Job Description

About this role

Supervises a team of entry to intermediate level Field Service professionals or Field Service Technicians. Manages day-to-day priorities in solving client issues received by the team. Optimizes manpower and resources, responds to complaints of customers, and escalates key issues to senior management.

Key Responsibilities

• Forecast, monitor and document financial performance against plan.

• Meet with customers in the service territory to ensure satisfaction and retention as well as prospects for additional service opportunities.

• Recruit, interview, hire, and train technicians as required to meet workload demands, and company or customer expectations and requirements.

• Communicate regularly within the team to ensure that personnel are being scheduled and dispatched accurately by skill level, efficiency and training requirements.

• Review work orders, invoices and time reports for accuracy and to ensure efficient management of accounts receivable.

• Supervise and direct field technicians to effectively perform the functions of equipment repair, maintenance, start-up, operation, and other duties as required to ensure customer satisfaction.

• Resolve warranty issues, product recall notices, operational problems with products, premature failures, and other issues as they apply to products and equipment sold and serviced by the company.

• Develop career paths and training plans for service teams to create a best in class service team and minimize attrition.

Required Qualifications

• High School Diploma or GED.

• 5+ years of experience in a Commercial HVAC Field Service role.

• Capable of climbing ladders or using other lift equipment over 8 feet above grade and capable of lifting items up to 50lbs.

• Valid and current Driver’s License and can be insurable by the company’s insurance.

• 2+ years of experience with Microsoft Office (Word, Excel, Outlook).

Preferred Qualifications

• 5–10 years of commercial HVAC service leadership or equivalent field service leadership experience.

• Strong working knowledge of commercial HVAC systems and service delivery models.

• Demonstrated leadership capability with ability to develop teams and drive accountability.

• Technical aptitude with understanding of field diagnostics and service execution.

• Strong business acumen with ability to manage financial performance and operational metrics.

• Experience with Salesforce, ServiceMax, ERP/SAP systems, or similar service management platforms preferred.