Job Summary
An HVAC Service Supervisor oversees and manages a team of technicians responsible for repairing, maintaining and servicing heating, ventilation, and air conditioning systems for residential properties. This position plays a crucial role in ensuring the efficient and effective operation of HVAC systems while providing excellent customer service. The HVAC Service Supervisor reports to the HVAC Service Manager.
General Responsibilities
- Assist customer service representatives and dispatchers in coordinating service calls, technicians and subcontractor crews to ensure timely and cost-effective resolution of service issues and reduce unnecessary return trips.
- Coordinate with parts expeditors and dispatchers to ensure timely and efficient return trips that resolve service issues.
- Collaborate with production team, start-up coordinators and start-up technicians to ensure production homes close in a timely manner.
- Work with production team to identify best practices to minimize future warranty service calls.
- As the initial escalation point for homeowners, builders and the internal production team, efficiently resolve escalated issues to prevent further escalation.
- Provide real-time technical guidance to technicians in the field facing challenging repairs, problems or situations.
- Train and mentor technicians on all facets of service, including technical and soft skills, through weekly in-person and virtual meetings, weekly ride-alongs with technicians, regular one-on-one meetings with each technician, and distribution of training materials, manuals and standard operating procedures.
- Monitor technicians’ hours, efficiency, procedure compliance, entered solutions, and vehicle usage to ensure compliance with company standards and expectations.
- Maintain state-of-the-art knowledge of HVAC systems through occasional service calls, regular review of literature and other media regarding developments in HVAC systems and products, and attendance of in-person and virtual events conducted by industry groups and manufacturers.
- Travel regularly to shops within the region to meet in-person with technicians, conduct ride-alongs, and inspect vehicles.
- Collaborate with the Director of EHS and safety team to foster a safety culture within the team of technicians.
- Establish and maintain schedule of regular inspection and inventory of technicians’ vehicles, ensuring that the vehicles are organized, clean, and fully-stocked.
- Regularly review repairs to ensure repairs comply with relevant codes, regulations and best practices.
Qualifications
- Experience: At least 3 years of HVAC service experience.
- Technical Knowledge: Strong knowledge of the install, repair and maintenance of HVAC systems
- Leadership Skills: Proven ability to manage, motivate and develop a team of service technicians.
- Customer Service Skills: Strong communication skills for homeowner and builder interaction and problem resolution
Work Environment
- Primarily field-based with visits to customer sites/customer homes for supervision and support.
Benefits
- Medical, dental, and vision insurance
- FSA with debit card
- 401(k) employer match
- Bonus opportunities
- Cell phone and travel allowances
- Paid Vacation
- PTO
- Paid Holidays
- Annualized reviews for merit increases
- Potential for advancement
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Work Location: In person
