Service Field Supervisor

Job Details

Job Location: Raleigh Field

• Morrisville, NC

Position Type: Full Time

Education Level: 2 Year Degree

Salary Range: Undisclosed

Travel Percentage: Up to 25%

Job Shift: Day/First Shift

Job Category: Installation

• Maint

• Repair

Description

Are you a HVAC Service Field Supervisor, searching for new experiences? As a leading Trane independent office, Brady brings efficient, reliable, and secure building solutions throughout central and eastern North Carolina. We take pride in all we do and in our Associates which is why we offer competitive pay and compensation, benefits, growth opportunities, and more! The Service Field Supervisor supervises a team of HVAC field technicians and is responsible for the overall daily business and service operations of their assigned team, in addition to performing the role of a technician which is a critical key role.

SUMMARY: The Service Field Supervisor supervises a team of HVAC field technicians, and is responsible for the overall daily business and service operations of their assigned team, in addition to performing the role of a technician

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Supervisory Duties & Responsibilities:

• Provides overall quality assurance in our service delivery to our customers by our Field Service Technicians, to include, ensuring the appropriate documentation is submitted accurately and timely

• Sets expectations for the technicians and the team around customer satisfaction, performance, safety, teamwork, and professionalism and personally adhere to them

• Serves as liaison between the field and the office; assists Scheduler in assigning work and matching jobs with technician skillsets, assists Biller with closing out jobs in order to complete the billing process, and approves the weekly labor analysis report for assigned Service Technicians

• Assists Area Service Manager in hiring, disciplinary process, and firing

• Assists Area Service Manager with onboarding process for new technicians

• Ensures safe work environment for team by education and training in safe work practices

• Represents the team as Safety Manager

• Responsible for development and training of the technicians on their respective team

• Responsible for creating and managing technicians' Individual Development Plans (IDPs)

• Works with Sales on large accounts and contract turnovers, and represents Company at the local supervisory level by serving as a direct customer contact

• Serves as technical advisor for the team, including the correct resources to utilize when appropriate

• Provides regular feedback and coaching to technicians on their performance to expectations, and performs annual and quarterly performance reviews with each field technician; sets goals and addresses all performance issues; provides recognition for good performance

• Provides leadership by encouraging, challenging and nurturing individual growth and career path of team technicians

• Reviews and drives team metrics and financials with Area Service Manager; makes necessary adjustments based on results

• Oversight of annual inventories for field technicians

• Represents team at quarterly Team Meetings and provides team with feedback, including any updates.

• Assist Area Service Manager and provides oversight of respective team resources (warehouse space, spare vehicles, trailers, large recovery equipment, pressure washers, tube cleaning equipment, etc.)

• Assists ASM and/or performs incident investigations and reporting

• Forecasts anticipated staffing needs for your territory with the Area Service Manager and Resource Coordinator.

• Knowledgeable of the products and services offered by Brady in order be effective in the sales of those products and services

• Actively promotes sales via the technician quoting and BARs programs

• Stays up-to-date on Trane commercial products and Brady strategic products offerings

• Regular travel requirements with occasional overnight travel

Qualifications

TEAMWORK:

• Demonstrates and promotes a spirit of cooperation and teamwork throughout the Company

• Continually looks for ways to improve our processes and ability to serve our customers effectively

• Improves personal performance on a continual basis

CUSTOMER SERVICE:

• Provides responsive, professional and diplomatic customer service

• Answers customer calls and correspondence quickly and pleasantly

• Communicates with customers in a friendly, professional, and patient manner

• Performs all duties with the goal of building and maintaining long-term customer relationships

• Immediately address any customer's concern and requests the involvement of other Company personnel as required

QUALITY ASSURANCE:

• Reviews Service Reports, Quality Logs, and Refrigerant Reports for quality, accuracy and received in a timely manner

• Reviews XOI video compliance and quality of videos

• Reviews quoted job hours vs actual hours utilized to complete the job as a measure of evaluating estimating accuracy and technician proficiency

• Ensures all Warranty documentation is timely and accurate

SAFETY:

• Follows all company safety programs

• Notifies Area Service Manager of any unsafe conditions

• Ensures proper PPE equipment must be used at all times when necessary

• Reports all accidents and injuries to HR immediately

• All training topics on safety completed and done during the timeframe due

SUPERVISORY RESPONSIBILITIES: Will directly supervise HVAC Field Technicians and HVAC Field Technician Interns. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding employees; and resolving problems.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE: Associate's degree (A. A.) or equivalent from two-year college or technical school with a certificate in Heating, Ventilation, and Air Conditioning or 5 years apprenticeship; minimum of 7 years of related experience. OSHA 30 hour training.

COMPUTER SKILLS: MS Office and MS Windows

CERTIFICATES, LICENSES, REGISTRATIONS: Valid driver's license, Universal EPA certification

LANGUAGE SKILLS: Ability to read, analyze and interpret service bulletins, technical procedure manuals, equipment specifications and governmental regulations. Ability to write reports, policies, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from management, customers and service personnel.

MATHEMATICAL SKILLS: Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.

REASONING ABILITY: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The physical demands of the position include occasional sitting; frequent stooping, crouching, kneeling, balancing, and climbing; and constant standing, walking, reaching, and gripping. Material handling demands include lifting from floor level to overhead, with occasional lifting up to 115 lbs., frequent lifting up to 50 lbs., and constant lifting up to 25 lbs., placing the position in the Very Heavy Physical Demand Classification (PDC). Must be able to talk and hear. Vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position requires working outdoors, in mechanical/equipment rooms and possible extreme weather conditions. While performing the duties of this job, the associate is regularly exposed to moving mechanical parts and heavy equipment. The associate is frequently exposed to wet and/or humid conditions; high, precarious places; fumes or airborne particles; outside weather conditions; risk of electrical shock (high voltage); and vibration. The associate is occasionally exposed to toxic or caustic chemicals, extreme cold, and extreme heat. The noise level in the work environment is usually loud.

OTHER REQUIREMENTS:

• Ability to pass drug screening

• Ability to prove US employment eligibility