Field QA Tech

Job Description

Job Description

Description:

The Field Quality Assurance is responsible for maintaining the highest standards of workmanship, safety, and customer service across the service and installation departments. This role acts as the bridge between field operations and management, ensuring that every job meets company SOPs and local codes. While this individual serves as the final technical authority for complex "no-go" situations, their primary focus is on proactive quality assurance, technician accountability, and the continuous improvement of the field team’s technical proficiency.

Key Responsibilities

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

Key Attributes

* 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.