Field QA Tech
- Quality Assurance & Compliance Oversight:
- Field Audits: Conduct regular, unscheduled site visits to audit in-progress and completed installations and service calls.
- Standards Enforcement: Ensure all work meets or exceeds company SOPs, manufacturer specifications, and local building codes.
- Reporting: Document audit findings and provide weekly reports to leadership regarding common failure points, technician performance trends, and "re-do" rates.
- Tool & Vehicle Inspections: Periodically inspect technician vehicles and tool sets to ensure proper maintenance, calibration, and stock levels.
- Field QA & Performance Management:
- Technician Accountability: Hold technicians accountable for workmanship quality; issue corrective action plans or additional training when standards are not met.
- On-Site Leadership: Direct field crews on high-profile or large-scale projects to ensure efficiency and precision.
- Safety Compliance: Serve as the field safety officer, ensuring all technicians are utilizing proper PPE and following OSHA and company safety protocols.
- Efficiency Optimization: Identify bottlenecks in field workflows and recommend process improvements to increase "first-time fix" rates and labor efficiency.
- Advanced Technical Escalation (“The Stopper”):
- Expert Diagnostics: Step in as the final resource for "unsolvable" mechanical, electrical, or airflow issues that have exhausted standard troubleshooting protocols.
- Root Cause Analysis: Beyond just fixing the unit, diagnose *why* the failure occurred (e.g., poor duct design, improper charging, or component defect) to prevent future occurrences.
- Commissioning: Oversee the startup and commissioning of complex high-efficiency systems or commercial applications.
- Customer De-escalation & Professionalism:
- Conflict Resolution: Act as the primary technical point of contact for dissatisfied customers, turning negative experiences into positive outcomes through expertise and empathy.
- Professional Representation: Model the highest level of professionalism, clean-cut appearance, and communication for the rest of the field team to emulate.
- Clear Communication: Translate complex technical failures into easy-to-understand explanations and solutions for homeowners.
- Mentorship & Workforce Development:
- Structured Ride-Alongs: Conduct scheduled ride-alongs focused on both technical skills and soft skills (customer service/sales).
- Training Curriculum: Help develop and lead weekly technical training sessions in the shop or classroom.
- Onboarding: Assist in the technical vetting and onboarding of new hires to ensure they meet the company’s baseline competency requirements.
- Experience: 10+ years in HVAC service and installation, with at least 2–3 years in a lead or supervisory capacity.
- Technical Mastery: Expert-level knowledge of split systems, heat pumps, furnaces, inverter technology, zoning, and duct design.
- Licensing: EPA Universal Certification (Required); NATE Certification (Preferred).
- Leadership Skills: Proven ability to manage different personalities, deliver constructive criticism, and lead by example.
- Admin Skills: Proficient in using Field Service Management (FSM) software (e.g., ServiceTitan, FieldEdge) and mobile technology for reporting.
- Driving Record: Must possess and maintain a clean driving record and a valid driver’s license.
- The "Standard-Bearer": Unwilling to compromise on quality or safety.
- Analytical & Systematic: Approaches problems and audits with a checklist-oriented mindset.
- Effective Communicator: Can speak the language of a "greasy-wrench" tech and a "white-glove" homeowner with equal effectiveness.
- Decisive: Able to make tough calls on the job site regarding safety or work quality.
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