We offer an excellent employment experience and make sure our dedicated staff members are rewarded for their commitment. You will find the application for this position after the description.

Management:

• Responsible for the profitability of the service department.
• Supervises the Service Dispatcher and parts person if applicable.
• Maintain professional appearance and attitude at all times.
  • Clean uniform, odor free, hair and/or beard are properly groomed.
  • Promote positive company culture at all times.
• Review all service invoices daily, this includes comparing time cards to the invoices and spot checking pricing. Make sure that the Service Technician detailed the invoice in a thorough manner so the customer understands the service rendered and that the problem was taken care of.
• Review all callbacks. Determine cause of callback and future prevention. Provide training to technicians to avoid future callbacks.
• Perform all customer service related tasks.
• Track Service Technician SPIFFs. Reconcile SPIFF reports against completed and paid jobs. Turn finalized SPIFF report into office for monthly SPIFF checks.
• Quote/verify quotes of large repair jobs and obtain approval from customers.
• Commercial account management.
• Check previous day’s time cards against previous day’s invoices. Verify time card is accurate.
• Technician profitability reporting.
  • Compare time used per call against time allowed in flat rate codes to verify technicians are billing accurately and performing repairs within allotted time.
  • Compare repairs quoted vs diagnosis and additional possible recommendations.
  • Look for ways to improve service ticket billing.
  • Were appropriate recommendations made?
  • Track each technicians recommendation rate, closure rate, average service ticket, PMA renewal rate and new PMA signup rate.
• Review all warranty invoices, making sure that all valid warranty issues are being addressed to the vendor, parts, misc. field materials and labor.
• Secure work for the service and installation departments, revenue generation.
• Plan for seasonal fluctuations in the business by making sure Preventive Maintenance Agreements are offered to all customers and meeting PMA sales goals.
• Truck and tool inspections. Check at least one service technicians tools and truck per week.
• Coordinate any vehicle service or maintenance with Fleet Manager.
• Make sure that all service vehicles are clean, stocked, running properly etc.
• Responsible for cleanliness of service fleet.
• Other duties as assigned. 

Service Support:

• Report to office by 7:30AM to assist in daily dispatching and review previous day’s tickets for any required follow up.
• Walk shop and loading area, answer questions, service technicians gone by 7:45, or within 15 minutes of start time.
• Help Service & Install Technicians out in the field when appropriate and be available for contact or assistance after hours.
• Proper diagnosis and repair of HVAC equipment.
• Explain services and policies to customers prior to diagnostic and repair.
• Charge and collect for all work performed per company policy and procedures.
• Complete paperwork daily, recording all hours and materials used on each job prior to leaving jobsite.
• Turn in all completed paperwork and related forms to Service Director or Service Dispatcher daily, or as directed.
• Address company warranty issues as directed by the Service Director.
• Resolve difficult jobs as directed by the Service Director or Service Dispatcher.
• Level 5+ support for all technicians.
• Ability to resolve all service and installation issues and challenges. No call left unresolved.
• Perform follow up/survey calls and return all customer calls.

Training:

• Create training schedule.
• Responsible for making sure that all Service Technicians are properly trained and certified.
• Present training seminars and classes for in house meetings.
• Ride with each service technician a minimum of one day per month for the purpose of training. Special needs may require riding with a particular technician more than one time per month.

Inventory:

• Assist in establishing proper seasonal inventory levels.
• Maintenance of Service inventory stock.
• Order parts as needed, as parts are received pull work order and have dispatcher schedule work.
• Responsible for determining and setting service inventory policies and pricing.

• Technician revenue averages minimum requirement per month as per goals.
• Degree to which unproductive labor or lost time is minimized.
• Degree to which technicians improve in ability and efficiency
• Number of warranty calls resulting in non-billable time.
• Quality of technicians paperwork.
• Increase in number of Preventive Maintenance Agreements.
• Quantity of rush orders, will calls as a result of poor planning.
• Number of times jobs not started on time.
• Number of jobs held up due to material, equipment or fittings not ready.
• Contract performance; estimated costs vs actual.
• Increase in number of leads scheduled per month.
• Cleanliness and organization in the customer’s home or in the company vehicle.
• Number of accessories sold per month.
• Timely resolution of customer disputes.
• Number of times that truck stock parts are not on trucks.
• Equipment, tool or vehicle breaks due to lack of proper maintenance or neglect.

• NATE Certification
• Three years related experience and/or training in customer service, management in a service industry or equivalent combination of education and experience
• Ability to read and interpret wiring diagrams and blueprints.
• Be familiar with a wide range of equipment and troubleshooting techniques.
• Operate scissor and genie lifts in a safe manner.
• Knowledge of basic sheet metal & fiberglass practices.
• Ability to perform load calculations.
• Knowledge of air balancing principles and techniques.
• Experience making repair and replacement decisions.
• Demonstrate willingness to accept responsibility and leadership roles.
• High School Diploma or equivalent.
• Valid driver’s license
• Computer skills
• Organized
• Advanced customer service skills.
• Advanced communication skills with service technicians and other team members.
• Meet criteria of a Level 5 technician