N.E.T.R. Inc.
  • Service
  • North Andover, MA, USA
  • Salary
  • Full Time

We are a very successful HVAC company, located North of Boston, looking to hire a Technical Field Service Manager to help support our Company and Service Technicians.  The ideal candidate will be able to bring positive energy to the role and be highly motivated, dependable and experienced. 

  Are you ready to join our team?

We understand that your time is valuable and that is why we have a very quick and easy application process. If you feel that this position would be a great fit for you, please fill out our 3-minute mobile-friendly application so that we can review your information. We look forward to meeting you! 

This job requires 70% time in the field and 30% time in the office.

Job Summary

The Technical Field Service Manager provides technical service expertise to the company. This includes overseeing the daily dispatching of the Service Technicians. Other duties include making sure all Service Technicians are properly  trained, and following up after completion. Assisting Service Technicians in the field.  Making sure calls are followed up on and are closed out.  The Technical Field Service Manager is expected to assist growth of the Service department to the Sales department for maximum profitability.

Essential Duties and Responsibilities 

  • Maintains a consistent and positive attendance pattern
  • Responsible for the profitability of the Service department
  • Responsible for making sure that all Service Technicians are properly trained
  • Provide accounting with daily billing issues by 10:00 am
  • Make sure that the Service Technicians detailed the invoice in a thorough manner so the customer understands the service rendered and the problem was taken care of
  • Review all warranty invoices, making sure that all valid warranty issues are being addressed to the vendor, parts, misc. field materials and labor
  • Responsible for determining and setting service inventory policies
  • Securing work for the service department, revenue generation
  • Help Service Technicians out in the field on a daily basis
  • Plan for seasonal fluctuations in the business by making sure maintenance contracts are offered to all customers and making contract sales goals
  • Maintenance of Service inventory stock
  • Provide quality customer service
  • Assist with quoting retrofit jobs "on demand"
  • Assist with quoting large repair jobs and obtain approval from customers
  • Assist with setting training schedule and performing training
  • Performs site visits and assess sites for customer quality assurance
  • Assists the Sales department on the sales of preventative maintenance contracts
  • Responsible and accountable for quality customer service on all maintenance agreements.
  • Ability to speak professionally and communicate effectively with customers
  • Ability to manage and discipline, when necessary, a team of Service Technicians in the field and measure performance through annual  reviews

Qualifications

  • 5-10 years of field service experience with HVAC and Refrigeration equipment
  • 150 hours of Massachusetts electrical code
  • 750 hours or one year of technical school training
  • Must be able to work from 7:00 am to 5:00 pm Monday through Friday
  • Occasional weekends when technical assistance is needed and possible field calls in emergency situations
  • Must have excellent oral and written communication skills with regards to dealing with potential customers and employee conflicts
  • Ability to manage the tasks of 17-20 Technicians per day
  • Ability to perform technical in-house training and measure performance of the training by the Service Technicians and recommend improvements if needed
  • Clean driving record in Massachusetts and New Hampshire
  • Proficient in Word, Excel and remote field service manager software tools

Licenses

  • Scissor Lift Certified card
  • Fork Lift Operation card
  • EPA Certification Universal card
  • OSHA 10 required OSHA 30 preferred
  • Massachusetts Refrigeration license (preferred)
  • NATE basics -Ready to Work (preferred)
  • Massachusetts Sheet Metal license (preferred)
  • Massachusetts CSL license (or willing to be tested and obtain) (preferred)

We are an Equal Opportunity Employer

N.E.T.R. Inc.
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