Join us at Morris-Jenkins, voted #1 Top Workplace in the mid-size category by Charlotte Observer in 2016! Our company culture is unmatched (we know how to have fun!). See for yourself by viewing the Morris-Jenkins YouTube Channel. Help us help our customers feel comfortable in their own homes!
Morris-Jenkins is the market leader for residential HVAC service in Charlotte, NC. We are proud of our past and even more excited about our future. Morris-Jenkins Co. continues a 57 year trend of growth and stability. Our customers love us and keep recommending our services, so we're trying to keep up with the constant demand.
SUMMARY DESCRIPTION:
Primarily responsible to prioritize, direct, and supervise all Field Technicians as well as complete service calls to customers. Focus on customer service and delivery of product/service. Provide customer service training to educate and assist Field Technicians with regard to educating customers in choosing service, finance options, and handling customer relations. Provide technical support in the field, inspect jobs/installs, to respond to escalated customer complaints, and to ensure technician compliance with the company’s core values and purpose. General Purpose: Field Service Supervisory, Field Inspections of Jobs, Technical Support, and Customer Service.
JOB RESPONSIBILITIES:
- Prioritizes, directs, and supervises all Field Technicians and installers as well as completing service calls to customers
- Provides consistent and accurate feedback, encouragement, support, professional development, and coaching to Technicians
- Partners with installation, dispatch, warehouse, and any others necessary departments to ensure timely and accurate service to customers in accordance with company standards and procedures
- Provides daily feedback to Service Manager concerning areas in which additional technical training is needed (by technician) and progress
- Resolves escalated customer disputes/complaints to address issues and ensuring an effective and long-term problem resolution
- Partners with contact and dispatch center teams to ensure maximum capacity and efficiency in meeting and/or exceeding the forecasted amount of service department calls and install availability
- Communicates with each service technician to ensure a clear understanding of their goals and expectations
- Ensures that each technician has the parts, materials, and tools needed to do their job
- Helps instill a fun and nurturing culture in Plumbing Dept. with Morris-Jenkins “Easy” principles, Core Values, and Core Purpose
- Assists in contribution and facilitation of the weekly technician meetings with appropriate, positive, and balanced content
- Ensures that safety topics are incorporated into one-to-one coaching conversations, weekly meetings, and training sessions
- Identifies ways to make it easier for technicians to do their jobs
- Monitors and acts on trends in average ticket, warranty calls, callbacks, pass rate of installs and customer complaints
- Updates knowledge by participating in educational opportunities at Morris-Jenkins University or individual training with our company Trainer, and reading professional publications
- Must be able to maintain professional conduct in all work situations, uphold a clean cut appearance, and adapt well to all types of working conditions
- All other duties, as assigned by Manager
MINIMUM JOB REQUIREMENTS:
- 3+ years of residential Plumbing experience with diagnostic troubleshooting, repair service, and installs
- Highly skilled in water heater and tank-less installations
- Valid North Carolina Plumbing Contractor License (NC P1 or P2)
- Exceptional customer service skills
- Proven leadership ability
- Expert technical knowledge related to residential Plumbing
- Keen ability to work accurately, efficiently, and manage multiple tasks
- Committed adherence and enforcement of the company’s core values and core purpose
- Intermediate computer skills
- Strong mechanical aptitude
- Excellent oral and written communication, interpersonal, and presentation skills
- Ability to fluently speak, read, and write in the English language
PREFERRED REQUIREMENTS:
- Prior supervisory or management experience
- Additional Plumbing experience
- Valid South Carolina Plumbing Contractor License
Morris-Jenkins is proud to offer:
- Competitive Pay
- Support (you do what you do best, we take care of the rest)
- Year Round Stability
- Generous PTO (paid time off) Awarded
- 7 Paid Holidays
- Company Vehicle & Gas Card
- Medical, Dental, Vision, Life, Long & Short Term Disability Insurance, and Flexible Spending Account
- 401k Retirement Plan
- Growth Opportunities & Ongoing Training/Development