HVAC Technician Supervisor

Job Description

JOB SCOPE:
The HVAC Technician Supervisor serves as a supervisory figure responsible for overseeing timely and high-quality repairs of members' products while ensuring exceptional member service within the home. This role will also conduct daily service calls.

JOB SUMMARY:
This role involves promoting and selling additional products and services to enhance the company’s profitability. A key focus is to supervise and mentor both new and incumbent HVAC Technicians, ensuring they receive thorough training on technical skills and customer interaction. The HVAC Technician Supervisor collaborates with the district to facilitate specialized training and verifies that all HVAC technicians consistently meet or exceed customer service standards during in-home visits. Additionally, this role includes monitoring HVAC Technicians' progress, providing guidance on their readiness, identifying further training needs, and coaching them on key improvement areas while leading peer training sessions as necessary.

SUPERVISION:
Direct: 5-15 direct reports (HVAC Svc Tech I, Break/Fix, HI HVAC Assistant, HVAC Prev Maint Tech)

REPORTS TO:
Area Manager, HVAC

Responsibilities/Skills/Experience Requirements

JOB DUTIES/RESPONSIBILITIES:

• Conducts daily service calls to assist customers with extensive repairs or when resources are insufficient to handle scheduled appointments.
• Observes and coaches HVAC Service Technicians during in-home visits to members.
• Directs and trains staff on key technical performance metrics, including but not limited to Net Completes per Day, Member Satisfaction survey results, First Time Solutions, Recalls, and First Time Completes.
• Provides timely and quality repairs of members' products while maintaining high member service.
• Coaches and trains others on all operating policies used in the HVAC business specific to the roles and responsibilities of an HVAC Service Technician (proper truck maintenance and parts inventory management).
• Instructs and engages others on the Value Added Services Processes (i.e., Selling and Member Pro-Advocacy) through effective communication.
• Provides direction and Technical assistance to Peer and Mentor Technicians.
• Oversees the allocation and utilization of equipment and materials as related to company issued assets including but not limited to Vehicles, Tools, Cell phones.
• Recommends methods to improve business performance and enhance the member experience.
• Serves as a liaison between the field team and upper management, facilitating effective communication.
• Assists the Area Manager, HVAC in making employment decisions regarding hiring, promoting, demoting and terminating, conducting performance appraisals and coaching and developing associates.
• Performs other duties as assigned.

JOB REQUIREMENTS:

• High school diploma or equivalent.
• 3-4 years of related experience.
• License/certification in relevant field.
• Valid Driver License for the State of employment.
• Up to 25% travel.
• 18 years of age or older.

REQUIRED SKILLS:

• Applicable CFC License.
• Ability to read, write and speak English and apply written text of a technical nature in order to answer questions, solve problems or complete job tasks.
• Complete knowledge of all tools, equipment and materials used to perform services on Heating Ventilation and Air Conditioning (HVAC) units including extensive brazing experience.
• Knows, understands, demonstrates, and coaches on all tool usage and needs, policies, processes and procedures that apply to the HVAC Service technician.
• Demonstrates a commitment to safe work practices and coaches others in all aspects of the position including the work/member environment, use of personal protective equipment, and safe driving.
• Flexibility to work evenings or weekends as necessary to meet customer needs.
• Ability to provide candid (both verbal and written) assessments of new hires and incumbent technicians on areas related to ability, effort, training needed, and possible solutions.
• Ability to frequently bend, stoop, kneel, stretch, twist, reach and climb & lift/carry up to 75 lbs while accessing various interior and exterior landscapes with different levels of terrain.

PREFERRED SKILLS:

• Strong ability to motivate and guide a team effectively.
• Previous experience in leading or mentoring a group of technicians (internal or external).

Years Experience: 2 - 5 Years Experience

Travel Requirements: Moderate (15-30%)

Country: United States

Work-In City: Irvington

Work-In State: NJ

Work-In Postal Code: 07111

Business: Sears Home Services - Sears Home Imp Prod

Job Function: Repair/Installation

Employment Category: Regular, Full-time

Compensation Range: N/A

Additional Compensation Explanation: N/A

EEO/EOE Footer: Equal Opportunity Employer / Disability / Vet.

Posting Tags: #RepairTechnician

Company Brand: Sears Home Services

Location City: Melville