Job Description

Job Location: Bedford Park - Bedford Park, IL 60638,

Salary Range: $70,000.00 - $95,000.00 Salary, Location: Bedford Park

Annual Compensation: $70k-$95k

Position Summary

Four Seasons Heating & Air Conditioning, the largest and fastest growing HVAC company in the market, is seeking an ambitious Service Technician Supervisor ready to make an impact. The Service Technician Supervisor is responsible for leading and coordinating a team of field service technicians to ensure safe, efficient, and high-quality service, maintenance, troubleshooting, and repair of residential HVAC systems. This role serves as the primary link between field operations, customers, and company leadership, ensuring exceptional customer service, technical excellence, workforce development, and operational performance. The Supervisor oversees scheduling, technician performance, safety compliance, productivity, and quality standards while driving customer satisfaction, profitability, and employee engagement.

Essential Functions

Technician Productivity

• Monitor technician performance including safety, productivity, call duration, dead time between calls, zero-dollar truck rolls, and all other performance metrics required of the position daily.
• Verify that unusually long or short call times are justified by the work performed and properly documented.
• Track key performance indicators, including first-visit completion, average ticket, revenue per call, labor efficiency, and callbacks.
• Identify performance trends and opportunities for training, process improvement, and increased productivity.
• Address performance concerns directly with technicians and document all coaching provided.

Sales and Customer Experience

• Review CMP (“Customer Maintenance Program”) sales by technician and coach those with low or no CMP sales.
• Compare daily average ticket to expectations by call type and review no-charge calls for missed opportunities.
• Ensure technicians present all appropriate repair, maintenance, upgrade, and replacement options.
• Coach technicians on presentation, customer communication, and delivering a five-star customer experience.
• Ensure all recommendations are ethical, accurate, and based on the customer’s needs.

Open Ticket Review

• Review open and incomplete service tickets daily and follow up with responsible technicians to close or escalate.
• Document reasons for open tickets in the master tracking system, including disregarded automated reminders.
• Ensure service notes, customer information, work performed, recommendations, and charges collected are accurately recorded.
• Document all coaching, discussions, and disciplinary actions in accordance with company policy and SOPs.

Safety and Driving Performance

• Review safety and telematics driving alerts daily, including distracted driving, speeding, etc.
• Review jobsite injuries, unsafe work practices, and PPE noncompliance; provide coaching and training.
• Reinforce and model safe driving, PPE use, OSHA requirements, and company safety procedures.
• Escalate repeated or serious safety violations in accordance with company policy, issue corrective actions.

Training and Technician Development

• Conduct training sessions, field observations, and ride-alongs.
• Provide hands-on coaching in diagnostics, technical procedures, customer communication, sales presentation, documentation, and time management.
• Identify individual and team training needs and develop improvement plans for technicians not meeting expectations.
• Support new hire orientation and onboarding and ongoing development of technicians.
• Recognize strong performance and promote teamwork, accountability, and a positive workplace culture.

Performance Reviews and Employee Accountability

• Conduct regular one-on-one meetings and complete annual performance reviews accurately and on time.
• Set clear performance expectations and follow up on improvement plans.
• Maintain accurate records of coaching, training, ride-along, attendance, and corrective actions, and enter required documentation in Paycom.
• Apply company policies and progressive discipline consistently and fairly, partnering with department leadership and Human Resources as needed.

Daily Leadership and Operational Support

• Coordinate with Dispatch, Client Care, Account Managers, Parts, and other departments to support field operations.
• Connect technicians with technical support through the proper channels.
• Ensure return visits are approved and parts availability is verified when applicable.
• Monitor technician schedules, call progress, hours worked, and workload distribution.
• Resolve customer concerns, pricing questions, and field issues.
• Support department goals for customer satisfaction, revenue, labor management, call completion, and safety.
• Provide leadership coverage for other supervisors or managers as needed.

Minimum Qualifications

• High school diploma or GED required; HVAC technical certificate, associate or bachelor’s degree preferred.
• Minimum of five (5) years of residential HVAC service experience, including at least two (2) years in a supervisory, lead technician, or field trainer role.
• EPA Section 608 certification (Universal preferred; Type II minimum) required. NATE certification preferred.
• OSHA 13-Hour certification preferred, or ability to obtain within the first 90 days of employment.
• Valid driver’s license and a driving record that meets company and insurance standards.
• Advanced diagnostic and troubleshooting knowledge of residential heating, cooling, and indoor air quality systems, including electrical, refrigerant, and airflow diagnostics.
• Proficiency with field service management software, Microsoft Office (including Excel and Teams).
• Ability to perform field work, including climbing ladders, working in attics, crawl spaces, and outdoor conditions, and lifting, pushing, pulling up to 50 pounds.

Required Competencies

• Models and enforces safety policies and accountability.
• Communicates professionally, clearly, and concisely, both verbally and in writing.
• Provides constructive feedback as a mentor and coach.
• Analyzes performance data to identify trends and drive results.
• Applies strong residential HVAC technical and diagnostic expertise.
• Upholds ethical sales practices and a customer-first mindset.
• Maintains accurate, timely documentation in accordance with company SOPs.
• Manages competing priorities and resolves issues with sound judgment.

Benefits

• Medical Insurance (employer subsidized)
• Accident Insurance
• Critical Illness Insurance
• Hospital Indemnity Insurance
• Dental Insurance (free to employees)
• Vision Insurance (free to employees)
• Short-Term Disability (free to employees)
• Long-Term Disability
• Basic Life Insurance (free to employees)
• Holiday Pay
• Paid Time Off
• 401(k) with matching
• Credit Union
• Cellular Discounts

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties, and/or responsibilities that are required of the employee for this position. Activities, duties, and/or responsibilities may be added, or changed at any time with or without prior notice. By signature below, the employee affirms their understanding of the requirements, essential duties, expectations, and physical requirements of the position. Further, the employees confirm that they can perform the essential functions of the position satisfactorily and, if requested, reasonable accommodation will be provided if able and absent undue hardship.

Equal Opportunity

We are dedicated to fostering a workplace where all individuals are treated with respect and dignity. We are an Equal Opportunity Employer and make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, marital status, or any other protected characteristic under applicable law. We encourage candidates from all backgrounds to apply.

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Qualifications