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.
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.
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