EXPERIENCED HVAC TECHNICIAN

JOB DESCRIPTION SERVICE TECHNICIAN  (HES) EDDIES HEATING AND AIR CONDITIONING

JOB DESCRIPTION

SERVICE TECHNICIAN (ST)

GENERAL STATEMENT OF DUTIES

The Service Technician (ST) plays a primary role in delivering installation and repair services to HES’s

customers. The ST is dispatched from the office to provide home heating and air quality systems, as

well as refrigeration systems repair, service, or installation in a customer's residence or place of

business in response to a customer's phone call. The ST is equipped with a company-provided vehicle,

parts, equipment, and tools required to complete the job effectively. The ST is "the face of the company"

to the customer, and therefore, is entrusted with delivering exemplary service and repair. This position

reports to the Service Manager or the Owner.

RESPONSIBILITIES

Repair & Service

Responsible for managing a workload of 6 repair calls (minimum) per day, within the suggested

time allotment of two-hours for each call.

Reviews assigned calls list on "the system" (GLC's computer software database) using company-

provided IPAD or cell phone; Gains a cursory understanding of the purpose and approach for

each individual call in advance, by reviewing all details provided in the system, including

reviewing notes specific to each call, as well as the prior history of service previously-logged into

the system, if applicable.

Places introductory calls to each customer, advising them of estimated arrival time at their

location, 30 minutes prior to arrival.

Uses the computerized system to clock in and out for all time periods of work shift and breaks.

Responsible for conducting a full range of activities to diagnose and solve HVAC problems, and

communicating the options for replacement and/or repair to the customer for desired direction.

Completes the HVAC repair on location, following company-approved methods for HVAC

servicing.

Orders parts, when needed, and picks up parts from supply store, when required.

Documents repair tactics, including ascertaining and logging electronic photos of each individual

repair process.

Upon completion of repair, prepares electronic invoice, acquires customer signature and collects

payment.

Prepares a written estimate for complex issues. Some situations may require consultation by the

Sales Technician or owner.

Maintains accurate, complete files on all service work performed, properly documenting work in

the computer system.

Provides follow up with customers that do not have closed out work orders.

Turns in cash and checks to the office each morning.

Returns all used parts and equipment to the shop for recycling.

Abides by all EPA rules and laws regarding refrigerants, and laws of refrigerant exposure/release

and disposal into the environment.

Answers all office calls in a timely manner.

Checks in as needed to ensure office dispatcher and/or supervisor are aware of status.

Consults supervisor or owner in times of uncertainty.

Since this position is entry-level, from time to time, owner or management may ride along for

training purposes.

Note: The office organizes all scheduling. ST's are not allowed to communicate any scheduling with a

customer at any time, for any reason.

Customer Service, Communication & Personal Attributes

The Service Technician works in close collaboration with fellow technicians, Elite Service

Technicians, Sales Technicians, management and the owner to contribute positively to the GLC

team; and, represents HES in a positive image with a neat appearance and a professional

manner to customers, vendors, suppliers, contractors, and the general public.

Vehicles & Equipment

The ST performs a daily inventory of truck stock, prior to leaving for the day, making sure all parts,

tools and equipment needed for the day are secured.

Employees are required to keep their company vehicle properly stocked with tools and parts on a

regular basis, and to keep the company vehicle assigned to them safely stored at their residence,

and properly cleaned, inside and out at all times.

Employees are required to maintain appropriate fuel levels, and to use company-provided credit

cards for fuel responsibly, including properly documenting vehicle mileage reading at each fill up.

It is the employee's responsibility to be alert to the maintenance needs of the vehicle and to

advise management of all maintenance needs.

Other Responsibilities

Maintain proper certifications required for the HVAC service industry.

Maintain a safe and good driving record, with the ability to qualify for vehicle insurance through

HES’s chosen provider.

Ability to closely adhere to all state vehicular driving laws.

ST's are required to provide their own hand tools to use in the course of their work on a job site.

Ability to maintain a clean working environment and to leave the worksite cleaner than it was

when you arrived. Willingness to wear shoe covers on every call.

Attend weekly meetings, and periodic required educational trainings.

PERFORMANCE METRICS

Acceptable performance standards consists of demonstrating the following five metrics concurently:

Servicing 6 calls per day;

Completing each call within the 2 hour allotted timeframe;

Maintaining a favorable call-back ration, 1 out of 30 (maximum);

Properly entering all required information into the system, with no disciplinary infractions for

missing items; and,

Producing happy customers, as demonstrated by no disciplinary infractions for providing

inadequate customer service.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

EPA-certified, registered with TDLR.

Must have a combination of three years experience in a related field or one year of education in

the HVAC industry.

Demonstrated common knowledge of HVAC principles.

Basic knowledge of HVAC equipment and name brands, such as: Carrier, Trane, Lennox,

Goodman, Diaken, and other well-known brands.

Must have knowledge in heat pump, electric heat system, inverter driven equipment, PSC type

motors.

A good understanding of electricity, science, refrigeration, heat transfer, and temperature control.

Familiar with how to use equipment and tools, such as AMP draw, Ohms Law, high and low

voltage, single and three phase electrical systems.

Knowledge of the fundamentals of refrigeration types, such as R-22 and Puron 410A, and mini-

split systems for commercial and residential applications.

Ability to follow a pre-subscribed, step-by-step method for diagnosing and resolving HVAC issues.

Ability to lift items weighing up to 100lbs safely.

Strong ability to operate under severe temperature condition of 120 or more for long

periods of time.

Ability to climb, stoop, balance, crouch, crawl, or/and kneel continually.

Good driving record; Must qualify for company vehicle's insurance.

Superior customer relations skills: Strong oral communications; Ability to problem-solve, and

diffuse difficult and/or intense customer situations.

Ability write clear and concise job notes.

Extremely detail oriented and organized, with the strong ability to successfully multi-task as

necessary or requested.

Ability to respond adeptly to rapidly changing priorities and ability to work well under pressure.

Proven ability to work unsupervised and make decisions and solve problems independently and

effectively.

Demonstrated success in working as a member of a team and developing effective working

relationships with various constituencies.

Excellent interpersonal skills; Willingness to listen and prioritize corporate team goals over

personal satisfaction or gain.

Commitment to professional ethics working in a sensitive environment.

Extensive electronic communication skills, including intermediate or higher level proficiency with

IPADS and cell phones, and knowledgeable in using industry-specific software equipment.

Must present a positive and professional appearance.

Logistical knowledge of the Greater Austin Metropolitan area.

Must be able to drive to local job sites on a daily basis.

Available to be scheduled for work between 7:00 a.m. - 7:00 p.m., Monday through Saturday, and

to be "on-call" for one week out of every 4-6 weeks, during which time the ST is required to

answer calls 24/7 and reply within 15 minutes.

Work overtime hours, as needed.

Good hygiene and cleanliness is required at all times.

Must adhere to the company uniform policy.

Follow rules and regulations as described in the company employee handbook.

This is an entry-level position. Company-sponsored health insurance is available after 90 days. Vacation

packages begin after 1 year of service.

IMPORTANT NOTE: Employees are NOT allowed to perform sub contract work, subject to

termination.

QUALIFICATIONS

Experience of at least 4 years (Verified) 

Must be 18 years of age or older.

Must have a valid driver’s license with clean driving record.

Must be a U.S. high school graduate or possess a State issued GED certificate/transcript.

Good Driving Record

Criminal Background

SERVICE TECHNICIANS

Meets the above listed skills and duties, and in addition:

Assists in providing on the job training to assigned entry-level Service Technicians, providing

feedback of the employee's development and learning to management and the owner, when

requested.

Provides supervision, motivation, and management of all Service Technicians.

Responds to field requests by Service Technicians for help and information to ensure excellent

outcomes for repair success and the delivery of exemplary customer service.

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Eddies Heating and Air Conditioning

Service Technician Job Description