Field Ops Debrief – Supervisory Process, Mixing Valve & Crime Lab Issues

Team Management & Delegation

• Persistent problem: techs repeat the same errors because supervisors are not stepping in early enough.
  • Verbal warnings should occur once or twice; after that supervisors email Brandon with incident details → triggers a formal write-up.
  • Failure to delegate day-to-day coaching pushes all stress to Brandon.
• Current team split (≈ 9 techs) into sub-groups of $4$ and $5$, but structure is new; PDRs (Performance Development Reviews) just beginning.
• Example of good supervision: Chris now audits Finn’s call times, notices in/out too quickly, plans coaching session.
• Example of weak supervision: Cody hasn’t provided similar feedback for his techs.
• Key takeaway: Supervisors must “be more supervisory” — check in, review reports, escalate early.

Workload & Stress Levels

• “Today has been crazy … mind-numbing … headache.”
• High call volume + multiple problem jobs (Mixing Valve, Crime Lab) leave no time for “babysitting.”
• Need to delegate and rely on team structure to reduce bottlenecks on Brandon/Shane.

Write-Up / Disciplinary Flow

1. Supervisor gives up to 2 verbal warnings.
2. Supervisor emails Brandon with incident log (dates, description).
3. Brandon issues formal write-up.
4. Goal: consistent process removes ambiguity and personal stress.

Stoppage & Camera-Use Best Practices

• Rule of thumb: If a stoppage takes > $5$ hrs or reoccurs → mandatory camera inspection.
  • “Soft blockage” = normal; anything else (grinder wheel, p-trap, broken cable) = abnormal ⇒ need visuals.
• Historical mis-step: Josh spent $13$ hrs on a Starbucks stoppage with no camera; eventually discovered inflatable plug + grinder wheel in $4''$ line.
• Five-minute philosophy: After 15–20 min of augering without success, switch to camera.
• Always add camera upsell to protect customer and avoid repeat visits.

Job 1 – Mixing Valve Replacement (Royal Oaks)

Background

• Customer mixing valve ($\approx \$5{,}000$ Bradley/Heat-Timer) fails twice a year: O-rings blowing out.
• Water tested “soft”; scale not root cause.
• Suspected issue: Recirc pump creating back-pressure (heat trap mis-piped, dual pumps at different temps).

Original Quote Mistakes

• Quoted from photos only; no second site walk.
• Ignored:
  • Electrical requirements.
  • Re-piping of recirc line to match new valve.
  • Main isolation valve (needs $2{\frac12}''$ ProPress ball valve $\approx\$450$).
• Material list underestimated: Cody +6 items vs. Shane’s 2-page (≈ 40 items).

Proposed Fix Plan (Cost-Saving)

1. Pre-fabricate mixing valve assembly off-site.
2. Tie recirc line temporarily: tee off cold with ball-valve shut-off; repair recirc after hot water restored.
3. Solo tech feasible; tight space limits 2nd person usefulness.
4. Options for isolation valve:
   • Use $2{\frac12}''$ ProPress ball valve (fast, $↑$ cost).
   • Use ProPress male adapter + threaded valve to save $\approx\$350$.
5. Hot-work permit required; fire alarm on test; optional smoke-eater vacuum.
6. Schedule: Overnight job, target completion before kitchen opens.

Material / Labor Estimates

• Sweat time: 2–4 hrs ($\uparrow$ to 4 hrs if leaks).
• Drain-down may take >1 hr (250 gal tank took 75 min previously).
• Recirc re-pipe: Reduce inch-and-a-quarter changes, keep heat-trap drop $\approx10''$, add check-valve.

Job 2 – Crime Lab Floor Drains

Situation

• Added 3rd drain instead of re-sloping slab; concrete guy refuses extreme slope.
• Drains set $\approx2''$ above slab; should sit flush.
• Print calls for neoprene pan liner between flanges; omitted on-site.
• Supervisory gap: Tony & Eddie installed per GC’s direction without questioning height.

Action Items

• Challenge GC (Oakland) on scope creep & conflicting directives.
• If GC insists on change, issue change-order; do not absorb costs.
• Internal training: Techs must flag red-flags (drain height, missing liner) and escalate immediately.

Quoting, Change-Orders & Material Control

• Always perform second, detailed site walk for material take-off.
• Track existing material on site to avoid duplicate purchasing.
• For overruns: compile new material list, price it, present to Stan → decide change-order vs. absorbing.

Technical Best Practices & Knowledge Gaps

• Mix Valves:
  • Verify plumbing matches manufacturer diagrams (recirc tie-in, heat traps).
  • Understand balancing valves for future large systems.
• Drains:
  • Shower drains require membrane between upper/lower flanges.
  • Confirm concrete height & slope before setting drains.
• Recirc Systems:
  • Must allow air bleed; improper tie-in can air-lock pump.
  • Add check-valves and ensure >32'' vertical rise if heat-trap needed.

Safety & Permitting

• TD Safety App → Hot-Work Permit form.
• Consider portable smoke-eater or fans to evacuate solder fumes.
• For solo solder job, clamp smoke wand or add second tech.

Customer Communication Strategies

• Be upfront when quote misses scope; present options:
  • Hold price, limit work.
  • Change-order for full compliance.
• Explain diagnostic reasoning (scale vs. back-pressure) to justify additional work.

Resource Allocation

• Solo-tech acceptable for mixing-valve if:
  • Adequate isolation valve solution chosen.
  • Fan/ventilation arranged.
• Second tech (low-cost helper) only if smoke-eater required or to accelerate recirc re-pipe.

Lessons Learned / Action Items for Next Trade Breakout

• Enforce stoppage camera rule (> 5 hrs or repeat call).
• Supervisors must log verbal warnings and escalate promptly.
• Mandatory second site walk before quoting complex mechanical jobs.
• Train techs on:
  • Recognizing abnormal drain setups.
  • Full system thinking (water quality, recirc, valve lifespan).
• Stock or rent smoke-eater for solder jobs.

Numerical / Technical References

• Expected water-heater lifespan: $8\text{–}10$ yrs.
• Mixing valve failure every $6$ months = unacceptable.
• Drain elevation error: $\approx2''$.
• Pipe sizes mentioned: $2''$, $2\frac12''$, $1\tfrac14''$, $3\text{–}4''$ drains.
• Tank drain example: $250\,\text{gal}$ → $75\,\text{min}$ via screw-plug bleed.

These notes capture all managerial, procedural, and technical points raised in the conversation, linking each to best practices, real-world examples, and actionable next steps.