In this role, you’ll be responsible for:
· Providing clear explanations and educate customers about their HVAC systems, offering preventive maintenance tips and energy-saving recommendations. Maintaining customer satisfaction rate through post-service surveys and feedback. Striving to exceed customer expectations and resolve any concerns promptly.
· Effectively diagnosing and repairing malfunctioning a/c systems, gas and oil furnaces, gas and oil boilers, zoning systems, hydronic heating systems, as well as other HVAC equipment recommending appropriate solutions and discussing options with customers.
· Achieving a best-in-class first-time fix rate by accurately diagnosing issues, arriving fully prepared with necessary tools and parts, and effectively completing repairs during the initial service call.
· Demonstrating continuous improvement in technical skills and knowledge through training, certifications, and staying updated on industry best practices.
· Responding to service requests within Sila’s defined time frame. Timely response ensures customer comfort and builds trust.
· Completing annual maintenance of heating and air conditioning systems.
· Participating as a member of our on-call rotation schedule for emergency service requests.
· Identifying opportunities for upselling and cross-selling additional services, products, or maintenance plans to customers during service visits.
· Remaining flexible and adaptable in work schedules and work assignments as defined by departmental and organizational needs.
· Maintaining accurate and up-to-date records of service calls, work performed, and parts used in the Service Titan platform.
· Maintaining a consistent record of punctuality and attendance, arriving at scheduled appointments on time and adhering to the assigned work schedule.