What are the responsibilities and job description for the Service Quality Trainer position at Michael & Son Services Inc.?
Service Quality Trainer
Position Overview
The Service Quality Trainer architects and leads the overarching customer experience and service excellence strategy across our entire trade operations. This individual contributor transforms technical service delivery into a premium brand differentiator by embedding elite, world-class hospitality standards into field and office operations.
Key Responsibilities:
Strategic Architecture
- Establish premier service benchmarks for all customer-facing trade and support roles.
- Assist with designing the end-to-end customer journey map from initial dispatch call to post-service follow-up.
- Collaborate with executive leadership to align service behaviors with business growth goals.
Advanced CurriculumSoft Skills Training
- Build a comprehensive, scalable curriculum for field and office staff.
- Translate luxury hospitality frameworks into practical, field-friendly communication steps.
- Develop specialized modules for defusing high-stakes escalations and premium client management.
Metrics, AccountabilityQuality Assurance
- Partner with Service Managers to drive customer satisfaction metrics.
- Audit service delivery via field ride-alongs, call monitoring, and "mystery shopper" programs.
- Analyze operational data to identify performance gaps and deploy targeted training interventions.
Qualifications:
- Experience: 10 years of experience in luxury hospitality management and / or training management within residential services, HVAC, plumbing, or electrical sectors. Bachelor's Degree and / or certifications in Hospitality is preferred.
- Luxury Background: Direct, verified prior employment with elite hospitality brands (e.g., Four Seasons, Ritz-Carlton).
- Service Culture: Direct, verified training or employment experience with Disney or Disney-like service culture frameworks.
- Industry: Proven success adapting hospitality principles to various industries specifically decentralized, field-based, or trade industries.
Skills:
- Influence: Exceptional ability to gain buy-in and respect from seasoned trade professionals.
- Data Literacy: Strong aptitude for translating customer feedback metrics into actionable training strategies.
- Agility: Expert at pivoting training methods to support rapid business scaling or new trade lines.