||SE - #378 Service Experts Heating and Air Conditioning, Ottawa
||Ottawa, ON CA
||HS Diploma or Equivalent
Service Experts Heating and Air Conditioning is a known and
trusted long term provider of HVAC equipment and services. That is
why when you work at Service Experts, you know you are among the
As a leading innovator of home and commercial, heating, cooling,
refrigeration, air-quality, and related services, Service Experts is
committed to helping our people innovate our products and their
Duties & Responsibilities:
Responsible for supervising
and managing the service and installation of products and/or services
of the Branch to KPI’s as established by Area and Branch
Accountable for the KPIs of the Branch, to include but not limited
o Labor Productivity
o Inventory Management
o Customer Satisfaction and Call Backs
o Employee Retention
good relationships with Builders and Inspectors.
SE Standards (appearance, process, etc.)
o Others as
defined by the Branch Manager
· Be proficient at
accessing and interpreting Branch KPI data and maintain all related
coordinate and direct the overall activities of technicians (install,
service and maintenance as appropriate).
· See that all local
codes (including permits) are properly met.
· Directly responsible
for the activities of the service or installation technicians.
· Responsible for
promoting positive branch relations with customers.
· Represent our company
professionally, honestly and ethically in all business matters and
· Abide by
all company procedures, policies and systems and ensure that all
members of the service and installation teams do the same.
· Get work completed per
the company’s 5 Standards of Excellence
· Coordinate with Area
to carry out all service work and installation projects on job
· See that all
safety rules are followed and that all equipment is safe to use.
· Check completed
installs for workmanship, efficiency and proper procedures.
· Check Job Files as
they come in for accuracy and completion of information.
· Keep accurate
inventory records (supplies, parts, materials and equipment).
· Coordinate parts and
supplies replenishment. Create PO’s, receive equipment, verify
invoices, and submit to Area for payment.
· Handle customer
service complaints in a professional manner with the focus on
“more than satisfied customers” in all decisions.
· Support the Sales
Department with assistance in answering technical questions and
· Conduct regular
meetings with installation and all other technical staff to review
past performance and areas of concern, encouraging, motivating and
assisting in lead generation and establishing and reviewing past,
present and future goals.
· Ensure proper
development of service, installation and other technical staff.
· Appoint as necessary,
Lead Service Technicians and Lead Installers to assist in field
supervision and training.
· Assist Service
Technicians, Installers and all other technical staff with major
problems as necessary.
· Perform service,
maintenance, and installation jobs on a regular basis, especially in
peak demand periods.
Health & Safety Roles
· Lead by example by
coaching and supporting the health and safety program with-in
information sessions (safety talks, staff meeting, tool box talks) as
prescribed by the company program(s) or procedure(s)
· Correct or provide the
resources to correct substandard acts or conditions that you may come
to light whether identified by a subordinate or personally.
· Conduct or provide
resources to conduct health & safety training as prescribed by
the company program(s) or procedure(s)
· Conduct health and
safety observations as prescribed by company program(s) or
Conduct Accident/ Incident Investigations as prescribed by company
program(s) or procedure(s)
· Comply with your
duties as prescribed by local legal jurisdiction.
Extensive experience at servicing and installing residential and air
conditioning & ventilation equipment, as well as related
· Must have
a good understanding and overall knowledge of the HVAC/Refrigeration
Demonstrated commitment to the delivery of customer-focused
Exceptional interpersonal, leadership and diplomacy skills necessary
to successfully resolve all customers concerns, problems with the
company and complaints about work performed.
· Excellent written,
verbal and organizational skills.
· Minimum five to seven
years experience in technical position in the HVAC/Refrigeration
understanding and knowledge of all company polices as well as related
procedures and systems.
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