HVAC Service Technician at Sila Services in Frederick, MD

Summary: Sila Services is a company focused on nurturing employee growth and providing exceptional training and development opportunities. The HVAC Service Technician will be responsible for diagnosing and repairing HVAC systems, educating customers about their systems, and maintaining high customer satisfaction rates through effective service and communication. Responsibilities: - Providing clear explanations and educate customers about their HVAC systems, offering preventive maintenance tips and energy-saving recommendations - Maintaining customer satisfaction rate through post-service surveys and feedback - Striving to exceed customer expectations and resolve any concerns promptly - Effectively diagnosing and repairing malfunctioning a/c systems, gas and oil furnaces, gas and oil boilers, zoning systems, hydronic heating systems, as well as other HVAC equipment recommending appropriate solutions and discussing options with customers - Achieving a best-in-class first-time fix rate by accurately diagnosing issues, arriving fully prepared with necessary tools and parts, and effectively completing repairs during the initial service call - Demonstrating continuous improvement in technical skills and knowledge through training, certifications, and staying updated on industry best practices - Responding to service requests within Tristate's defined time frame - Completing annual maintenance of heating and air conditioning systems - Participating as a member of our on-call rotation schedule for emergency service requests - Identifying opportunities for upselling and cross-selling additional services, products, or maintenance plans to customers during service visits - Remaining flexible and adaptable in work schedules and work assignments as defined by departmental and organizational needs - Maintaining accurate and up-to-date records of service calls, work performed, and parts used in the Service Titan platform - Maintaining a consistent record of punctuality and attendance, arriving at scheduled appointments on time and adhering to the assigned work schedule - Additional Duties as Assigned Required Qualifications: - Prior heating and/or cooling experience in a residential capacity - Experience upselling additional services as well as selling replacement options when applicable - Ability to prioritize tasks and communicate with customers - Demonstrated excellent communication conflict resolution and interpersonal skills - Demonstrated ability to work as an effective team member and pitch in as needed - Computer skills and use of electronic devices for scheduling, invoice creation and communication to staff and customers required - Must be able to work on a ladder - Must be able to lift 50 pounds Preferred Qualifications: - Service Titan experience preferred Required Skills: Residential HVAC Heating, Cooling, Service Titan Software, Upselling, Sales, Computer Skills, Ladder Use, Manual Lifting Benefits: Comprehensive Health Benefits, Paid Time Off Starting Day 1!, 401(k) Plan with Company Match, Parental Leave, Tool and Boot Allowance, Training and Development Opportunities, Yearly Performance Reviews