Supervisor, Field Operations

About the Role

Manages production of all field employees who install, maintain, and service residential HVAC equipment and accessories. Oversees daily work to ensure adequate staffing, assists technicians with challenging assignments, trains and coaches employees, enforces safety rules, and conducts quality-control checks. Performs service, maintenance, and installation work as needed due to staffing or customer demands. Reports to the Branch Manager.

Responsibilities

• Work directly with RSCs and Managers to schedule and communicate install availability.
• Manage the production schedule to assign technicians and crews for maximum productivity and customer satisfaction.
• Create job folders to prepare warehouse supervisors and technicians for upcoming installs.
• Process job folders post-install: line-item PO’s, enter equipment serial numbers into Stars, ensure accurate Job Pay Worksheets and Warehouse pull sheets, and verify completion of on-site paperwork and customer signatures.
• Collect, correct, and submit timesheets; timestamp all tickets in Stars.
• Verify permits are pulled for all jobs and file permits accordingly.
• Coordinate with 3rd party vendors and customers to resolve any damages incurred during installation.
• Track technician performance, identify areas for improvement, and reward outstanding work.
• Be available by phone during evenings and weekends to ensure smooth install operations and schedule weekend sales.
• Monitor shipping/receiving and perform monthly inventory of equipment and parts to ensure budget accuracy.
• Participate in new hire interviews to maintain proper staffing levels.
• Conduct regular meetings with technicians and helpers to review performance, address concerns, provide training on lead generation, customer service, company products, and reinforce safety practices.
• Conduct quality-control reviews of completed work to ensure adherence to company standards, workmanship, and efficiency.
• Train employees on company processes, procedures, and safety rules.
• Deliver excellent customer service and sustain high levels of customer satisfaction.
• Ensure company property, vehicles, and tools are properly used, maintained, and accounted for.
• Represent the company professionally, honestly, and ethically in all business matters.
• Ensure company vehicles are properly stocked, defective warranty parts are returned, and vehicle standard stock is replenished.
• Complete material requisition forms and related administrative tasks as needed.
• Demonstrate leadership in customer focus, service, and adherence to company policies and safety guidelines.
• Review and monitor upcoming work to optimize scheduling and productivity.
• Serve as a technical resource for the sales staff on products and services.
• Assist the Branch Manager with administrative tasks and other duties as assigned.
• Perform service, maintenance, and installation work to meet customer needs.

Requirements

• High school diploma or GED; additional HVAC training with NATE certification preferred.
• Five years of experience servicing or installing residential heating, air conditioning, and ventilation equipment.
• All valid licensing or certification required by federal, state, provincial, or local laws for the geographical work area.
• Demonstrated basic leadership skills and ability to train others in technical skills and customer service.
• Effective communication skills to resolve customer issues, complaints, or concerns.
• Strong time-management and organizational skills.
• Advanced skills in servicing residential HVAC equipment and related accessories.
• Proficient mechanical aptitude and ability to operate all necessary tools and equipment.
• Ability to read wiring diagrams and blueprints, and troubleshoot electrical, refrigerant, and duct systems on residential HVAC equipment.
• Proficient in starting up and balancing airflow, aligning belts and pulleys on residential systems without supervision.
• Proficient in installing basic duct fittings.
• Advanced skills in troubleshooting and repairing electronic air cleaners, refrigeration systems, hot water systems, steam boiler systems, humidifiers, and related equipment without supervision.
• Ability to calculate heat gain and loss on residential buildings using approved methods.
• Valid driver’s license with acceptable driving record.
• Available to work flexible hours and on-call shifts as needed.
• Ability to stand, walk, climb ladders, attic stairs, and maneuver in attics, basements, and crawl spaces.
• Ability to continually climb, balance, stoop, kneel, crouch, and/or crawl.
• Natural or corrected vision for close, distance, and peripheral tasks with normal depth perception.
• Ability to lift up to 75 pounds and carry items weighing up to 50 pounds.

Benefits

• Competitive pay, including incentive opportunities for many positions.
• Paid Time Off and Company Holiday Pay.
• Medical, Dental, and Vision Insurance programs.
• 401(k) Retirement Savings Plan with company matching contributions.
• Life Insurance for employees, with optional coverage for family.
• Short-term and Long-term disability insurance options.
• Supplemental benefit programs such as legal advice, pet insurance, and health advocacy programs.
• World-class training opportunities through Experts University.
• Career development opportunities.