Job Title: Service Technician – Level 5

Pay Scale

$32.00 – $38.00 / hour

Work Hours

7:30am to 4:00pm, with 1/2 hour lunch; some weekends and evenings and over time as designated; alternating on call schedule to cover 24/7 emergency service.

Primary Job Function

To provide maintenance and repairs on a wide variety of residential and commercial heating and air conditioning systems according to company standards providing the customer with a high quality experience. Assist with training Service Technicians Level 1-4. Provide feedback to Service Manager regarding technical training needs, inventory and retail pricing. Develop training programs for the service department as needed and directed.

Reports to:

Service Manager

Required Qualifications

• Valid driver’s license.
• EPA Universal Refrigerant Handling License
• Demonstrate willingness to invest in tools used in Service of HVAC equipment.
• Demonstrate willingness to invest time in service training seminars and classes.
• Work from 28′ extension ladder and 12′ step ladder.
• Meet all qualifications and have all tools required for Service Technicians Level 1-4. Including ability to demonstrate working knowledge of daily, weekly, monthly skills noted below.
• Understand and communicate benefits of preventative maintenance.
• Demonstrate advanced customer service skills and have ability to communicate clearly, idea’s and explanations of problems to residential and commercial customers and coworkers
• Demonstrate willingness to accept responsibility and leadership roles.
• Experience in training and mentoring service technicians.
• Operate scissors and genie lifts in safe manner.
• Nate Core Certification
• Acquire Specialty Certifications With-in 1 Year of Service Technician Level 5
• Enroll in advanced HVAC training classes, minimum 50 hours per year
• City of Reading Master Mechanical License

Daily, Weekly, Monthly, Yearly Duties

• Purchase / Maintain required tool list for Service Technician Level 5
• Arrive at jobsite at scheduled time and location as dispatched
• Relocate from one jobsite to another jobsite as dispatched during the workday
• Report to dispatcher when arriving and leaving jobsite
• Operate company vehicle as needed.
• Follow instructions from supervisor and/or dispatcher and carry out in timely manner
• Report problems with company tools or vehicle promptly
• Report problems with equipment to Dispatcher to expedite parts delivery
• Communicate with customers and collect C.O.D. on maintenance visits as directed
• Ability to work staggered schedule if required
• Maintain professional appearance and attitude at all times
• Complete all service related forms properly
• Provide all customers with new / renewal maintenance agreement program information
• Acquire commercial and residential planned maintenance agreements
• Inform and educate customers on additional products or services available through company
• Inform customer of replacement options following company guidelines
• On call status for emergency service as required
• Train and instruct Service Technicians Level 1 -4 as directed
• Converse with facilities engineers, building and homeowners, and general contractors*
• Communicate clearly, the ideas and explanations of problems to customers and coworkers
• Diagnose and troubleshoot a wide range of residential and commercial equipment, present repair and replacement options
• Complete service repairs as approved by customer. Perform the following technical duties:
• Advanced electrical and refrigeration principles
• Service tools and testing devices.
• Ability to layout and install refrigeration piping
• Ability to layout, design and install low voltage wiring
• Ability to read and interpret wiring diagrams and blueprints and make accurate material lists
• Advanced diagnostic, repair and provide preventative maintenance on a wide range of residential and light commercial equipment without supervision
• HVAC building code compliance.
• Advanced troubleshooting techniques
• Advanced experience in presenting repair and replacement options
• Operation of scissors and genie lifts in safe manner
• Basic sheet metal & fiberglass duct practices
• Air balancing principles, techniques and diagnostics with velometer or hood
• Calculate equipment efficiency and operating costs
• Champion of flat rate pricing for the team
• Responsible for establishing technical training schedule based upon team needs for the calendar year as directed by Service Manager
• Create & present training seminars and classes for in-house meetings as directed by Service Manager
• Establish proper seasonal inventory for both shop and truck stock as directed by Service Manager
• Other duties as assigned

Performance Indicators

• Billing & Efficiency rating
• Average ticket price
• Achieving average monthly revenue goal
• Number of qualified sales leads turned over each month.
• Number of additional products and services sold to customer
• Acquire new residential maintenance agreements
• Renew residential maintenance agreements
• Customer compliments or complaints.
• Legible and complete paperwork.
• Callback % less than 3%

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