Plumbing Coordinator/SME

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. Our presence is in countries like the Americas, Europe, Africa, and Asia, and more than four hundred clients across a broad spectrum of markets, including financial services, manufacturing, telecommunications, chemical services, technology, public sector, and utilities.

Stefanini Group is hiring!

Stefanini is looking for Plumbing Coordinator/SME (Remote)

For quick Apply, please reach out to Sahnaj Pervin- call: 2482635618 / email: sahnaj.pervin@stefanini.com

Hours: 30-40 hours per week (may flex with call volume and project needs)

Location: Remote (U.S.-based)

Work Schedule: Remote, with periodic on-site visits to call center and installation locations.

Travel: 1-2 times per month.

Equipment: Company-issued laptop will be provided.

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.

Responsibilities:

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.

Partners with the training and operations teams 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 customers 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.

Required Experience & Qualifications:

Hands-on plumbing experience (licensed plumber or equivalent trade experience preferred)

Proven ability to take complex, technical plumbing processes and translate them into simple, clear materials and guides for a non-technical audience.

Strong communication skills, both verbal and in writing.

Ability to handle multiple assignments simultaneously in a fast-paced environment.

Experience with in-home technology (e.g., smart home, connected, or IoT devices)

Experience developing training materials, job aids, or process documentation.

Comfortable working independently as a contractor in a pilot/start-up program environment.

Willingness and ability to travel 1-2 times per month.

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 program teams.

Timely updates to training materials as the program evolves.

Listed salary ranges may vary based on experience, qualifications, and local market. Also, some positions may include bonuses or other incentives.

Stefanini takes pride in hiring top talent and developing relationships with our future employees. Our talent acquisition teams will never make an offer of employment without having a phone conversation with you. Those face-to-face conversations will involve a description of the job for which you have applied. We also speak with you about the process including interviews and job offers.

About Stefanini Group

The Stefanini Group is a global provider of offshore, onshore, and near shore outsourcing, IT digital consulting, systems integration, application, and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in countries like the Americas, Europe, Africa, and Asia, and more than four hundred clients across a broad spectrum of markets, including financial services, manufacturing, telecommunications, chemical services, technology, public sector, and utilities. Stefanini is a CMM level 5, IT consulting company with a global presence. We are CMM Level 5 company.

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