Service Supervisor

Countywide Mechanical • El Cajon, CA, US • $60 - $64 / hour • 2m ago

TITLE: Service Foreman

REPORTS TO: Service Manager

JOB DUTIES / GENERAL REQUIREMENTS:

This position serves as the direct supervisor of the HVAC Service Technicians. This position will serve both internal and external customers by working with the Service Coordinator in the scheduling of repair and service work for the Service Department as well as maintaining customer satisfaction and customer records.

Direct supervision of the Service Technicians:
- Review Service tickets, paperwork and quality of work and provide supervisory oversight of all technicians.
- Addresses concerns related to above directly with Service Technicians and provides training and coaching as needed.
- Responsible for the recruitment and retention of qualified technicians in the market.
Customer Relationships:
- Visit high profile customers as needed.
  - Establish contact on a monthly basis with high profile Service customers to ensure the customer expectations are being met.
- Resolve customer service issues as they arise.
  - Meet with customers on an as needed basis to resolve any customer issues that may arise from technician’s performance or billing issues. Bring the issues to the attention of the Service Manager to come up with a resolution for the customer.
Technical support for customers and technicians:
- Be available to answer technical issues that may arise on difficult jobs that the technicians may encounter.
- Be able to work in the field with the technicians on difficult jobs or be a backup to the technician pool when the Service call demand is high.
Annual technician reviews:
- Perform annual reviews on technicians with the Service Manager.
  - Advise the Service Manager of the technician’s performance and meet with the technicians quarterly to evaluate their work performance.
  - Ride with/work with technicians a minimum of twice a year for on-the-job supervision.
- Document and track the progress and training of the technician pool.
  - Implement a training schedule and work with the Service manager to get the correct training implemented to ensure the Service Department is competitive in our current and expanding markets.
  - Develop individual training plans for each technician based on the job supervision and quarterly reviews.

Assist the Sales Department with job walks and estimating:
- Perform costs analysis for jobs by working with Sales personnel to establish true cost for jobs before pricing is sent out to the customers.
- Walk the jobs with Sales person on an as-needed basis to help ensure the jobs are meeting the customer needs.
- Estimate Service jobs up to and including unit and system change outs.
Job set up and coordination of parts and equipment:
- Set up and coordinate large or out of town jobs.
  - Ensure the correct job materials are being ordered by working with the purchasing person for Service.
  - Perform pre-job walks for large Service jobs to ensure cohesive job turnover to the technicians performing work.
  - Review the materials ordered to make sure the correct materials have indeed been ordered.
- Stage equipment to ensure all parts are ready and available for the jobs when they are scheduled to be completed by Service.
Safety:
- Assure all project specific safety requirements are met to ensure a safe jobsite.