Job Overview
We are seeking a highly skilled and energetic Plumbing Subject Matter Expert (SME) to lead and support our plumbing operations across various projects. The LeakProtect Plumbing Coordinator contractor will 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.
Location: Nashville, TN – Hybrid (Tue, Wed, Thu – onsite and Mon, Friday - Remote) (Open for Fully Remote)
Travel: 1–2 times per month to major metropolitan cities, for 1–3 days (periodic on-site visits to call center and installation locations)
Duties
- Serve as the plumbing subject matter expert (SME) for the LeakProtect program.
- Translate complex plumbing processes and water shut-off device installation procedures into clear, easy-to-follow training materials and job aids for call center agents.
- Partner with the training and operations teams to build agent guides, FAQs, troubleshooting scripts, and call flows related to plumbing and installation topics.
- Review install partner work and water shut-off device installations for quality, accuracy, and compliance with plumbing standards.
- Provide plumbing expertise to help resolve escalated customer or install partner issues.
- Conduct on-site visits (1-2 times per month) to observe installations, gather feedback, and validate that training content reflects real-world practice.
- Monitor plumbing codes, water shut-off device technology, and in-home/connected device standards relevant to the program.
Additional Responsibilities
- Support onboarding and training of new install partners and technicians on plumbing standards and expectations.
- Assist with root-cause analysis of plumbing-related service issues or customer complaints.
- Update training materials and job aids as products, processes, or devices evolve.
- Support ad hoc plumbing-related projects and requests across the LeakProtect program.
Requirements
- Proven experience in construction plumbing with a strong background in residential and commercial projects.
- Extensive knowledge of plumbing building codes, local building codes, HVAC systems, mechanical systems, schematics interpretation, and blueprint reading.
- Skilled in managing plumbing teams with demonstrated leadership in supervising field staff on construction sites.
- Proficiency in construction estimating, project planning, and managing construction plans from inception to completion.
- Hands-on experience with hand tools, power tools (including pipe threading), welding equipment, heavy lifting techniques, and assembly processes.
- Ability to interpret technical drawings accurately while applying building code analysis for compliance purposes.
- Strong mechanical knowledge combined with excellent problem-solving skills in system maintenance or repair scenarios.
- Valid driver’s license with commercial driving experience preferred; familiarity with construction site safety protocols is essential.
- Excellent communication skills with a focus on customer service; capable of working effectively within multidisciplinary teams.
- Physical ability to perform heavy lifting tasks regularly; comfortable working at heights or in confined spaces as required by construction environments.
- Join us as a Plumbing Subject Matter Expert where your expertise will shape safe, efficient plumbing systems that stand the test of time!
Preferred Qualifications
- Experience working with insurance carriers or warranty/protection program partners.
- Familiarity with call center operations, agent training, or quality assurance.
- Experience with instructional design principles or curriculum development.
- Working knowledge of plumbing codes and water shut-off device technology.
- Experience helping build processes and documentation from the ground up in a pilot/start-up setting.
Deliverables
- Standardized plumbing process guides and job aids for call center agents.
- Training materials and FAQs supporting plumbing-related customer and agent inquiries.
- Documentation of installation standards, workflows, and troubleshooting steps.
- Site visit reports and installation quality feedback.
- Ongoing content updates as devices, processes, or requirements change.
Success Criteria
- Call center agents can confidently and accurately handle plumbing-related inquiries using SME-developed materials.
- Reduction in escalations tied to plumbing or installation issues.
- Clear, accurate documentation validated through field observation.
- Strong collaboration with Chubb, Cincinnati Insurance, and internal client program teams.
- Timely updates to training materials as the program evolves.
Pay: $50.00 - $56.00 per hour
Benefits:
- Dental insurance
- Life insurance
- Relocation assistance
- Vision insurance
Work Location: In person
