Ridge Heating, Cooling, Plumbing and Electrical is seeking an experienced HVAC Field Supervisor to provide leadership, technical support, and operational oversight for our residential HVAC service team. This role is responsible for ensuring technicians deliver exceptional customer service, maintain high-quality workmanship, operate safely, and achieve performance goals.
The ideal candidate is a hands-on leader who can effectively coach technicians, resolve field challenges, improve team performance, and support the continued growth of the business.
Essential Duties and Responsibilities
Team Leadership
- Lead, mentor, and develop HVAC Service Technicians through coaching, training, and performance management.
- Conduct regular ride-alongs and field evaluations to ensure quality service and adherence to company standards.
- Support technician onboarding and ongoing professional development.
- Foster a culture of accountability, teamwork, and customer-focused service.
Field Operations
- Provide technical assistance and troubleshooting support to technicians in the field.
- Monitor daily workflow, productivity, and service quality.
- Assist with scheduling, workload balancing, and resource planning.
- Ensure service calls are completed efficiently and professionally.
- Help manage field escalations and service-related issues.
Customer Experience
- Support technicians in delivering exceptional customer service.
- Resolve complex customer concerns and service recovery situations.
- Promote customer satisfaction and retention through quality workmanship and communication.
- Ensure company standards and customer expectations are consistently met.
Safety & Compliance
- Enforce company safety policies and OSHA requirements.
- Conduct safety meetings and field audits.
- Ensure technicians maintain necessary certifications, licenses, and compliance standards.
- Promote safe work practices and a safety-first culture.
Performance Management
- Monitor and improve department KPIs including:
- Revenue generation
- Average ticket value
- Maintenance agreement conversions
- Callback rates
- Customer satisfaction scores
- Technician productivity
- Collaborate with management to achieve operational and financial objectives.
- Provide regular performance feedback and coaching.
Qualifications
Required
- Minimum 5 years of residential HVAC service experience.
- Strong knowledge of HVAC diagnostics, repair, maintenance, and system installation principles.
- Valid driver's license with acceptable driving record.
- EPA Certification.
- Strong communication, leadership, and customer service skills.
