SS
Buffalo, New York, United States· Full-time
$65K – $110K/yr
Customer Service
SS
Role overview
Job description
Welcome to T-Mark Plumbing, Heating, Cooling, and Electrical, where passion meets purpose, and every day is an opportunity to make a difference. From the moment you join our company, you'll feel the warmth of our family-like atmosphere and the pride that comes with being part of something truly special. For decades, we've been at the forefront of delivering exceptional service and exceeding customer expectations, with our unwavering commitment to 100% customer satisfaction driving everything we do. Our legacy of excellence is not just a badge of honor – it's a promise we make to each other and to our customers.
We're currently seeking skilled HVAC Service Technicians to join our tight-knit family. As an HVAC Service Technician on our team, you'll have the opportunity to showcase your expertise, tackle exciting projects, and make a real difference in the lives of our customers. From preventative maintenance calls to diagnosing HVAC issues and everything in between, you'll be at the forefront of delivering top-notch HVAC services that our customers can rely on.
HVAC Service Technician Success Metrics:
Customer Satisfaction: Provide clear explanations and educate customers about their HVAC systems, offering preventive maintenance tips and energy-saving recommendations. Maintain customer satisfaction rate through post-service surveys and feedback. Strive to exceed customer expectations and resolve any concerns promptly.
First-Time Fix Rate: Achieve a best-in-class first-time fix rate by accurately diagnosing issues, arriving fully prepared with necessary tools and parts, and effectively completing repairs during the initial service call.
Response Time: Respond to service requests within T-Mark 's defined time frame. Timely response ensures customer comfort and builds trust.
Service Revenue Generation: Diagnose and troubleshoot HVAC equipment issues, recommending appropriate solutions and discussing options with customers. Consistently meet or exceed monthly service revenue targets, contributing to the company's financial growth and success. Identify opportunities for upselling and cross-selling additional services, products, or maintenance plans to customers during service visits.
Service Agreement Enrollment: Successfully enroll customers in T-Mark ’s service agreements, promoting long-term customer relationships and recurring revenue.
Productivity and Utilization: Maintain a high level of productivity by efficiently managing work orders, minimizing downtime, and maximizing billable hours.
Technical Excellence: Perform routine maintenance, inspections, and repairs on residential HVAC systems to ensure optimal performance and efficiency. Demonstrate continuous improvement in technical skills and knowledge through training, certifications, and staying updated on industry best practices.
Inventory Management: Keep track of service vehicle inventory and parts stock, ensuring accuracy and minimizing unnecessary expenses due to missing or overstocked items.
Safety Adherence: Maintain a perfect safety record by following all safety protocols and guidelines. Ensure zero safety incidents or accidents within the performance period.
Documentation Accuracy: Maintain accurate and up-to-date records of service calls, work performed, and parts used in the Service Titan platform.
Team Collaboration: Collaborate effectively with team members, sharing knowledge and assisting colleagues as needed. Strive to maintain a positive team dynamic and contribute to a supportive work environment.
Professionalism and Communication: Uphold professional communication and appearance at all times when interacting with customers.
Attendance and Punctuality: Maintain a consistent record of punctuality and attendance, arriving at scheduled appointments on time and adhering to the assigned work schedule.
Additional Duties as Assigned
#HVAC1
About this listing
- Source: Sila Services's official careers site (via Lever) · last confirmed on the source 29 Oct 2026
- Posted 4 Jun 2024
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How Technician demand looks in United States
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3,386
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What they are looking for
Skills & requirements
Department · T-Mark
Hiring company
Sila Services
Hospitality & Travel
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