HVAC Service Team Leader

Hiller Plumbing, Heating, Cooling & Electrical•Bowling Green, KY

10d

About The Position

The HVAC Service Team Leader supports technicians and apprentices, delivers high-quality residential HVAC service, and helps create a positive customer experience. The role includes inspecting HVAC systems, explaining findings and repair options, supporting troubleshooting, coordinating parts and appointments, completing service documentation, and maintaining tools and the service vehicle. The team leader also mentors technicians, monitors performance metrics, promotes Club Memberships, and supports company safety and service standards. Work takes place indoors and outdoors in varied weather and temperatures, including tight spaces and occasional work at heights. The position requires physical activity such as climbing, bending, kneeling, reaching, and lifting. Applicants must undergo pre-employment drug screening and background checks.

Requirements

EPA certification is required.
High school diploma or GED is required.
Valid driver’s license and approval to drive by the company’s insurance carrier are required.
Kentucky Journeyman License is required.
Must be highly organized, attentive to detail, and thorough in follow-through.
Must have analytical skills and the ability to read and interpret blueprints, plans, and manuals.
Must work effectively as part of a team.
Must have excellent customer service skills and a desire to exceed customer expectations.
Must be able to use a computer tablet and smartphone, and read a map or follow GPS.
Must be able to work in indoor and outdoor environments with substantial variation in temperature and weather conditions.
Must be able to climb ladders and steep stairs and work in tight spaces such as attics or crawlspaces.
Must be able to lift 50 pounds and push, pull, carry, or maneuver heavier items with additional manpower or appropriate devices.
Must occasionally work at heights of 15 feet or higher.
Must carry a 24-foot extension ladder alone and/or a 40-foot extension ladder with a coworker on most jobs.
Must have good visual acuity.

Nice To Haves

At least two years of experience in maintaining, troubleshooting, and correcting diverse HVAC service issues is preferred, but may be waived with manager approval.

Responsibilities

Create a care culture and provide a positive customer experience by completing service correctly the first time, with quality and care in accordance with applicable codes.
Provide accurate True Transparency pricing.
Mentor and develop technicians to achieve performance metrics.
Perform thorough HVAC inspections, including the Health and Safety Checklist, and communicate findings in a written option sheet.
Understand when to issue a Lock Out/Tag Out tag and complete required follow-up; use down tags properly.
Prepare detailed finding reports with pictures and discuss findings with customers.
Present repair options and costs using the options sheet.
Support technicians and apprentices with troubleshooting as needed.
Complete service documentation and collect, record, and deliver fees to designated office administration.
Contact dispatch to disposition recall and warranty jobs and ensure they are recorded correctly.
Facilitate orders for required parts and prepare for the day’s service appointments.
Process warranty parts and paperwork as jobs are completed.
Record materials used or consumed for job costing and replenishment.
Facilitate customer appointment rescheduling when a call is not completed.
Transport materials and tools to job sites and account for assigned tools.
Keep the truck clean, stocked, and accurately inventoried.
Protect customers’ homes from damage and leave them cleaner than upon arrival.
Coordinate with other departments to meet job objectives effectively and completely.
Inform a supervisor or manager if the customer does not have HVAC service before leaving the call.
Communicate the benefits of Club Memberships.
Manage performance metrics scorecards.
Report safety issues to a supervisor or manager.
Support supervisors or managers as a resource authorized to make decisions on behalf of the company for the technician team.
Perform other duties as assigned.