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Service Supervisor

2 weeks ago

Ashburn, Virginia, United States The Tustin Group Full time $60,000 - $120,000 per year

At The Tustin Group, we foster relationships by keeping people informed—because transparency builds teamwork, and teamwork builds trust. And trust is one of our core values.

We're currently looking for a dedicated and results-driven HVAC Field Service Supervisor to lead our service operations and ensure exceptional client experiences. If you're someone who thrives on leadership, values operational excellence, and wants to be part of a company where your work truly makes a difference—we want to hear from you.

Here's what you can expect when you join our team:

  • Medical, Dental & Vision Coverage – Your health matters to us, and we offer comprehensive plans to keep you and your family covered.
  • Employer-Paid Short-Term & Long-Term Disability Insurance – Income protection when you need it most.
  • Employer-Paid Life Insurance – Peace of mind for you and your loved ones.
  • 401(k) with Company Match – We help you plan for the future with a solid retirement plan and employer contributions.
  • Generous PTO – We believe in taking time to recharge. Enjoy vacation days, paid holidays, and personal time off.
  • Paid Day Off for Your Birthday – Celebrate your day, on us.
  • Growth Opportunities – Your path doesn't stop here. We promote from within and support your development every step of the way.
  • Team Events & Gatherings – From barbecues to holiday parties, we value time spent building relationships beyond the desk.
  • Office Culture That Respects You – Work in an environment that values your voice, respects your time, and supports your success.

Full job details below:

Summary:

Responsible for leading and supporting field and office operations to ensure high-quality service delivery, customer satisfaction, and team development. This role balances technical expertise with supervisory responsibilities and strategic oversight, contributing to operational excellence and business growth.

Essential Duties and Responsibilities:

  • Lead and guide staff to understand customer needs and market dynamics, facilitating effective sales strategies and responses to cancellations and salvage plans.
  • Split time evenly between office-based supervisory responsibilities and field-based technical duties.
  • Perform office tasks including, but not limited to, providing service quotes, approving job-related tasks, and interacting with internal and external stakeholders both verbally and electronically.
  • Promptly address customer complaints, ensuring resolutions that foster long-term relationships and satisfaction.
  • Respond swiftly to customer trouble calls, resolving issues efficiently to reinforce confidence and service reliability.
  • Delegate tasks and organize workflows, audit staff performance, and recommend personnel actions such as hiring, promotions, or training.
  • Motivate and train staff to enhance skill development, professionalism, and overall service quality.
  • Conduct regular status meetings, compile operational insights, and make recommendations for service improvements.
  • Support sales objectives by generating leads, promoting new business opportunities, and maintaining current pricing knowledge.
  • Manage material procurement processes, ensuring timely requisitions and coordination with sales and field operations.
  • Supervise personnel effectively, addressing performance, training, and disciplinary matters in accordance with company policies.
  • Foster a collaborative and positive work environment, balancing team and individual responsibilities.
  • Identify and resolve operational challenges, pursue continuous improvement initiatives, and support quality assurance efforts.
  • Demonstrate integrity, professionalism, and adherence to organizational values and policies in all interactions.
  • Perform other job responsibilities as assigned.

Experience and Skills:

  • High school diploma or equivalent required; additional relevant certifications or industry-related degrees preferred.
  • Minimum of 5 years of industry experience in roles with increasing responsibility.
  • Prior experience leading a team of field technicians strongly preferred.
  • Solid understanding of mechanical systems with the ability to identify and propose cost-effective solutions.
  • Strong verbal and written communication skills; ability to interact effectively with diverse stakeholders.
  • Proficient in data analysis, problem-solving, and decision-making in dynamic environments.
  • Familiarity with inventory and scheduling software, as well as standard office applications (e.g., Excel, Word).
  • Proven ability to motivate, train, and lead teams toward shared goals, fostering a culture of accountability and excellence.
  • Commitment to customer satisfaction and responsiveness.
  • Ability to manage multiple priorities and thrive in a fast-paced, evolving work environment.

Physical Demands:

Work is performed in both office and field environments.

  • Regularly required to stand, sit, talk, hear, type, and operate office equipment including computers, printers, and calculators.
  • Must be capable of lifting and/or moving up to forty (40) pounds.
  • Specific vision abilities required include close vision, distance vision, and the ability to adjust focus.
  • Ability to distinguish colors and perform repetitive fine motor tasks frequently.
  • Must be able to navigate uneven surfaces and climb ladders.
  • May be exposed to temperature fluctuations and confined spaces.

Work Environment:

Work is performed in a combination of indoor office settings and outdoor field environments. Exposure to varying weather conditions, confined spaces, and mechanical equipment may occur.