Service Supervisor

55,000–62,000 per year base salary dependent on experience. Performance bonus package up to $10K annually tied to department profitability. Service Supervisor 548 Mill Street, Sylva, NC 28779, USA Company Overview Ward Plumbing, Heating, & Air strives to be "The most respected, reputable, and recognized HVAC and plumbing contractor in Western Carolina." Founded in 1977, Ward PH&A has established itself within the surrounding community as "The New Standard for 5‑Star Service." We are looking forward to adding a professional, career‑oriented, growth‑minded leader to our team to support and drive excellence within our Service Department. Position Summary The Service Supervisor supports the Service Manager in the daily operation of the HVAC and Plumbing Service Departments. This role focuses on technician support, service quality, operational efficiency, training, customer satisfaction, and field execution. The Service Supervisor serves as a resource for technicians and helps ensure department goals, processes, and standards are consistently met. Essential Job Functions And Responsibilities Technician Leadership & Development Conduct regular one‑on‑one meetings with assigned Service Technicians and assist with individual development plans. Support technician onboarding, training, and ongoing skill development. Assist in monitoring technician performance, productivity, and customer satisfaction. Provide coaching and corrective feedback as needed. Promote a culture of safety, professionalism, and accountability. Daily Operations Assist with the daily management of HVAC and Plumbing Service Technicians. Support dispatch and operations staff in coordinating schedules and workload. Review service invoices for accuracy, completeness, and proper documentation. Ensure technicians clearly communicate work performed, findings, and recommendations on customer invoices. Monitor parts requests and assist in coordinating follow‑up scheduling once parts are received. Verify service vehicles are clean, organized, stocked, and properly maintained. Assist with monitoring technician timesheets and payroll accuracy. Technical Support Serve as a technical resource for Service Technicians in the field. Assist technicians with troubleshooting, repair strategies, and customer concerns. Coordinate manufacturer, vendor, or senior technical support resources when needed. Provide technical assistance for customer questions and service‑related issues. Customer Experience Help ensure a high level of customer satisfaction on every service call. Resolve escalated customer concerns promptly and professionally. Communicate effectively with customers, Client Care Representatives, technicians, and management. Assist with obtaining approvals for larger repairs and service recommendations. Performance & Reporting Monitor technician KPIs including productivity, revenue generation, callback rates, and maintenance agreement performance. Assist the Service Manager in tracking departmental goals and performance metrics.Identify opportunities for operational improvements and increased efficiency. Report field concerns, trends, and technician development needs to the Service Manager. Safety & Compliance Promote compliance with company policies, procedures, and safety standards. Conduct vehicle, equipment, and jobsite safety inspections as assigned. Identify and communicate opportunities for improving safety practices and operational processes. Other Responsibilities Assist the Service Manager with special projects and departmental initiatives. Participate in department meetings and training events. Perform other duties as assigned. Success Factors / Job Competencies Strong leadership and coaching abilities. Excellent communication and customer service skills. Strong technical knowledge of HVAC and/or plumbing service operations. Ability to prioritize multiple tasks and manage changing demands. Strong organizational and time‑management skills. Ability to analyze service issues and recommend practical solutions. Commitment to safety, quality, and continuous improvement. Ability to work effectively with technicians, dispatch, warehouse, and office staff. Ability to maintain professionalism under pressure. Strong attention to detail and accountability. Positive attitude and team‑oriented mindset. Job Type Full‑Time Benefits 401(k) + company matching Health Insurance 100% company paid for employees Dental insurance option Vision insurance option Disability insurance option Employee discount Paid time off including 7 Company Holidays Professional development assistance Schedule Day shift primarily 8:00am to 5:00pm Monday to Friday Evenings, weekends or holidays as required Supplemental Pay Types Bonus performance paid quarterly Education GED or High School Diploma. Relevant industry certifications or training are preferred. Experience 1–2 years of leadership experience Experience tracking and improving key performance indicators (KPIs) Familiar with HVAC & Plumbing Equipment and products, or willing to learn License/Certification NC Driver's License (Required) Work Location Main Office in Sylva, NC 28779 #J-18808-Ljbffr