Job Overview:
We are seeking a detail-oriented HVAC Support Specialist to join our office team. This person will work closely with field technicians to troubleshoot service issues, monitor progress throughout service calls, and ensure that all service-related tasks are completed efficiently and accurately. The HVAC Support Specialist will provide critical support to field technicians, ensuring that proper diagnostic steps are followed, customer issues are appropriately escalated, and jobs are closed out correctly in our systems.
Key Responsibilities:
Monitor the progress of ongoing service calls to ensure technicians are adhering to procedures, communicating effectively with customers, and following best practices.
Ensure technicians send required pictures, documentation, and any other information needed for accurate service records and customer reports.
- Customer Escalation Support:
Assist technicians with handling customer interactions, especially for issues that need escalation to the office level (e.g., complex technical issues, disputes, or concerns requiring senior intervention).
Manage customer escalations professionally, providing timely updates and resolutions.
- System Monitoring & Job Closure:
Ensure that technicians are completing their jobs in accordance with company standards and accurately closing out each job in the ServiceTitan platform.
Double-check job details, including time entries, parts used, and other relevant information, to ensure proper invoicing and job completion.
Use ServiceTitan to dispatch technicians to new or ongoing service calls, making sure all resources are allocated efficiently based on workload and geographic location.
Adjust schedules as needed, ensuring all urgent calls are addressed promptly while balancing the overall workload.
- Collaboration with Technicians and Office Staff:
Foster strong communication between the technicians in the field and the office team to ensure smooth operations.
Act as a liaison to ensure that technicians have the information, tools, and support they need to perform their duties.
- Documentation & Reporting:
Ensure that all service records are complete and accurate, including diagnostic notes, customer communications, and photos.
Provide regular updates to the management team about job progress, issues encountered, and technician performance.
Assist with identifying opportunities for improving processes, troubleshooting techniques, and customer service interactions.
Contribute to refining technician workflows and ensuring consistent service quality.
Qualifications:
Minimum of 3 years of experience in HVAC support, customer service, or technical troubleshooting within the HVAC industry.
Previous experience using ServiceTitan or similar service management software is a plus.
Excellent verbal and written communication skills to effectively support field technicians, liaise with customers, and escalate issues as needed.
Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
Strong organizational skills and attention to detail in documenting job progress, troubleshooting steps, and job completion status.
Ability to review job details and ensure compliance with company standards and customer satisfaction.
Familiarity with ServiceTitan or similar dispatching and job management software.
Comfortable using office tools (e.g., Microsoft Office Suite, email, etc.) to track, report, and communicate.
Strong problem-solving abilities to assist technicians with on-the-spot technical support and resolution of complex service issues.
Ability to work collaboratively with both field technicians and office staff to ensure seamless operations.
Job Type: Full-time
Pay: $60,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
Schedule:
- Day shift
- Monday to Friday
Experience:
- Customer service: 3 years (Required)
- Dispatching: 1 year (Required)
- Technical support: 1 year (Preferred)
- HVAC office or similar trades office: 3 years (Required)
Work Location: In person
