Summary of Position

Supervise a team of 12-15 HVAC Service Technicians, manage and assist with service calls, answer and follow up with customer inquiries to enhance the customer experience. Qualified applicants must have excellent customer services skills, strong management and communication skills, and the ability to train and raise the skill level of his/her direct reports.

Responsibilities

  • Passionate frontline team player responsible for creating rapport with customers and seamlessly navigate customer accounts to answer any inquiry that will enhance the customer experience.

  • Review daily repeat call report with technicians and set up follow-up appointment with the customer when appropriate to ensure equipment is operating to their satisfaction

  • Answer daily technical questions and guide technicians through the troubleshooting process

  • Visit customers to ensure quality control, spot check tune-ups and service calls on a consistent basis

  • Respond to customer service complaints as soon as possible and attempt to solve complaints within 24 hours

  • Committed and focused on improving our service KPI’s to exceed those annual goals

  • Communicate bi-monthly (or as needed) with your service team via small group meetings (groups of 2-4 technicians)

  • Responsible for conducting timely performance reviews and effective/proactive one to one technician meetings

  • Responsible for fair and consistent constructive feedback on technician performance, proper follow-up, and release of work duties (if necessary)

  • Actively administer all Company safety programs, policies, and procedures to raise safety awareness to all the technicians.

Preferred Qualifications

  • A seasoned technical professional who possesses superior diagnostic and problem solving skills

  • Must possess and maintain a State of CT S License

  • A record of strong management and communication skills and the ability to train and raise the skill level of his/her direct reports

  • Strong interpersonal skills; comfortable and effective speaking with customers

  • Fully aligned with the company core values and reinforcing them by example

  • Use initiative and an innovative approach to daily tasks and have an “always be learning” attitude

  • Ability to multi-task and manage multiple priorities

  • Detail oriented and able to consistently produce accurate work

  • Proficient with Microsoft Word, Excel, Outlook, Microsoft Great Plains and written customer communications

  • Able to lift 100lbs