Leads staff members who install, repair and maintain heating and air-conditioning systems in both residential and commercial buildings. Routinely works directly with service and install technicians, dispatch personnel and other managers to ensure customer satisfaction while meeting departmental goals and objectives. Must present himself as a senior company representative, mostly communicates directly with customers, vendors and suppliers to ensure accurate communication of job or project status and requirements.
Schedules, directs and provides technical support for HVAC technicians to meet service demands and customers' expectations
Recruits, interviews, hires and trains HVAC technicians as required to meet workload demands, and company or customer expectations and requirements
Supervises and directs the HVAC technicians to effectively perform the functions of equipment repair, installation, start-up, operation, and other duties as required to ensure customer satisfaction
Reviews technicians' work to ensure quality meets established standards, techniques and safety requirements; makes recommendations as requirements to improve quality and productivity
Responsible for HVAC technicians' performance appraisals, reviews and for setting improvement goals per company requirements
Establishes and maintains a regular training program to ensure that HVAC technicians are properly trained on latest service techniques and safety procedures for equipment and general working conditions
Conducts group and one-on-one meetings with technicians as required for training, evaluation and general communication; participates and/or conducts regularly scheduled departmental safety/informational meetings
Must build great relationship between company and clients. Ensures to follow up on clients even after the service had been done for their HVAC
Communicates daily with dispatch reporting on project information, estimated time to complete jobs, labor hours and parts or material used
Maintains communication with vendors and factory personnel concerning warranty issues, product recall notices, operational problems with products, premature failures and other issues as they apply to products and equipment sold and serviced by the HVAC Service Department
Develops and monitors budgets, goals and objectives to insure departmental profitability
Reviews work orders, invoices and time reports for accuracy, and to ensure timely cash flow and maintain minimal account receivables
Specifies and makes sure that required parts are ordered in timely fashion to ensure work deadlines are met
Monitors HVAC service vehicles to ensure they are in an acceptable condition to allow technicians to efficiently work out of the vehicle, and that an adequate inventory of parts and material are maintained
Generate sales leads; and promotes and develops maintenance/service agreements; estimates and generates bids for contract projects/work
Manages larger installation, start-up and commissioning projects; coordinates and directs a team of technicians and/or installing contractors; performs prestart-up inspections and completes turnover of equipment to owner
Excellent customer service and sales skills
Exhibit an in-depth knowledge and understanding of HVAC and refrigeration systems
Has the ability to read, interpret, utilize and train on manuals, schematics and control circuits related to HVAC and refrigeration systems
Technical aptitude with knowledge of local codes and an ability to use resources at hand to find solutions
Excellent leadership skills to enhance team productivity and standards of work produced
Excellent verbal and written communication skills; and strong conflict management skills
Detail oriented and highly organized with the ability to handle multiple tasks and assignments
Have a clean, neat and professional appearance; a top performer who can instill pride of workmanship in himself and in others
Technical diploma or equivalent. A Higher Diploma in Mechanical or Electrical Engineering is an added advantage
5 to 7 years' experience in installation, maintenance, and troubleshooting and correcting diverse HVAC service issues
English language skills, Arabic is a plus
Valid driver's license and clean driving record
Ability to handle multiple tasks simultaneously and maintain composure under pressure in a fast-paced environment while meeting deadlines
Ability to coach, counsel and train
Good computer skills: knowledge of and proficiency in common office applications such as MS Word, Excel, Outlook and general software navigation
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases