Lead Service Technician, HVAC

Concord, NC posted on November 13


Three-Way Plumbing, Heat & Air is looking for a team player who is looking for a career in the heating and cooling industry and a current position as a Lead Service Technician that does heating & cooling for residential homeowners and not someone just looking for a job.  We are offering a $1000 sign-on bonus for the right person who is not only mechanically inclined or a great tradesman, but someone who is great at building relationships with customers.  Ideal candidates will have knowledge of the trouble-shooting components of heating and cooling, experience in replacements, and is mechanically inclined as well as a feeling of satisfaction in serving other people’s needs. 


Troubleshoot, repair, maintain and install HVAC and related equipment as assigned.  Assume day-to-day coordination of specific agreements or projects as assigned to assure contractual commitments are met in a timely, cost-effective manner.


The Lead Service Technician derives his authority from and is directly responsible to the Service Manager. The Lead Service Technician can give direction to other service technicians on specific assigned jobs.


  • Informs client of arrival time prior to arrival and frequently checks in with the client while at the property and informs client and office when leaving the job and when planning to return
  • Explores a client’s service complaint to determine the real issue and the probable cause of the concern
  • Responds to client service concerns with proper amount of sympathy and empathy
  • When the issue is caused by the client’s use of the system (rather than the fault of the system), tactfully instruct the proper use of the system
  • Gives assurance to client that the problem is fixed, explaining the cause and remedy and if the problem has not been fixed offers explanation of situation and suggest next step


  • Determines who in the client’s organization is responsible for the mechanical system being serviced if a property management situation
  • Persuade customers to replace obsolete systems, makes recommendations
  • Offer maintenance agreements, pricing and projects


  • Promptly and accurately completes all required paperwork
  • Gets customers to sign all service tickets
  • Keeps supervision informed of unfavorable news, changes made, disenchantment with price increases by customers
  • Communicates information to all parties who would benefit from it
  • Demonstrates capability and interest in training others
  • Modifies instructions to create understanding in all levels of people regardless of their technical knowledge
  • Instructs property manager’s personnel to the point that they can handle emergencies by themselves and know when to call for service
  • Recognizes what has to be taught to customers and takes required time to do so
  • Can be relied on to train service technicians and trainees
  • Teaches other technicians how to solve problems without solving problems for them


Demonstrates ability to accurately determine job priorities by:

  • adhering to planned call schedule
  • inform the office for scheduling service ticket time concurrent with jobs
  • handling interruptions in stride
  • having the proper tools and materials; completes scheduled tasking when arriving at the job site
  • communicating with the warehouse manager concerning  scheduling any proper maintenance on the service vehicle
  • plans project work to assure service technicians and materials are on the job at the right time




  • Must possess HVAC residential license and EPA card
  • Must have at 5 years of HVAC service experience
  • Minimum of 3 years with a HVAC license
  • Demonstrates capability of handing heavy workload of calls
  • Clean background check
  • Submit to drug testing
  • Clean DMV report
  • Possess own basic hand tools


  • Keeps technical knowledge up-to-date regarding equipment and concepts and assists in the training meetings
  • When presented with a homeowner’s problem, knows what to do and why and whether to repair or replace
  • Searches out and reads applicable manuals
  • Represents the company in taking advantage of technical organizations to improve technical knowledge
  • Uses expert technical knowledge to assist other service technicians in solving problems


  • Upon receiving a customer’s service issue follows systematic questioning techniques and relates answers to the functioning of the systems
  • Follows point-by-point troubleshooting guidelines to find faults in a short period of time
  • Avoids needless callbacks by checking complete system before leaving the job
  • Checks safety and limit controls for proper setting before leaving the job
  • When faced with a seemingly unsolvable problem, seeks out help and solves the problem before leaving
  • Uses proper tools and instruments for troubleshooting
  • Uses expert troubleshooting knowledge to assist other service technicians in solving problems


  • Medical insurance that is company supported
  • Paid personal days off
  • Paid vacation time
  • Paid holidays
  • Extensive and generous retirement plan
  • Company get-togethers and outings
  • Cell phone allowance
  • Continuing education
  • Sign-on bonus
  • Supplemental insurance offered at group discount


Provide support for any special projects as assigned by your supervisor. These special projects may be department corporate in nature and may require extra effort above and over your regular assignment.