Technician Level 2

Job Description

JOB TITLE: Technician Level 2

EMPLOYER: Loving Air Inc

DEPARTMENT: Service

REPORTS TO: Service Manager

EFFECTIVE DATE: 11/1/2023

SUMMARY: It takes a team with winning behaviors to provide our level of customer

service and stay true to our core values. Whether in a customer’s home or at

our office, present yourself as a true professional when communicating, always

be respectful and treat others with respect.

DUTIES AND RESPONSIBILITIES:

• Generates and develops new business to meet specified production goals.

• Maintains and nurtures existing client relationships.
• Responds to all inquiries and requests in a timely and professional manner.
• Prepares and presents sales proposals.

• Understands and communicates information regarding company products, services, and policies and procedures to new and existing clients.

• Possesses and maintains thorough knowledge of HVAC industry product information.

• Continually gathers information on local competition and prevalent industry and business climate within the region; communicates information to management and others as needed.
• Ensures that all required client paperwork is complete, accurate, and submitted on time.
• Provides timely and accurate reports as required.
• Attends and participates in business/trade events that impact business unit.

• To remain a Technician Level 2 must always Exceed Level 1 Performance Expectations
  • Level 1 Performance Monthly Expectations
    • Total Truck Revenue $19,800
    • Revenue Per Call Average $300
    • Additional Products Revenue $5,000
    • Close Rate on Calls 35%
    • Systems Per Month 66
• Performance expectations and training will always be focused on the following critical skills:
  • Technical competency
  • Customer Service
  • Communication Skills
• These expectations will be reviewed weekly utilizing the following tools
  • Service Titan
  • Service Manager assessments of your performance.
• To be considered for advancement to a Level 3 technician, must maintain the Level 2 position and meet or exceed them in 3 out of 4 consecutive months while working towards the expectations of Level 3. Once this this is achieved, promotions will be issued at the Management’s discretion. Promotions will be issued based on performance, your demonstration of leadership, your generation of online review, your sales of club memberships and your representation of our core values.
  • Level 2 Monthly Performance Expectations
    • Total Truck Revenue $50,000
    • Revenue Per Call Average $750
    • Service Call Average $350
    • Close Rate on Calls 40%
    • Turn Overs Generated 15% on Opportunities
    • Systems Per Day 3
  • Level 3 Monthly Performance Expectations
    • Total Truck Revenue $90,000
    • Revenue Per Call Average $1360
    • Service Call Average $500
    • Close Rate on Calls 45%
    • Conversion Rate on Opportunities/TO 25%
    • Systems Per Day 3
• Generate online reviews
• Compensation Schedules
  • Maintenance Compensation
    • Hourly Rate
    • Spiffs (membership sales and other items at company discretion)
    • Monthly Bonus Opportunity
• Bonus Opportunity and Eligibility
  • A bonus is a privilege, not a right. You must meet all qualification minimums and expectations to qualify for a bonus. You must have been employed for the full period to be eligible for a bonus (i.e., if your employment begins or ends mid-month or mid-year, you are not eligible for that bonus). Each service level has different expectations, bonuses and minimum requirements to remain in the current position and earn a bonus.
  • Level 2 Bonus Plan
    • Tier 3 Bonus 2% of Revenue Generated $95,000
    • Tier 2 Bonus 1.5% of Revenue Generated $75,000
    • Tier 1 Bonus 1% of Revenue Generated $60,000
    • Below $60,000 there is no bonus
  • The bonus calculation will occur on the 15^th of the following month. Then paid by the end of the current month. However, in the following month, if any revenues not paid in full have been paid in full, we will review the prior bonus period. If the prior period bonus were higher, the difference would be paid that the time of the current month’s bonus. Note: we will only review a prior period once.
• Call Backs
  • Qualifications of a Call Back
    • Service/Maintenance
      • Within 30 days of last call including call backs
      • No warranty repairs
      • No charge to customer
      • Can not bill any 3^rd party
    • Install
      • Within 365 days of original install.
      • Last technician on site is responsible for entire system.
      • No warranty repairs
      • No charge to customer
      • Can not bill any 3^rd party
  • Bonus deduction due to call backs
    • Following deductions will be taken from any bonus or spiff available to the technician.
      • $75 per hour for call backs run by the technician
      • $99 per hour for call backs run by another technician
      • $150 per hour for after hour call backs, portal to portal
• Replacement Opportunity Scheduling Bonus
  • Technicians will be eligible for a $200 bonus for scheduling a lead on a replacement opportunity.
    • Qualifications
      • Lead is set by office staff or management after confirmation call
      • Lead is run by anyone qualified as determined by management to run the call
      • The customer is provided a quote by sales
  • Technicians will be eligible for an additional $100 if any replacement lead, they set is sold, installed and collected.
    • Only one technician will receive this bonus.
    • The technician that scheduled the appointment will receive the bonus if it is sold within 14 days of the day the appointment was set.
• Weekly Scheduling, On Call, and Dispatching
  • Technicians’ schedules are Monday thru Friday, with first appointments scheduled at 8AM or 9AM (Late Starts are given on a need basis) on non-meeting days and based on the company needs. Whether you start your cay at 8AM or 10AM, you will be expected to arrive at your first call a minimum of 5 minutes before the scheduled time. You can be dispatched to yoru last call 8 hours and 30 minutes after you scheduled start times (4:30 PM early start or 6:30 PM late start) and possibly later, depending on the workflow on any given day. In addition, you will also be scheduled to work on call shifts based on the needs of the company. You will be given a schedule at least 3 months in advance. If you would like to switch the days assigned, you must get another Maintenance Technician to switch with you. If you find someone to switch, you must do this in writing, and it must be approved by both the Service Manager and General Manager no less than 14 days in advance. All technicians are required to attend at least one meeting each week and other meetings as assigned.
• Peak Weather
  • When the weather is at it highest or lowest, expect to work until all calls are satisfied. This can include working into the latter part of the evening.
• Represent our core values
  • Sense of Urgency
  • Positive Attitude
  • Team Player
  • Willingness to Learn and Teach
  • Integrity
• Represent our company Focus
  • To provide premier HVAC services to residential homeowners and faith-based organizations near where we live.
• A Level 2 technician primarily focuses on our membership (maintenance) customers with systems under 10 years old.
• Performs other related duties as assigned by management.

SUPERVISORY RESPONSIBILITIES:

• This job has no supervisory responsibilities.

All tools required of a Level 1 Technician are also required of a Level 2, 3 and 4.

Additional Required Technician Supplied Tools:

1. Electronic Leak Detector 1
2. Refrigerant Scale 1
3. Vacuum Pump 1
4. Gauges with Shut-Off Valves 1
5. Temp Clamps 1
6. Digital Psychrometer 1
7. Schrader Tool 2
8. Pump Down Tool 1
9. Micron Gauge 1
10. Gas Manometer 1
11. Megnahelic 1
12. Motor Puller 1
13. Tube Cutters (large) 1
14. 2’ Level 1
15. Paduit Gun 1
16. Tin Snips (S-R-L) 1
17. Adjustable Wrench Set 1
18. IR Thermo Camera 1
19. Combustion Analyzer 1
20. Nitro Tank Regulator 1
21. Torch Tanks 1

QUALIFICATIONS:

• Meet or Exceed Technician Level 1 performance requirements 2 out of 3 consecutive months.
• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience.
• Certificates, licenses and registrations required: EPA 608
• Computer skills required: Email, Service

COMPETENCIES:

• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Develops realistic action plans.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.
• Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Frequently required to stand
• Frequently required to walk
• Frequently required to sit
• Frequently required to utilize hand and finger dexterity
• Frequently required to climb, balance, bend, stoop, kneel or crawl
• Frequently required to talk or hear
• Occasionally required to taste or smell
• Frequently exposed to wet and/or humid conditions (non-weather)

• Continually work near moving mechanical parts
• Occasionally work in high, precarious places
• Continually work around fumes, airborne particles, or toxic chemicals
• Continually exposure to outside weather conditions
• Occasionally exposure to extreme heat or cold (non-weather)
• Occasionally exposure to bloodborne and airborne pathogens or infectious materials
• While performing the duties of this job, the noise level in the work environment is usually moderate
• The employee must occasionally lift and /or move more than 300 pounds / frequently lift and/or move up to 50 pounds / continually lift and/or move up to 25 pounds
• Specific vision abilities required by this job include: Close vision; Distance vision; Color vision; Peripheral vision; Depth perception and ability to adjust focus
• Additional remarks regarding work environment: Often work outside, in crawlspaces and attics.
• Specialized equipment, machines, or vehicles used: Fork Lift, Company Vehicles, Torches, Gauges, Vacuum Pumps, Recovery Machines.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.