Residential HVAC Call by Call Supervisor

1 week ago

Lancaster, California, United States DS Heating and Air Full time $60,000 - $90,000 per year

The Call by Call Service Supervisor plays a critical role in ensuring seamless field operations by providing real-time oversight and support to our technicians. This position involves monitoring service tickets, offering technical guidance, and facilitating smooth customer interactions to drive efficiency, customer satisfaction, and business growth.

Key Responsibilities:

  • Oversee and review each technician's service ticket in real-time while they are in the field, ensuring accuracy, completeness, and compliance with company standards.
  • Provide immediate technical support to technicians for troubleshooting issues, diagnosing problems, and recommending solutions.
  • Assist in building and refining service proposals, including cost estimates, scope of work, and timelines to meet customer needs.
  • Handle direct sales communications between technician and customer in real time.
  • Handle customer communications, including follow-ups, issue resolution, and escalation management to maintain high levels of satisfaction.
  • Collaborate with dispatch, sales, and management teams to optimize workflow and address any operational bottlenecks.
  • Track performance metrics for technicians, identify training needs, and implement improvements to enhance service quality.
  • Ensure adherence to safety protocols, industry regulations, and company policies during all field activities.

Qualifications and Requirements:

  • Minimum 5 years of experience in HVAC service, with at least 2 years in a supervisory or leadership role.
  • Strong technical knowledge of residential HVAC systems, including diagnostics, repairs, and maintenance.
  • Excellent communication skills, with the ability to provide clear guidance to technicians and interact professionally with customers.
  • Proficiency in service management software (e.g., ServiceTitan, FieldEdge) and Microsoft Office Suite.
  • Ability to multitask in a fast-paced environment, with strong problem-solving and decision-making skills.
  • HVAC certification (e.g., EPA 608, NATE) preferred.
  • Valid driver's license and willingness to travel to job sites as needed.

Job Type: Full-time

Pay: $70, $90,000.00 per year

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Life insurance
  • Paid time off
  • Professional development assistance
  • Referral program
  • Vision insurance

Ability to Commute:

  • Lancaster, CA Required)

Ability to Relocate:

  • Lancaster, CA 93534: Relocate before starting work (Required)

Work Location: In person

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