The HVAC Service Field Supervisor reports directly to the HVAC Service Manager and is primarily responsible to supervise all AC Service Installation & Maintenance Technicians. Facilitates training and coaching of technicians and ensures complete customer satisfaction. Coach and train technicians on customer service, sales, technical & mechanical knowledge, and company products and services. Provide technical support in the field, resolve escalated customer complaints, and ensure compliance with the company’s core values and purpose.
Responsibilities
- Troubleshoot, and resolve installation and start-up issues.
- Provide consistent and accurate feedback, encouragement, support, professional development, sales training and coaching to Service Technicians.
- Partner with service, dispatch, warehouse, and any other necessary departments to ensure timely and accurate service to customers in accordance with company standards and procedures.
- Provide daily feedback to HVAC Service Manager.
- Follow up and resolve escalated customer disputes/complaints, ensuring an effective and long-term problem resolution.
- Plan, forecast and coordinate AC Service work orders.
- Communicate clear goals and expectations to AC Service Technicians.
- Ensure that each Service technician has the parts, materials, and tools needed to do their job.
- Help instill a fun and nurturing culture with Thompson & Thompson core Values.
- Ensure that safety topics are incorporated into one-to-one coaching conversations, weekly meetings, and training sessions.
- Monitor and act on trends involving Installation, Maintenance & Service Technicians’ callbacks and customer complaints.
- Must be able to maintain professional conduct in all work situations, uphold a well-groomed appearance, and adapt well to all types of working conditions.
- Some overnight and local travel is expected for this position.
Required Education and Experience
- At least five (5) years of HVAC experience with installation, diagnostic troubleshooting and repair service, including air conditioning & heating systems.
- At least three years (3) HVAC Service Technician & or HVAC Installation experience with an ability to train others.
- Must be willing to work outdoors in any weather conditions.
- Physical Dexterity must occasionally lift and/or move 100 pounds or more averaging 4 times a week.
Benefits
- Medical, Prescription, Dental, Vision, Group Life, HSA
- Matching 401k benefits
- On-going training & development, growth opportunities
- Paid Holiday
- Paid Vacation
- Weekly pay
