Track technician licenses and certifications and keep them current
Investigate and report accidents, injuries, near misses and vehicle incidents
Oversee truck stock and warehouse inventory to reduce extra trips to supply house
Approve parts and equipment purchases within budget
Coordinate with suppliers and distributors on availability, backorders and returns
Track key numbers such as calls completed, first-time fix rate, callbacks, revenue per technician, overtime and customer reviews
Report service department results to management on regular schedule
Help set department goals and budgets, and recommend process improvements
Approve technician time sheets and review labor hours against jobs
About the role
The HVAC Service Supervisor leads the Rowbel Services field service team, making sure every call is handled safely, correctly the first time and to a high customer standard.
Team leadership and technician development
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Supervise, coach and support a team of HVAC service technicians and apprentices.
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Assist with recruiting, interviewing, hiring and onboarding new technicians.
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Provide hands-on technical guidance and help troubleshoot difficult diagnostic calls in the field or by phone.
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Conduct ride-alongs and skills assessments to identify training needs.
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Organize ongoing training on new equipment, refrigerants (including A2L handling), controls and company procedures.
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Set clear performance expectations, give regular feedback and conduct performance reviews.
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Address attendance, conduct and performance issues promptly and fairly, following company policy.
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Build a positive, accountable team culture and help retain skilled technicians.
Field operations, scheduling and quality control
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Work with dispatch to schedule and prioritize service calls, maintenance visits and emergency calls.
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Match technicians to jobs based on skill level, location and workload.
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Manage the on-call rotation and after-hours coverage.
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Monitor daily job progress and adjust schedules when calls run long or emergencies come in.
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Perform quality-control inspections on completed work and follow up on callbacks.
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Review callback trends and correct root causes through training or process changes.
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Review service tickets, notes, photos and invoices for accuracy and completeness.
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Make sure work meets manufacturer specifications, company standards and local codes.
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Oversee company vehicles, tools and test equipment, making sure they are maintained and calibrated.
Customer service and sales support
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Serve as the escalation point for customer complaints, concerns and warranty issues.
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Visit job sites when needed to resolve problems and restore customer confidence.
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Make sure technicians communicate clearly, explain findings and present repair options honestly.
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Support the growth of maintenance agreements and service plans.
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Pass qualified replacement and upgrade leads to the sales team.
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Review and approve quotes, pricing exceptions and warranty claims within authority limits.
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Build working relationships with key commercial and property-management accounts.
Safety, compliance, inventory and reporting
Safety and compliance
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Enforce company safety policies and OSHA requirements on every job.
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Lead regular safety meetings and toolbox talks.
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Make sure technicians use proper PPE, ladder safety, lockout/tagout and electrical safety practices.