DEPARTMENT: HVAC Service

REPORTS TO: Divisional Manager

SUPERVISES: Maintenance & Service Technicians

The HVAC Trainer is responsible for managing all aspects of Technicians’ technical training including the Apprenticeship Program and advanced technical training while performing quality assurance inspections in the field. The role works cross functionally across all branch teams.

• Manage all aspects of the Apprenticeship Program; recruiting, program entry eligibility, e-learning, lab and in-field training to successful graduation.
• Work with Service Managers, Install Managers and Branch Manager on advanced technical training; lab-style, classroom, vendors’ training for utilized products.
• Work with new Technicians through the onboarding phase.
• Work with Technicians to manage customer complaints deriving from substandard installation or other job-related technical issues. The work is prioritized based on work size, importance and severity of the problem or as directed by the Branch Manager.
• Manage customers’ complaints following installation through root cause analysis to establish responsibility. Propose action plan based on findings. If the problem is attributed to a company quality issue, work with the Technician to ensure full resolution while coaching on technical deficiencies.
• Tend to failed inspections. Correct the problem and ensure next inspection is completed successfully, while coaching Technicians through the entire process.
• Assess individual Technicians’ technical deficiencies and train accordingly, while ensuring customer satisfaction.
• Train Technicians in developing new technical skills to improve their ability to service customers on all product installations.
• Perform Quality Assurance checks based on type of work or based on projected technical challenges faced by Technicians who are still developing strong technical skills.
• Evaluate quality of technical work performed by Technicians by reviewing pictures of performed work and coach / train accordingly.
• Schedule vendor training and class training.
• Support Service System training while providing in-field technical coaching. Provide valuable feedback to Service and Install Managers.
• Network to support hiring of technically competent Technicians.
• Key contributor to the Apprenticeship Program in the technical development of Apprentices – ensure technical proficiency is acquired and consistently demonstrated before Apprentice begins independent work as Service Technician.
• Complete Technician Curbside Evaluation form on each ride along to track and document technician’s progress and to discuss with Service Managers, Install Managers and Branch Manager periodically. This is part of overall performance management.
• Address technical proficiency concerns with the Service and Install Managers to develop a performance improvement plan.
• Work closely with Service and Install Managers to periodically update the performance dispatch matrix to match the most competent Service Technician to the right call; based on technical proficiencies and key productivity metrics.
• Conduct yearly review of truck stock usage and make recommendation to Branch Manager for upgrading or eliminating stock.
• Participate in weekly branch meetings.
• Ensure safety equipment is utilized on all jobs and report any non-compliance to Service and Install Managers.
• Support the branch with other duties as assigned by the Branch Manager.

• Proven leadership, mentorship, and coaching abilities
• Ability to develop a technical training curriculum (both team and individual plan)
• Ability to provide excellent customer service
• Ability to work cross-functionally in a mature, professional and courteous manner
• Ability to solve problems and develop appropriate action plans
• Ability to successfully train a technical workforce by demonstrating technical excellence & patience
• Excellent interpersonal and communication skills
• Excellent organizational and follow-through skills
• Ability to work extended hours, weekends and holidays in line with company’s needs
• Ability to be reached off-hours to support Technicians working in the field, if requiring technical assistance

• Ability to lift and transport up to 80 lbs.
• Ability to travel in the field or to other branches.
• Work is performed in the field 60%-80% of the time.

• Master HVAC license holder Preferred (or Journeyman to test for Master license within 12 months of hire in role)
• Proven record of excellent technical expertise on all types of HVAC equipment & installations
• Minimum of 3 years of field training work in the residential HVAC industry
• Proven record of customer service excellence, and a result-driven approach

Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.