working hard
Expectations
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Acting as an advisor to the management team on strategic decisions
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Identifying opportunities to expand services or improve customer experiences
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Preparing to take on a management/ownership role in a new location
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Keeps tabs on KPI’s of the business and drives others to successfully achieve their own
CONGRATULATIONS
YOU DID IT!!!
