Service Technician - Level 2

Summary/Objective: To work independently providing maintenance on residential heating and air conditioning, electrical, and plumbing systems according to company standards providing the customer with a high-quality experience. In some instances may perform diagnostic calls.

Position Type and Expected Hours of Work: This is a full-time position. Normal business hours are 12- hour shifts from Monday-Wednesday or Thursday-Saturday. On-call on the weekends may be required.

Qualifications/Experience

• Must pass drug and background screens
• Valid driver’s license and insurable through company insurance carrier
• Able to communicate clearly in English both verbally and in writing
• Ability to work with tools used in the job in a safe manner
• Completion of HVAC training program – preferred
• EPA Certified or obtain within 3 months
• Minimum of 6 months HVAC, Electrical, or Plumbing service work

Duties

• Maintain professional appearance and attitude at all times
• Arrive at jobsite at scheduled time and location as dispatched
• Relocate from one jobsite to another jobsite as dispatched during the workday
• Report to dispatcher when arriving and leaving jobsite
• Operate company vehicle safely, obeying all traffic laws
• Follow instructions from supervisor and/or dispatcher and carry out in timely manner
• Report problems with company tools or vehicles promptly
• Report problems with personal tools for possible replacement
• Report problems with equipment to Service Dispatcher to expedite parts delivery
• Communicate with customers and collect C.O.D. on maintenance service visits as directed
• Ability to work staggered schedule if required
• Gather information about replacement needs and inform dispatch so they can schedule an estimate appointment
• Inform and educate customers about residential planned maintenance agreements
• Inform and educate customers on additional products or services available through company
• Inform customer of replacement options following company guidelines
• Develop basic knowledge of electrical refrigeration principles
• Develop basic knowledge of service tools and testing devices
• Develop soldering skills
• Develop customer service skills
• Perform filter changes utilizing filter checklist paperwork unassisted
• Develop skills to perform planned maintenance on residential systems utilizing maintenance checklist with assistance of a Service Technician level 3 or higher
• Demonstrated ability to clean indoor and outdoor coils
• Complete all service related forms properly
• Attend training/ meet training requirements as set by the company
• Ability to perform basic generator maintenance
• Develop basic knowledge and ability to read and interpret wiring diagrams and blueprints
• Develop basic electrical and plumbing troubleshooting knowledge
• All other duties as assigned

Competencies:

• Communication
• Continuous Learning and Professional Development
• Customer/Client focused
• Quality Oriented/Work Standards
• Safety Awareness

Achievements required to advance to Level 3 Service Technician

• Passed NATE Heat pump and/or NATE gas
• Can perform maintenance on all systems installed by company
• Possess basic diagnostic tools as set by employer
• At minimum, 50 accessories sold and / or $25,000 in accessory revenue generated
• 40 maintenance agreements sold/renewed
• Average ticket goal of $400 a month
• Achieving average monthly revenue goal of $8000 - $8800
• Achieving 8% - 10% replacement sales leads from all service calls
• Callbacks under +/- 3%
• Continuing education – 20 hours a year
• Recommendation for advancement from Field Training Supervisor