Lead HVAC Technician Baltimore, MD in MONTGOMRY VLG, MD at Sears Home Services

Date Posted: 6/3/2019

Job Snapshot

Job Description

Req/Job ID: 976588BR
Employing Entity: Sears Home Improvement Products, Inc.
Employment Category: Regular, Full-time
Job Function: Repair/Installation
Store ID: 24801: SHP HVAC Washington, DC Exter

The Lead HVAC Technician is responsible for providing timely and quality repairs of customers' products (Heat Pumps, Heating Ventilation and Air Conditioning, Gas and Oil Furnaces & Boilers) while maintaining the highest level of customer service and promotes and sells additional products and services that directly impact the profitability of the Company. The Lead HVAC Technicial is also responsible for providing direct mentoring of new hire technicians during the first phase of their onboarding and working with the district to ensure specialized training is delivered.

Job Requirements


• Diagnoses and repairs appliances and equipment in the customer's home and gives the customer an a ccurate estimate of the cost of repair if applicable
• Recognizes and acts upon every opportunity to drive revenue through the Value Added Services Program (i.e., selling extended warranties, water filters, generating customer interest in new Heating Ventilation and Air Conditioning systems as appropriate) by effectively communicating the benefits to the customer
•Provides direction and technical assistance to other HVAC technicians in the workgroup
•Conducts technical training and mentors other HVAC technicians in the workgroup
•Recommends methods to improve business performance and enhance the customer experience
• Instructs and engages other HVAC technicians on the Value Added Services Processes (i.e., Selling and Customer Pro-Advocacy) through effective communication
• Coaches and trains others on all operating policies used in the Home Improvement business specific to the roles and responsibilities of an HVAC Service and Repair technician (proper truck maintenance and parts inventory management)
• Directs and trains on technical performance metrics including, but not limited to: Net Completes per Day, Customer Satisfaction survey results, First Time Solutions, Recalls, First Time Completes•Recognizes and Communicates existing asset gaps of their assigned workforce to the appropriate District Technical Manager
• Performs other duties as assigned


•18 years of age or older


• Candidates for this position must be an active HVAC technician with a meets or above expectations review for the last 2 review periods and be a certified mentor
• Demonstrates exemplary technicial behaviors to new and incumbent technicians and serves as a positive role model by conveying a positive image of the company in all actions and behaviors & maintaining a high level of professionalism at all times
• Knows, understands, demonstrates and coaches on all tool usage and needs, policies, processes and procedures that apply to the HVAC service and repair technician
• Ability to coach peer technicians in troubleshooting difficult repair diagnoses and effective use of resources
• Strong interpersonal skills, with the ability to work with diverse workgroups, tailoring communication for audience and situation
• Ability to provide candid (both verbal and written) assessments of new hires and incumbent technicians on areas related to ability, effort, training needed, and possible solutions•
• Demonstrates a commitment to safe work practices and coaches others in all aspects of the position including the work/customer environment, use of personal protective equipment, and safe driving
• Ability to drive and travel long distances of over 5 hours, in various weather conditions and in various demographic areas
• Ability to frequently bend, stoop, kneel, stretch, twist, reach and climb & lift/carry up to 75 lbs
• Ability to read, write and speak English


• Previous experience in leading or mentoring a group of technicians (internal or external)