Positions

Work Hours: 7:00am to 5:30pm, Monday – Friday, regular overtime, some weekends

Primary Function: Assists Retrofit mechanics.  Normal duties are to assist in replacement installations of HVAC equipment and systems.  Secondary purpose is to actively pursue training towards becoming a mechanic. General purpose of this position is to accomplish assigned tasks as directed.  

Reports To: Installation Mechanic

General Duties:

• To assist the mechanics during in-house replacements/installations.
• To follow procedures to improve sales and installation.
• To educate customers on systems, equipment, and programs available.
• Maintain cleanliness on all retail jobs sites and ensure customer satisfaction.
• To keep assigned truck clean and stocked as directed by retrofit technician.
• Other duties as directed

Indicators:

• Following directions in a timely manner.
• Presenting themselves professionally to customers and co-workers.
• Cleanliness of jobsites, vehicles, and other assigned areas of responsibility.
• Customer issues due to poor communication or performance
• Degree to which mechanics improve in ability and in efficiency
• Condition and stocking of installation vehicles

Qualifications:

• CFC universal qualified and certified R-22 and R-410
• Valid current drivers license and insurable by MSCO insurance carrier
• Demonstrated interest and ability to learn trade.
• Clean neat appearance
• Positive attitude and demeanor

Available Hours: 9:00am –8:30pm, Monday through Friday, weeknights or weekends as required.

Primary Job Function: To present the company to existing and potential customers in a manner that leaves a favorable impression. To obtain HVAC replacement sales for the company which are both competitive and profitable to the company. To assist the management team in solving customer issues and complaints relative to the customers comfort and overall MSCO experience.

Reports To: Sales Manager

Daily Duties:

1. Keep appointments with customers as scheduled.
2. To be involved with at least one community organization approved by management to promote MSCO within the community.
3. Obtain customers permission and stake a job site sign at every jobsite.
4. Inform customers of all promotions, the benefits of high efficiency equipment and all optional accessories and products.
5. Greet and assist all walk-in customers, establish an appointment to view their home and present proposal.
6. Give sales presentations, as outlined in company selling process, use company presentation and pricing materials.
7. Present a proposal during the first call if practical, to arrange a second call if the first call does not result in a sale, and to always present the proposal in person, never mail or fax this to the customer.
8. To follow up with a multi-option proposal if a sale does not occur during the first call. All proposals will be delivered within 96 hours or during the second call appointment if the appointment is set at time of first visit.
9. Return to completed jobs for post-installation quality checks, ask for referrals, hang neighborhood door hangers, and pick up MSCO yard sign.
10. Turn in all required paperwork to the Sales Coordinator the start of the next business day after the customer signing the contract. Paperwork includes a correctly filled out contract, House Characteristics sheet, House load, Equipment match sheet, Costing Sheet, Job Photos, All pertinent job notes, and a Materials Sheet listing what is needed.
11. Attend the monthly department meeting held on the 3rd Tuesday of each month.
12. Be available to answer questions by customers and coworkers that may arise.
13. Participate in all trade shows, civic events, radio, television, or other functions as needed in order to promote MSCO in the community and generate leads.
14. Other duties as assigned.

Performance Indicators: Certain key business indicators will measure the effectiveness of the Comfort Consultant position.

These include the following:

1. Quality of monthly sales
2. Frequency of meeting target revenue goals.
3. Customer satisfaction with the sale & follow up process
4. Produces self-generated sales through personal networking (15% benchmark).
5. Percentage of accessories or add-ons sold
6. Average Equipment Class (XR/XL/XV) sales mix.

Work Hours: 7:00 – 5:30, Monday through Friday, some Saturdays

Primary Function: Supports revenue generation by the direct supervision of the warehouse team and their efforts.  Establish, monitor, and maintain company inventory, coordinates job staging and tracks material usage ensuring accurate job costing and inventories.  Operates company forklift and checks in and stores stock orders. Directly responsible for upkeep of the building and it’s exterior area in a clean professional manner.  

Reports To: Installation Manager

Daily Duties:

• Directly supervise warehouse and new hires during first 90 days
• Responsible for inventory, upkeep, and tracking of all company tools.
• Responsible of issue and compliance by company personnel of proper eye or other safety ware as needed to follow current safety policies.
• Maintains company vehicle oil changes, inspections, repairs, and records
• Review job schedule for upcoming work to make certain that all shop lists have been turned in for fabrication.
• Reorders stock or orders special material for upcoming jobs or tasks as well as checking pricing to ensure cost control.
• Assist warehouse personnel with stocking, pulling jobs or deliveries.
• Train warehouse and/or training personnel in operation, use, and nomenclature of job materials and trade tools.

Qualifications:

• Valid current driver license and insurable by MSCO insurance carrier
• CFC type II refrigerant card – Universal preferred
• Proven ability to manage, organize, and prioritize stock, job preparation, and deliveries to revenue generators.
• High School graduate, some specific training in logistics, ability to learn and progress internally, College associate degree desired

Indicators:

• Lost installation labor hours due to jobs not ready to load on time
• Organization and cleanliness of warehouse and yard
• Accuracy of paper work, hours & materials inventoried in/out to jobs
• Number of will-call tickets due to not staging correct materials
• Number of emergency stocking orders processed for stock inventory.
• Effectiveness of subordinates in the execution of their assignments

Work Hours: 6:30am to 7:30pm, Monday – Friday, regular overtime, some weekends

Primary Function: Direct supervisor for a two person crew installing heating, cooling, plumbing, ducting, or crawlspace equipment or applications.  Directly responsible for ensuring proper system performance, superior job quality, and complete customer satisfaction. Responsible for providing “on-the-job” training and mentoring for junior mechanics.  

Reports To: Installation Manager

General Duties:

• Supervise two person crew during installation process.
• Install replacement equipment as directed.
• Inspect jobs at start, evaluate work required, order additional material if needed, and ensure end product meets MSCO quality standards
• Test/operate/repair HVAC systems and perform start-up processes.
• Educate customers on existing systems and new equipment available.
• Correctly complete service tickets and submit for processing.
• Accurately report work performed or additional work required as needed.
• Drive, maintain appearance, and report status of service vehicle.
• Inventory service vehicle and maintain stock levels.
• Review job packets daily, ensuring correct materials have been prepped and on loaded.  Verify job contract, notes, equipment, and materials match and that customer agrees with scope of work.
• Monitor truck inventory, daily cleaning and restocking of truck stock items, vehicle check sheets, and overall truck status.
• Quote unlisted repair jobs and obtain approval from customers.
• Other duties and responsibilities as assigned or recognized.

Indicators:

• Callbacks or warranty work due to poor workmanship.
• Degree to which junior mechanics improve in ability and in efficiency
• Condition and stocking of service vehicles

Qualifications:

• HVAC Journeyman eligible for Masters (Master HVAC preferred)
• CFC universal qualified and certified R-22 and R-410
• Valid current drivers license and insurable by MSCO insurance carrier
• Demonstrated ability to motivate employees to higher achievements.
• Two years experience in a Supervisory capacity

Work Hours: 6:30am to 7:30pm, Monday – Friday, regular overtime, some weekends

Primary Function: Team member for a two person crew installing heating, cooling, plumbing, ducting, or crawlspace equipment or applications.  Directly responsible to the team Crew Leader for ensuring proper system performance, superior job quality, and complete customer satisfaction.  Assigned vehicle(s) are to be kept clean, stocked, and in good repair.

Reports To: Installation Crew Leader/ Installation Manager

General Duties:

• Second mechanic for a two person crew during installation process.
• Install replacement equipment as directed.
• Test/operate/repair HVAC systems and perform start-up processes.
• Educate customers on existing systems and new equipment available.
• Correctly complete service tickets and submit for processing.
• Accurately report work performed or additional work required as needed.
• Drive, maintain appearance, and report status of service vehicle.
• Inventory service vehicle and maintain stock levels.
• Review job packets daily with assigned Crew Leader, ensuring correct materials have been prepped and loaded.  Verify contract, notes, materials, and equipment match and that customer agrees with scope of work.
• Maintain truck inventory, daily cleaning and restocking of truck stock items, vehicle check sheets, and overall truck status.
• Assist Crew Leader as directed to complete assigned goals.
• Other duties and responsibilities as assigned or recognized.

Indicators:

• Callbacks or warranty work due to poor workmanship.
• Degree of improvement in ability and in efficiency
• Condition and stocking of assigned installation vehicles

Qualifications:

• Working towards HVAC Journeyman
• CFC qualified and certified R-22 and R-410 – Universal prefered
• Valid current drivers license and insurable by MSCO insurance carrier
• Demonstrated ability to learn and progress within the industry.
• Demonstrated ability to work with customers and coworkers.
• Two years experience in a HVAC technical capacity.

Work Hours: Monday– Friday 7:00 – 5:30pm, some overtime and weekends

Primary Function: Answer telephones and route customers or coworkers to correct persons.  Takes messages as needed and ensures information is conveyed correctly. Assists in scheduling service calls, sales appointments, and meetings as directed.  Monitors schedule boards and apprises customers and management of any delays or appointment issues. This position directly supports the Service Coordinator and Installation Coordinator to ensure smooth work flow.  Responsible for filing completed paperwork and upkeep of customers records as directed

Reports To: Office Manager

Compensation: Hourly, Range is $9.00 to $15.00

Daily Duties:

• Answer telephones and follow up of requests.
• Assist Installation Coordinator in all aspects of sales or installation.
• Assist Service Coordinator in all aspects of demand service.
• Files completed paperwork and organizes customer records.
• Provide assistance in completing job packets.
• Makes happy calls or sends thank you cards to customers as directed.
• Assist in creation and upkeep of reports as needed.
• Maintain, inventory, and order literature with company name & phone as directed.
• Assist development of marketing, advertising and collateral creation of implementation.
• Other duties as assigned.

Indicators:

• Number of customer complaints due to scheduling and follow up.
• Accuracy of filing and upkeep of customer hard records
• On-hand office supplies, literature, and general office materials.
• Completeness and accuracy of customer information in databases.

Qualifications:

• Knowledge of computers including Microsoft Office programs
• Ability to speak clearly in a concise professional manner
• Superior customer service skills
• Demonstrated ability to maintaining records and formulating reports.
• Two years’ experience in an administrative capacity

Work hours: 7:00am to 5:30pm, Monday – Friday, some overtime, some weekends

Primary Function: Answers telephone, schedules service, installation, and sales appointments updating dispatch board as changed.  Schedules installations, permits, any required follow up calls, and repairs keeping comfort consultants, managers, installation teams and homeowners up to date and informed of all apprised of changes as they occur.  Submits, schedules, and monitors permits and inspections in a timely manner. Orders equipment for installations as directed. Clear communications with supervisors, employees, and customers keeping customers appraised as to scheduling, back orders, delays, and estimated lead-times.  Other duties as directed.

Reports To: General Manager/Installation Manager

Compensation: Hourly, Range is $11.00 to $16.00

General Duties:

• Update and maintain schedule board with all sold jobs, communicate scheduling issues with other departments including sales & service.
• Ensure permits and the inspections are called in and followed up.  
• Job packet creation and monitoring.
• Order equipment as directed, identify and resolve delivery issues.
• Permit creation, tracking, inspection scheduling, and completion
• Processes completed jobs, create or update customer ESA’s, and process Wells Fargo financing paperwork ensuring it is accurate and complete.
• Return customer calls in a timely manner, assists or resolves open issues in a fast/efficient manner etc.
• Process extended warranties and customer rebates.
• Process CC XL points at job completion.
• Assist the Warehouse Manager to coordinate with vendors regarding returns, warranty, delivery, etc.
• Other duties as directed

Indicators:

• Number of customer complaints due to scheduling and follow up.
• Inspection issues due to administration errors.
• Accuracy of installation job costing and reports.
• Accuracy of customer information in databases and hard files.

Qualifications:

• Knowledge of computers including Microsoft Office programs
• Ability to speak clearly in a concise professional manner
• Superior customer service skills
• Demonstrated ability to maintaining records and formulating reports.
• Two years experience in an administrative capacity

Work Hours: Monday– Friday 8:00 – 5:00pm, some overtime

Primary Function: Schedules sales appointments and assists sales personnel.  Tracks estimates from inception to completion ensuring all paperwork is in order.  Schedules demand service calls, monitors the service schedule, unscheduled work listing, and after-hours line as required.  Assist the Installation & Service Coordinator when needed. Clear communications with supervisors and customers, keeping customers appraised as to scheduling, back orders, delays, and estimated lead-times.  

Reports To: General/Sales Manager

Daily Duties:

• Answer telephones and/or follow up company leads to schedule sales appointments.
• Assist Comfort Consultants in all aspects of sales
• Process all finance documents & schedule with customer for signage.
• Provide assistance in completing job packets.
• Maintain daily / monthly commission totals, update daily.
• Act as a liaison between Customer & Comfort Consultants.
• Happy call or thank you cards to the customer.
• Prepare weekly, monthly, yearly sales reports: Sales report, Lead Closing report, Lead source report, Maintenance Agreement Report.
• Create any reports deemed necessary to track sales information.
• Maintain Consultant Flat-rate pricing books.
• Maintain, inventory, and order literature with company name & phone.
• Assist development of marketing, advertising and collateral creation of implementation.
• Take service call requests as needed.
• Other duties as assigned.

Indicators:

• Number of customer complaints due to scheduling and follow up.
• Sales Volume
• Accuracy of sales reports.
• Accuracy of customer information in databases and hard files.

Qualifications:

• Computer skills in all areas of Microsoft Office or other relevant programs
• Ability to speak clearly in a concise professional manner
• Superior customer service skills
• Demonstrated organizational and time management skills.
• Two years’ experience in an CSR/administrative capacity

Work Hours: 7:00am to 5:30pm, Monday – Friday, some overtime, some weekends

Primary Function: Answers telephone, schedules service and sales appointments, Maintain service schedules and dispatch technicians.  Assists Service Manager by monitoring and managing the service schedule, unscheduled work listing, and emergency requests to ensure that all calls are addressed promptly.  Maintains clear, concise communications with supervisors, employees, and customers, including keeping customers appraised as to part back orders, delays, company schedules, and estimated lead-times.  Assist the Sales and Installation coordinators as needed or in their absence. Authority and responsibility is derived from the General Manager and Service Manager.

Reports to: General Manager/Service Manager

Compensation: Hourly, Range is $12.25 to $18.75

Daily Duties:

• Schedule and coordinate service or sales calls as received, dispatch technicians, generate and maintain service boards, debrief sheets and work requests.
• Contact customers awaiting parts as parts are received and schedule repairs.
• Maintain records, including ESA’s, service invoicing, scheduling, database information, customer hard files and renewals.
• Assist Service Manager with paperwork and parts returns for all limited or extended warranty work or for warranty parts.
• Assist Service Manager for ordering parts and to maintain service truck and office parts stocking levels.
• Records, maintains, and verifies hourly employee timesheets
• Assists bookkeeper with service accounts receivables
• Other duties as directed or assigned

Indicators:

• Number of customer complements or complaints due to scheduling.
• Number of return trips/call backs due to scheduling inefficiencies.
• Average mileage per technician for work performed.
• Accuracy of customer information in databases and hard files.
• Service tickets being processed in a timely manner

Qualifications:

• Knowledge of computers including Microsoft Office programs
• Ability to speak clearly in a concise professional manner
• Superior customer service skills
• Demonstrated ability to effectively maximize technician assets

Work Hours: 9:00am  – 8:00pm, Monday – Friday, weeknights or weekends as needed

Primary Function: To present the company to potential customers in a manner that leaves a favorable impression thereby obtaining valid sales leads consultants to pursue.  Monitors other lead generators to ensure compliance to company policies and marketing programs. Responsible for scheduling and manning of lead generator booth and/or special event requirements.

Reports To: Sales / General Manager

Daily Duties:

• Work generator booth as scheduled or required to meet company goals.
• Update office of generators and booth status.
• Monitor generators to ensure that MSCO is presented to customers in a favorable manner as directed by the Retail Manager.
• Educate customers concerning the benefits of high efficiency equipment and optional equipment and products.
• Work sales events or shows as scheduled.
• Trains, evaluates, hires, and discharges lead generators.
• Ensures that potential leads are made aware that financing is an available option with system purchases.
• That all paperwork is turned in to the Sales Coordinator by 9:00am the next day following lead generator shift.  
• Monitor all Lowes leads and the value of those leads.
• Be available to answer lead generators questions as they arise.
• Other duties as assigned.

Indicators:

• Quality of overall lead generator leads and paperwork turned in.
• Quality of customer referrals and satisfaction from post-install visits.
• Customer awareness of the MSCO process prior to formal presentation.
• Percentage of Comfort Consult leads to closing.
• Ratio of high efficiency, add-ons, and other mix factor requests.

Qualifications:

• Demonstrated social ability
• High school education with some college preferred
• Demonstrated ability to motivate employees to higher achievements.
• Two years experience in a retail sales environment

Work Hours: 8:00 – 6:00, Monday – Friday, overtime, weekends and on call rotation.

Primary Function: Generates revenue by providing routine cleaning and upkeep of residential HVAC systems and associated equipment. Presents and sells accessories and upgrades by making customers aware of features and the benefits available to them.  Must be capable of performing basic diagnosing and making minor repairs for HVAC equipment failures or customer comfort issues uncovered during maintenance.

Reports To: Dispatcher, Service Manager, Service Team Leader when on call

General Duties:

• Generate revenue by correctly promoting and charging for work performed
• Properly maintain residential HVAC systems through superior maintenance
• Diagnosis and repair of HVAC equipment found bad during maintenance.
• Maintain a correct and up to date inventory of assigned truck stock.
• Explain all services and options to customers before work is performed.
• Complete tickets to include model and serial numbers, material used, work recommended, and additional work authorized at job site before leaving.
• Keep truck and work areas neat and organized and free of scrap and debris.
• Notify office/dispatcher of arrival and departure of each stop.
• Notify office/dispatcher, Service, Operations, or General Manager of any mishaps, customer complaints or problems before leaving the home.
• Provide customers with information on company’s maintenance contracts.
• Inform customers of new systems features and schedule replacement estimates through the office if repairs exceed $250.00, if equipment is over 12 years of age, or if system uses R-22 refrigerant.  Customer’s declining estimates require completion of MSCO Repair Authorization form.
• Other tasks or duties as assigned.

Indicators:

• Truck Volume – Weekly, Monthly, Quarterly, and Annual
• Ticket Average – Weekly, Monthly, Quarterly, and Annual
• ESA Renewal Rate – Weekly, Monthly, Quarterly, and Annual
• New ESA Sales – Precision Tune Up to ESA conversion rate
• Callback Percentage – Workmanship or incorrect diagnosis each month
• Truck Inventory – Number of times that stocked parts are not on the truck
• Sales Leads – Number of sales appointments scheduled through office

Qualifications:

• HVAC Apprentice progressing towards HVAC Journeyman certificate
• CFC qualified and certified R-22 and R-410
• Valid current drivers license and insurable by MSCO insurance carrier
• Proven ability to perform maintenance work at a junior technician level

Career Path:

• • • Service Technician
    • Installation Mechanic
    • Comfort Consultant

Work Hours: 7:30am to 5:30pm, Monday – Friday, some overtime, some weekends expected

Primary Function: Primarily a field staff position responsible for direct sales and installation of Nexia enabled products offered by the company ensuring superior performance and profitability while maintaining a high degree of customer satisfaction.  Secondary duties are to assist others in service and installation as assigned. Responsibilities include company Nexia training, material control, quality control, marketing, lead generation, and installation of company products and services.  Authority is derived from the Service Manager.

Reports To: Service Manager

General Duties:

• Present Nexia products to homeowners during in-home appointments
• Installation of Nexia or other company products
• Completing work orders, warranty forms, and other paperwork as identified thoroughly so the customer and office staff understands the service rendered
• Maintain truck inventory, parts orders, received parts, and will-calls to reduce customer failure and maximize productivity.
• Gather, evaluate, track, and submit sales and installation reports weekly.
• Complete all warranty invoices, making sure that all valid warranty issues are being addressed to the vendor, parts, misc. field materials and labor.
• Securing work for the service department Nexia product line, revenue generation.
• Help Service and Installation Technicians in the field when assigned
• Make sure that service vehicle is clean, stocked, running properly etc.
• Quote sales and installation jobs and obtain approval from customers.
• Other duties and responsibilities as assigned or recognized.

Indicators:

• Nexia revenue averages per month
• Job profitability on jobs sold and installed
• Degree to which unproductive labor or lost time is minimized.
• Missed or incomplete calls due to poor planning or readiness.

Qualifications:

• HVAC, Electrical, or Plumbing experience in the residential market
• HVAC or Electrical Journeyman certification preferred
• CFC universal qualified and certified R-22 and R-410
• Valid current drivers license and insurable by MSCO insurance carrier

Work Hours: 7:00am to 6:00pm, Monday – Friday, evening, weekends, and nights as required.  Some travel required.

Primary Function: Responsible for tactical management and administration of all service and installation administrative functions within the company.  Assists General Manager in the implementation, monitoring, and adjustment of the annual business plan as developed in cooperation with the executive team.  Tasked with pursuing ways to further profitability and growth by streamlining operations and reduce costs where possible. Assists the General Manager as directed to achieve all company goals.

Reports To: General Manager

Responsibilities:

• Conduct activities to insure the integrity, leadership, reputation, solvency, continuity, vision and future of the company.
• Assists in the development and management of the annual department budget and business plan.
• Mentor and develop customer service personnel and assist them to meet personal and professional goals established by MSCO.  
• Assist in establishing and implementing a retail sales philosophy, including sales related policies, pricing, objectives, quotas, and budgets.   
• Responsible for development, monitoring, and evaluation of professional and personal training available for administrative employees.
• Assist in regular review of company practices for operation, vendor pricing, purchasing procedures, and audit inventory periodically.
• Other as identified.

Indicators:

• Company revenue averages on a monthly, quarterly and annual basis.
• Company profitability averages on a monthly, quarterly, and annual basis.
• Percentage of annual growth in the retail sales, service, and install market.

Qualifications:

• Fifteen years administration experience and documented history of successful growth
• Associates degree in Business desired (Bachelors preferred)
• Valid current drivers license and insurable by MSCO insurance carrier
• Demonstrated ability to motivate employees to higher achievements.
• Ten years experience in a departmental management capacity

Work Hours: 7:00am to 6:00pm, Monday – Friday, evening, weekends, and nights as required.  Some travel required.

Primary Function: Manages all company service and installation field operations to achieve the goals of the management team.  Tasked with pursuing ways to further profitability and growth by streamlining operations and reduce costs where possible, the Operations Manager shapes, manages, monitors, and motivates personnel to achieve superior service and installations.  Works to resolve scheduling, procurement, parts, and customer issues as well as assists personnel to overcome technical difficulties. Authority is derived from the General Manager.

Reports To: General Manager

Responsibilities:

• Conduct activities to insure the integrity, leadership, reputation, solvency, continuity, vision and future of the company.
• Assists in the development and management of the annual company and departmental budget and business plans.
• Responsible for development, monitoring, and evaluation of professional and personal training available for employees.
• Assist in the regular review of company practices for vendor pricing, purchasing procedures, and audit inventory periodically.
• Direct supervision of Installation Team Leaders and their teams
• Assist CSR personnel with scheduling issues.
• Review problem invoices and materials, comparing time and spot-checking pricing.
• Ensure tickets detail work performed so customer and office staff understand what was done and accurately depicts job status and points.
• Review inventory, parts orders, received parts, and will-calls with management team to reduce customer down-time and maximize installer productivity.
• Regularly review company policies and pricing with the management team.
• Helping to create revenue generation during off peak periods.
• Assist & train Installation Technicians in the field as appropriate
• Calculate and quote unlisted repair jobs and obtain approval from customers.
• Other duties and responsibilities as assigned or recognized.

Indicators:

• Company revenue averages on a monthly, quarterly and annual basis.
• Company profitability averages on a monthly, quarterly, and annual basis.
• Percentage of annual growth in the retail sales, service, and install market.

Qualifications:

• Fifteen years trade experience and documented history of successful growth
• Associates degree in Business desired (Bachelors preferred)
• HVAC Masters license kept current
• CFC universal qualified and certified R-22 and R-410
• Valid current drivers license and insurable by MSCO insurance carrier
• Demonstrated ability to motivate employees to higher achievements.
• Five years’ experience in a departmental management capacity

Work Hours: 8:00am to 4:30pm, Monday – Friday, some overtime, some weekends

Primary Function: Primary responsibility is to answer incoming phone calls and direct them to the appropriate departments.  Coordinate marketing and advertising efforts as directed by the Office Manager and act as the company receptionist.  Provide general office support to several departments.

Reports To: Office Manager

Compensation: Hourly, Range is $9.00 to $12.00

General Duties:

• Answer all incoming calls and route to the appropriate department/person.
• Greet building visitors in a professional and courteous manner.
• When personnel aren’t available to take their phone calls, forward call to available staff in the appropriate department or take comprehensive written messages.
• Receive incoming, and prepare outgoing daily US mail and internal mail.
• Ensure fax machine & copier have paper loaded are ready to operate.
• Keep reception area neat, clean and organized.
• Assist in preparing letters, marketing pieces, and spreadsheets as directed.
• Assist in maintaining product literature inventory as required.
• Filing as required or as directed by office manager.
• Assist Office Manager in developing monthly marketing plans
• Assist maintaining monthly, quarterly, and annual marketing plans
• Maintain marketing project and advertising program records of advertising campaigns and their success or failure
• Monitor usage of general common office machines
• Maintain fax, copy, postage, and other common machine supplies
• Deliver any outgoing mail to post office drop box at end of each day
• Maintain and order general office supply inventory on a weekly basis
• Order company custom printing items as directed
• Other duties and responsibilities as assigned or recognized

Indicators:

• Ability to maintain marketing plans that reflect changes as directed
• Ability to track co-op monies as expended
• Marketing record-keeping to determine project success or failure
• Promptness of answering calls
• Accuracy in routing calls and delivering messages
• Communication skills; courteous and professional
• Maintenance of office supply stock levels
• Maintenance of product literature stock

Qualifications:

• Associates degree in Marketing or Business discipline preferred
• 5 years experience in a retail or customer service environment
• Proficient in all aspects of Microsoft Office
• Valid current drivers license and driving record

Work Hours: 7:30 – 5:30, Monday – Friday, some overtime, some weekends

Primary Function: Installs residential HVAC equipment, duct and fittings to meet current codes, manufacturers guidelines, and company standards in a timely professional manner.  Have and maintain tools for position and keeps work truck assigned neat, clean, and re-stocked daily. Advises Retrofit Supervisor of assigned job problems to avoid delays and overruns.  Works with Retrofit Supervisor, Retail Manager, and Comfort Consultant team on methods to reduce labor or material costs of installation while maintaining quality.

Reports To: Retrofit Manager

General Duties:

• • • Review jobs each morning with supervisor or Manager, request tools, materials, or equipment needed for the next day by 2:00pm.
    • Complete paper work daily, recording hours and materials used on each job.
    • Complete jobs within budgeted labor hours, meeting company installation standards.
    • Assist Warehouse Person if directed with pulling jobs or fabrication.
    • Keep entire work area neat and organized and free of scrap and debris.
    • Other duties as assigned.

Indicators:

• Number of times jobs are not installed on schedule.
• Efficiency in producing shop items, duct, and duct fittings.
• Accuracy of paperwork for jobs and turned in timely.
• Frequency supervisor is not advised that the job is behind schedule.
• Number of callbacks on workmanship processed each month.
• Number of times fittings are built, or installed incorrectly.
• Cleanliness and organization of the project and van.
• Equipment, tool, or vehicle breaks due to lack of maintenance or neglect.
• Number of times a job fails inspection or quality check.

Qualifications:

• CFC universal qualified and certified R-22 and R-410
• Valid current drivers license and insurable by MSCO insurance carrier
• Tradesman – Journeyman HVAC desired
• Must have own tools for Trade
• Demonstrated ability to perform the work at mechanic level.
• Clean neat appearance, positive attitude and demeanor
• Five years experience in the Retail replacement field

Work Hours: Monday – Friday starting at 7:15am until 5:30pm or later depending on workload, employee is allowed and expected to take an hour daily lunch period, regular overtime, and some weekends are to be expected.

Primary Function: Hourly with bonus based on department performance.  Working Field supervisor responsible for direct tactical supervision of three to five Service Team Leaders running teams of up to four technicians each.  Works directly with Service Dispatcher and the office CSR team to resolve customer complaints, overcome technical difficulties, and to ensure division performance and profitability while maintaining a high degree of customer satisfaction.  Responsible for company technical training needs as well as working with other department Leaders to monitor and improve material control, quality control, and the scheduling of all service field staff to ensure company profitability and growth.  Authority and responsibility is derived from the General Manager.

Reports to: General Manager

General Duties:

• Direct supervision of up to five Service Team Leaders and their teams
• Assist Dispatch personnel with scheduling and service issues.
• Review problem invoices daily, comparing time and spot checking pricing. Ensure technicians detail invoices so customer and office staff understands what service was rendered, what is required, and that that it has been completed or resolved.
• Review service inventory, parts orders, received parts, and will-calls with management team to reduce customer down-time and maximize technician productivity.
• Review warranty invoices with Installation Leader and Office manager to ensure labor errors are corrected and valid warranty issues are being addressed to the vendors.
• Regularly review service policies and pricing with the management team.
• Securing work for the service department, revenue generation during off peak periods.
• Assist & train Service & Maintenance Technicians in the field as appropriate
• Calculate and quote unlisted repair jobs and obtain approval from customers.
• Develop, implement, and monitor training based on departmental and company needs.
• Other duties and responsibilities as assigned or recognized.

Indicators:

• Technician revenue averages per month.
• Degree to which unproductive labor or lost time is minimized.
• Missed or incomplete calls due to poor planning or readiness.
• Degree to which technician’s ability and efficiency improve.
• Increase in number of Maintenance Agreements.
• Condition and stocking of service vehicles

Qualifications:

• HVAC Master Mechanic with current license
• CFC universal qualified and certified R-22 and R-410
• Valid current drivers license and insurable by MSCO insurance carrier
• Demonstrated ability to manage, motivate, train employees to overcome difficulty and become more proficient and successful.
• Five years’ experience in a MSCO Team Leader or equivalent role.

Work Hours: 7:30 – 5:30, Monday – Friday, overtime, weekends and 24 hour on call.

Primary Function: Responsible for diagnosing and repairing HVAC equipment failures and customer home comfort issues.  Works directly with Service Team Leader and Service Manager to improve efficiency and develop new ideas to reduce costs, increase ESA’s, and further company goals.  

Reports To: Service Supervisor

General Duties:

• Properly maintain residential HVAC systems through superior maintenance
• Properly diagnosis and repair HVAC equipment.
• Responsible for maintaining assigned levels of truck stock items
• Explains services and policies prior to diagnostic and repair.
• Charge and collect for all work performed, per company policy/procedure.
• Complete paper work daily, recording all materials used on each job before leaving that site.  Turns in all completed paperwork and related forms with revenue to office daily or as directed.
• Complete quality work on or below budgeted labor hours, per flat rate book.
• Ensure customer satisfaction with services rendered before leaving site.
• Assist retrofit department with installs as required.
• Keep truck and work areas neat and organized and free of scrap and debris.
• Contact the office after each service call to be dispatched to the next call.
• Provide customers with information on company’s maintenance contracts.
• Provide customers with information on new equipment, if repairs exceed $350.00 or if equipment over 10 years of age
• Other duties as directed.

Indicators:

• Number of properly completed service or maintenance calls per day
• Number of calls not complete in a timely manner
• Accuracy of paper work, labor hours & materials charged to clients and turned in timely, with revenue attached
• Number of times office was not advised that the call was behind schedule
• Number of callbacks on workmanship or incorrect diagnosis each month
• Number of times parts are returned, or installed incorrectly
• Cleanliness and organization in the customers’ home or in the company van
• Equipment, tool, or vehicle breaks due to lack of maintenance or neglect
• Number of times that truck stock parts are not on the truck
• Number of sales lead referrals or spiffs on product sold
• Number of prepaid Maintenance Contracts sold

Qualifications:

• Progressing towards HVAC Journeyman certificate
• CFC universal qualified and certified R-22 and R-410
• Valid current drivers license and insurable by MSCO insurance carrier
• Demonstrated ability to perform maintenance/repair work at technician level.
• Two years experience with the HVAC trade

Work Hours: 6:30 – 5:30, Monday – Friday, some overtime or weekends.

Primary Function: Primary responsibility is to ensure that all electrical work handled in-house will meet code requirements and personnel are putting forth the quality of work set forth by our culture.  Will regularly preview and perform follow up inspections on installations, plumbing, electrical, and service repair work as directed. Assigned to assist in service response, plumbing repairs, install completion, staging, ordering, and handling customer issues as directed.

Reports To: Installation Manager/ Operations Manager

General Duties:  

• Performs previews of upcoming jobs as required by Installation Manager
• Assist Service and Installation departments as directed
• Assist Comfort Consultants as directed
• Performs audits on completed work ensuring proper quality control
• Responsible to maintain assigned truck properly stocked and clean
• Charge and collect for all work performed, per company policy/procedure
• Turn in all paperwork & related forms completed properly as directed
• Ensure customer satisfaction with services rendered before leaving site
• Contact dispatch prior to, and after all assigned appointments
• Provide customers with information on accessories, maintenance contracts, extended warranties, and other benefits as indentified.
• To be immediately available to office personnel by telephone
• Other duties as directed.

Indicators:

• Accuracy and timeliness of paper work, material sheets, finance forms, service, and/or installation tickets with revenue attached
• Number of times office was not advised of schedule changes or location
• Cleanliness and organization in the customers’ home or in the company van
• Equipment, tool, or vehicle breaks due to lack of maintenance or neglect
• Ability to maintain proper truck stock of service parts & materials
• Referrals submitted by new installations or service customers

Qualifications:

• Electrical Journeyman working towards Master Electrical (preferred)
• CFC universal qualified and certified R-22 and R-410
• Valid current drivers license and insurable by MSCO insurance carrier
• General knowledge of installation principles
• Demonstrated ability to perform superior repair & installation work
• Four years experience within residential electrical work

Work Hours: 7:00 – 5:30pm, Monday through Friday, some Saturdays

Primary Function: Supports revenue generation by ensuring all materials are pre-staged or delivered to technicians/installers to maximize profitability. Prepares jobs to be ready for the next day ensuring all material has been accounted for on company material and inventory sheets. Checks in returned materials and returns it to stock using material sheets to track usage.  Operates company forklift, checks in, and stores stock orders. Maintains warehouse and grounds in a clean and orderly fashion – may involve heavy lifting.

Reports To: Warehouse Manager

Daily Duties:

• Arrive and be ready to start work by 7:00.
• Assist company revenue generators to prepare and be to jobs on time.
• Notify Warehouse Manager of any shortages on stock items.
• Log in returns and return to inventory.                
• Put away deliveries, mark equipment received with PO and job name
• Pre-stage jobs and repairs in appropriate areas
• Pick up all garbage from warehouse, yard and on building grounds.
• Check schedule for up coming jobs and certain that all material lists have been pulled and staged, notify management if any are missing.
• Fabricate duct fitting, platforms, or materials as needed.
• Other tasks or duties as assigned.

Indicators:

• Lost installation labor hours due to jobs not ready to load on time
• Lost installation labor hours because jobs were not pre-staged correctly
• Organization and cleanliness of warehouse and yard
• Accuracy of paper work, hours & materials inventoried in/out to jobs
• Number of installer will calls as a result of not properly pulling materials
• Number of emergency stocking orders processed for stock inventory.

Qualifications:

• Valid current driver license and insurable by MSCO insurance carrier
• CFC type II refrigerant card – Universal preferred
• Proven ability to unload, prepare, organize, and load trucks and/or jobs

Career Path:

• • • Installation Apprentice
    • Maintenance Technician
    • Customer Service Representative
    • Warehouse Manager