HVAC Service Representative

Job Description

Job Description

Description:

Work Group

Operations

Primary Location 

30% Field (site visits, client meetings, sales visits)

70% Office (quoting and administration)

Summary Objective

The service representative (rep) concurrently manages multiple projects and customer accounts, provides direction to foreman and job leaders ensuring satisfactory coordination and utilization of Marshall Industrial Technologies (MIT) employees (crew) from all Groups, estimates and documents small to moderate size jobs. Develops, nurtures, grows, and maintains customer relationships to promote the growth of their department. Meets with customers regularly to ensure the highest level of satisfaction.

  General Responsibilities  

• Regularly meets with clients and completes sites visits to ensure the highest degree of quality, safety and customer satisfaction are met.
• Ensures safety conformance of all personnel under direction, and for maintaining appropriate communications between the crew, the customer and Marshall management. Leads Incident Root Cause Investigations for Near Misses, First Aids, and Recordables.
• Ensures job quality by completing the project or repair scope according to all designs, plans, and applicable codes and standards associated with the Foreman’s primary discipline.
• Service representative is the primary communicator of project updates, quality requirements, and customer requirements and requests to the Program Manager and Group Manager.
• Ensures miscellaneous record requests are provided, including Material Test Reports and other Validation Support. 
• Supports development of personnel in their home Group, fields of expertise, or other groups or tasks as assigned. 
• Ensures behavior conformance of all personnel under direction to Marshall and/or customer standards. 
• Completes project according project quotation package, with following the staffing costs allocated in estimate.
• Drives Cost Controls – understands cost performance of the project or repair on weekly basis. Escalates cost overruns to Service representative or Group manager as soon as they are discovered. Participates in root cause investigations for cost overruns.
• Prepares bids for projects based on approved designs and works with an estimator. Submits approved bids to customer after appropriate management and formal quality review. ·
• Audits and ensures housekeeping conformance of jobsite, including trailers, trucks, laydown, and waste storage areas, to Marshall and/or customer standards. 
• Develops and maintains their own technical competence.
• Handles routine activities and requirements of the role efficiently and in an organized manner (on automatic). ·
• Completes other supporting tasks as assigned.

Working Relationships ·

• The service representative will report to a Group Manager
• On certain projects, the service representative may be directed by others, such as the customer, a general foreman, or a service representative. 
• The service representative has a supervisory relationship to personnel assigned to projects under management ·
• The service representative has client relationships with our customers 
• The service representative give feedback to foreman regarding suggested training and development opportunities, assisting foreman with training coordination obligations for employee development.

Requirements:

Technical Qualifications

A service representative will generally have prior supervisory experience as a trade foreman and have the expertise of a journeyman in a trade skill relevant to the work. Alternate technical experience such as a technical degree and applicable work knowledge may be substituted.

Job Demands

Physical ability to access jobs, operate equipment, demonstrate work processes, tolerate site environments, and coordinate work shifts as substitute foreman when required.

Important Attributes Lominger Competency No. Description

1 Action Oriented – Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; seizes more opportunities than others.

5 Business Acumen – Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.

12 Conflict Management – Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.

15 Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

24 Functional / Technical skills – Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

29 Integrity and Trust – Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain.

35 Managing and Measuring Work – Clearly assigns responsibility for tasks and decisions; sets clear objectives and measures; monitors process, progress, and results; designs feedback loops into work.

47 Planning – Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results.

52 Process Management – Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can’t; can simplify complex processes; gets more out of fewer resources.

62 Time Management – Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.