OverviewnnPosition Summary DetailsnnTroubleshoot, repair, maintain, and install HVAC and related equipment as assigned. Assume day to day coordination of specific agreements or projects as assigned to ensure contractual commitments are met in a timely, cost effective mannernnResponsibilitiesnnUse expert technical & troubleshooting knowledge to assist other service representatives in solving problems.nnDemonstrate capability and interest in training others.nnCan be relied on to train service technicians and trainees.nnTeach other technicians how to solve problems without solving the problem for them.nnKeep technical knowledge up to date regarding equipment and concepts.nnWhen presented with a problem, know what to do, and why, and whether to repair or replace.nnSearch out and read applicable manuals and online sources.nnBelong to and take advantage of technical organizations to improve technical knowledge.nnDemonstrate capability of a handling heavy workload of callsnnUpon receiving a customer complaint, follow systematic questioning techniques and relate answers to the functioning of the system.nnFollow point-by-point troubleshooting guides to find faults in a short period of time.nnAvoid needless callbacks by checking complete system before leaving the job.nnCheck safety and limit controls for proper setting before leaving the job.nnWhen faced with a seemingly unsolvable problem, seek out help and solve the problem before leaving.nnUse proper tools and instruments for troubleshooting.nnInform customer when arriving at or leaving the job and when planning to return.nnExplore a customer complaint to determine the real problem.nnRespond to customer complaints with the proper amount of sympathy and empathy.nnWhen the problem is caused by the customer’s use of the system (rather than a fault of the system), tactfully instruct the customer on proper use of the system.nnGive assurance to customer that the problem is fixed; explaining cause and remedy; and if problem has not been fixed offer explanation of situation and suggest next step.nnDemonstrate ability to accurately determine job priorities by:nnAdhering to planned call schedulennScheduling report time concurrent with jobsnnHandling interruptions in stridennHaving the proper tools, materials, and scheduled tasking when arriving at the job sitennScheduling maintenance of vehicle Plan project work to ensure service representatives and material are on the job at the right timennPromptly and accurately complete all required paperwork.nnObtain customer signature on all service reports (before work begins when performing spot).nnKeep manager informed of unfavorable news, changes made, or disenchantment with price increases by customers. Communicate information to all parties who would benefit from it.nnModify instructions to create understanding in all levels of people regardless of their technical knowledge.nnInstruct customer’s personnel to the point that they can handle emergencies by themselves and know when to call for service.nnRecognize what has to be taught to customers and take required time to do so.nnProvide sales with qualified leads.nnAlert sales about competitive sales efforts. Provide Spot opportunities to meet Operational team goals.nnDetermine who in the customer’s organization is responsible for the mechanical system being serviced.nnPersuade customer to replace obsolete systems and makes recommendations.nnAssist Sales in pricing agreements and projects.nnProvide support for any special projects as assigned by your manager. These special projects, at the determination of your manager, may or may not become part of this position’s primary responsibilities.nnWhen the Supervisor is present, the lead worker may also be responsible for directing smaller work groupsnnWhile disciplinary authority is not given to this position, it is expected that the Lead will report performance issues to the Supervisor.nnQualificationsnnMust be 18 years of age or older.nnMust meet all requirements to receive approval for working in specific ATS environments (if applicable), ten-year work history if availablennPreferred QualificationsnnCustomer Service ExperiencennOne year of lead or supervisory experiencenn2 yrs of commercial HVAC experiencennREQNUMBER: 105775nnAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.