Careers

3 yrs. minimum experience

RESPONSIBILITY

The Service Technician is responsible for revolutionizing the customer experience by ensuring 100% customer satisfaction through the delivery of high-quality HVAC services. This entails maintaining a professional image, accurately diagnosing customer issues, and providing timely and effective solutions. The role supports productivity by distributing the on-call schedule fairly, minimizing overtime, and facilitating Republic’s growth and achievement of sales targets. This role requires a commitment to both superior customer service and operational efficiency.

WORK TASKS

A Service Technician can be expected to perform the following tasks in this role as a routine part of their job:

Customer Experience & Service (40%)
• Uphold and complete the Ultimate Service Process.
• Achieve 100% customer satisfaction and provide a WOW experience.
• Maintain a professional image and adhere to company image policies.
• Handle all customer service calls, including after-hours, with the same level of attention as regular hours.
• Train all technicians to offer accessories on all DS and SA service calls.
• Create and foster positive customer relationships.
• Educate customers about service agreements and offer the Perfect Service Call on every job.
• Distribute referral cards and equipment stickers on each call.
• Use the “How to Ask for a % Star Review” process on every call.
• Address and resolve any customer issues on-site; involve others if necessary.
• Support warranty callbacks with enthusiasm.

Sales & Lead Management (20%)
• Increase CO lead turnovers and improve USA conversion and renewal rates.
• Utilize the technician guide to educate and inform customers about service agreements and accessories.
• Create change out leads for turnover (Tech Set Lead Process) where appropriate.
• Follow up on leads generated from demand service calls.
• Follow up on open estimates.

Technical & Performance Metrics (10%)
• Achieve a first-time call completion rate of 80% and maintain task times.
• Track and measure personal targets for productivity and customer satisfaction.
• Complete all service invoices accurately and legibly.
• Use Flat Rate pricing and technology correctly.
• Perform Quality Checks (QC) on equipment replacements by the Change Out crew.

Training & Development (10%)
• Attend all company-sponsored technical and safety training.
• Review and comply with company policies, laws, and ethics.
• Pursue additional personal skill development in areas such as math, problem-solving, and technical knowledge.
• Achieve and maintain appropriate service certifications.
• Communicate any issues to the supervisor immediately and attend all service meetings and training workshops.

Administrative & On-Call Duties (10%)
• Uphold and maintain the Service Titan paperwork.
• Complete time tickets, inventory counts, and material requisitions accurately.
• Submit paperwork and job notes on time, ensuring legibility and completeness.
• Participate in on-call rotation, adhering to company policies and maintaining availability.
• Follow proper phone etiquette and provide excellent service even during on-call hours.

Truck Care & Inventory Accountability (10%)
• Maintain inventory on your vehicle to company standards.
• Keep the service truck clean and well-maintained.
• Adhere to inventory replenishment guidelines and ensure 100% accuracy.
• Participate in quarterly inventory counts and inspections.

This list is not all inclusive of other tasks and subtasks that may be necessary in performing this role, but rather an overview of the role’s primary work tasks.

CAPABILITIES

The Service Technician has a greater opportunity to succeed if they can develop and master the following job-related competencies and KSAs.

Competencies
• Engaging, Informing, and Influencing Others: Communicating, either verbally or written, with individuals or a group in a reciprocating manner that creates genuine interest in each other’s perspective to advance the other’s well-being or interest through shared knowledge or educating.
• Customer Focus: Ensuring that the customer’s wants and needs are attended to through the delivery of the organization’s products and services.
• Administrative Proficiency: High level of competence in executing a variety of administrative duties, including managing schedules, processing documents, coordinating communications, and supporting organizational functions. It ensures that administrative operations are carried out efficiently, accurately, and in alignment with organizational standards.
• Knowledge Learning, Sharing, & Educating: Learning and sharing knowledge, explaining concepts, or instructing skills between self and others in a way that promotes retention and use of new capabilities.
• Attention to Detail: Accomplishing tasks by considering all details involved, no matter how small; showing concern for all aspects of the job; accurately checking specifications or requirements; being watchful over a period of time.
• Accountability: Takes personal responsibility for the quality and timeliness of work by bravely admitting and owning their mistakes and humbly sharing credit with others if warranted.

Knowledge, Skills & Abilities
• HVAC Systems Basics
• Ability to Use Technology & Systems
• Electrical Systems
• Microsoft Teams/Office Suite Skills
• Refrigeration Principles
• Verbal/Written Communication
• Mechanical Systems
• Interpersonal Skills
• Control Systems
• Time Management
• Installation and Maintenance
• Residential Building Codes and Standards
• Safety Protocols
• Environmental Regulations
• Diagnostic Tools
• Hand and Power Tools

SYSTEMS & PROCESSES

• Systems: Service Titan
• Processes: Sales Process

KEY RELATIONSHIPS

Internal:
• President
• Customer Service Manager
• Office Manager
• Installation Technicians

External:
• Client/Property Owners
• Suppliers
• Subcontractors

Number of Direct Reports: 0
Number of Indirect Reports: 0

PERFORMANCE

Deliverables/Outcomes | Performance Metric (KPI)
• Average Demand Service Call: $425.00
• Average Service Agreement Call: $325.00+
• Average Home Performance Call: $750.00
• Billing Efficiency % in Service: Target 75% (6/8 hours)
• Recall Ratio: 1% or less
• Opportunity Conversion Rate: DS 85%+, SA 70%+
• # of USA Service Agreements Conversion Rate from Demand Service (DS): 60%
• # of USA Service Agreements Conversion Rate from PTU: 75%
• % of Renewals of Service Agreements Sold: 90%
• Technical Training Program Completion: 100%
• # of Leads Turned from Demand Service: 5% (1 of 20)
• # of Leads Turned from Service Agreement: 6.6% (1 of 15)
• 1st Time Call Completion Rate: 80%
• Recommend Me Customer Satisfaction Rating: 4.5 or higher
• 5-Star Google Review: 50% of opportunities
• Service Vehicle Inventory Accountability: 100%
• Maintain Company Image: 100%
• Recall Elimination: 1% or less

This list is not all inclusive of other outcomes that may be required in performing this role, but rather an overview of the role’s primary outcomes.

QUALIFICATIONS

Work Experience and Education

Required:
• High School Diploma or GED Equivalent

Preferred:
• Prior Service Technician Role in HVAC Industry
• 0 to 3 years HVAC experience

Certifications and Licenses

• Certifications
• Licenses: Texas Driver’s License

Essential Functions

• Must stand and walk for extended periods
• Exerts up to 50 lbs. of force frequently to lift/move equipment or materials
• Must have full range of mobility in upper and lower body and extremities
• Requires safe operation and driving of a Company or personal vehicle.
• Must wear individual personal protective equipment (PPE) as required
• Must work outdoors in all-weather/climate conditions
• Must work in small spaces such as attics and crawlspaces in residential homes without cooled or warmed air.