HVAC Service Technician (Diagnostic & Repair Specialist)

Position Overview

We are seeking a highly skilled Service Technician to diagnose, repair, and restore HVAC systems for our residential customers. This role is responsible for handling demand service calls, system failures, and advanced troubleshooting, while delivering an excellent customer experience and identifying appropriate repair or replacement solutions.

You are the problem-solver customers rely on when their system isn’t working—and a key driver of service revenue and sales opportunities.

Key Responsibilities

Diagnostics & Repair

• Diagnose and repair residential HVAC systems including furnaces, heat pumps, AC systems, and ductless units

• Troubleshoot electrical, mechanical, and airflow-related issues

• Perform high-quality repairs that resolve issues the first time

• Test systems after repair to ensure proper operation and safety

Customer Communication & Solutions

• Clearly explain system issues, repair options, and recommendations to customers

• Present repair vs. replacement options in a professional, honest manner

• Build trust through transparency and technical expertise

• Provide pricing and options using ServiceTitan

Revenue Generation & Opportunity Identification

• Identify additional repair needs, system improvements, and upgrade opportunities

• Generate leads for system replacement when appropriate

• Offer memberships, IAQ products, and add-ons when they provide real value

• Accurately document all recommendations for follow-up by the sales team

Documentation & System Use

• Complete detailed job notes, including diagnostics, work performed, and recommendations

• Upload photos and ensure all information is accurately recorded in ServiceTitan

• Track time, materials, and job status in real time

• Maintain clean, organized digital records for each call

Dispatch & Team Coordination

• Communicate with dispatch regarding job progress, delays, and availability

• Assist in keeping schedules efficient and on track

• Coordinate with install and sales teams when replacement opportunities arise

• Ensure smooth handoffs when escalation is needed

Qualifications

• Strong HVAC diagnostic and repair experience

• Ability to troubleshoot complex system issues independently

• Solid understanding of electrical systems, airflow, and refrigeration principles

• Strong communication and customer service skills

• Experience with ServiceTitan or similar CRM preferred

• Valid driver’s license and clean driving record

What Success Looks Like

• High first-time fix rate with minimal callbacks

• Accurate diagnostics and efficient repair times

• Strong average ticket through honest, value-driven recommendations

• Consistent generation of qualified sales leads

• Clean, complete job documentation

Compensation & Structure

• Hourly through a training period, normally 60 days, then performance pay.

Why This Role Matters

Service Technicians are the engine of the business. You solve urgent problems, generate revenue through repairs, and uncover opportunities for larger projects. Your ability to diagnose correctly, communicate clearly, and execute efficiently directly impacts profitability and customer trust.