HVAC Production Manager
4 weeks ago
We are seeking a highly skilled HVAC Production Manager to join our team at ABM Industries. As a key member of our operations team, you will be responsible for leading our HVAC service technicians in providing exceptional customer service and ensuring timely completion of projects.
Key Responsibilities:
- Troubleshoot, 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 manner.
- Use expert technical and troubleshooting knowledge to assist other service representatives in solving problems.
- Demonstrate capability and interest in training others.
- Can be relied on to train service technicians and trainees.
- Teach other technicians how to solve problems without solving the problem for them.
- Keep technical knowledge up to date regarding equipment and concepts.
- When presented with a problem, know what to do, and why, and whether to repair or replace.
- Search out and read applicable manuals and online sources.
- Belong to and take advantage of technical organizations to improve technical knowledge.
- Demonstrate capability of handling a heavy workload of calls.
- Upon receiving a customer complaint, follow systematic questioning techniques and relate answers to the functioning of the system.
- Follow point-by-point troubleshooting guides to find faults in a short period of time.
- Avoid needless callbacks by checking the complete system before leaving the job.
- Check safety and limit controls for proper setting before leaving the job.
- When faced with a seemingly unsolvable problem, seek out help and solve the problem before leaving.
- Use proper tools and instruments for troubleshooting.
- Inform the customer when arriving at or leaving the job and when planning to return.
- Explore a customer complaint to determine the real problem.
- Respond to customer complaints with the proper amount of sympathy and empathy.
- When 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.
- Give assurance to the customer that the problem is fixed; explaining cause and remedy; and if the problem has not been fixed, offer an explanation of the situation and suggest the next step.
Requirements:
- Must be 18 years of age or older.
- Preferred Qualifications:
- Customer Service Experience
- One year of lead or supervisory experience
- 2 yrs of commercial HVAC experience
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