Fireplace Service Supervisor

Fireside Hearth and Home (FHH) is looking to add a Fireplace Service Supervisor in our Roseville, MN.

Fireside Hearth & Home is the world's largest and leading fireplace installing distributor and retail dealer in North America and a subsidiary of Hearth & Home Technologies - the largest manufacturer of fireplace products and an HNI Corporation operating company. Fireside is a team of 400+ hearth experts located across 6 regions, 12 states and 29 branches across the USA. Check us out at www.fireside.com.

• leadership, direct supervision and assistance to FHH Service Technicians in the field
• act as the technical and process expert, providing phone and onsite assistance and training to technicians in the field, and bring escalated field calls to a satisfactory resolution
• support the profitability of the company by performing revenue generating service calls, field work and resolving field escalations

Key Responsibilities:

Leadership & Supervision

• • Manages the performance of the assigned branch/division service technicians, including hiring, development, termination, and ongoing performance reviews
  • Provides feedback and ongoing training / mentoring to technicians and other members as needed
  • Monitors technician's hours worked based on business need to ensure timekeeping accuracy for sign-off and payroll submission
  • Review daily service jobs for accuracy and potential parts needed

• • Possesses full knowledge of after-market product line and utilizes and trains team on consultative sales techniques to sell after-market service products and accessories to consumers to meet established sales targets
  • Takes a lead role in handling escalated customer interactions and call-backs following through to positive resolution
  • Performs field safety audits
  • Performs install previews and post-views on service and startup work performed by members and subcontractors as needed
  • Research jobs in Prophet 21, products, parts and materials in myhht.com to ensure understanding of any previous service calls or installation issues for service calls
  • Assist in approving EFS tickets in workflow
    • Phone and field support for Service Technicians
    • Dispatch technicians by resolving any product discrepancies on orders, providing guidance on service calls, and ensuring adequate job supplies are on hand.
  • Commercial service project management

• • Maintains effective communication with all (operations, sales, branch, field) departments to ensure that the service call is completed and meets quality standards
  • Maintains FHH professional image by following company grooming and uniform standards
  • Responsible for understanding and complying with all FHH standards, service standards, procedures and training which also includes:
    • Reading manuals, completes online training and conducts hands on study of products to learn and maintain knowledge level
    • Attends and successfully completes all company provided training per timelines assigned
    • Follow all FHH and OSHA and company safety requirements and procedures
  • Complete all paperwork or E-tickets through EFS completely and neatly
  • When needed due to capacity, also spends time performing revenue generating service calls and field work which can include:
    • Communicates effectively with customers to provide needed information with a high degree of professionalism
    • Ability to diagnose and repair fireplace components to resolve operating problems according to manufacturers specifications (including and not limited to ignition systems, gas pressures, venting, mechanical, and house pressure)
    • Uses diagnostic tools such as manometer, multimeter, and magnahelic to obtain readings on gas and house pressures and voltages
    • Performs gas start ups and performs homeowner orientations
    • Possesses ability to diagnose and size plumbing lines and electrical systems if needed
    • Contacts customers in advance of service calls when requested to maintain accuracy in scheduling
    • Keep job site clean and pick-up before leaving site
  • May attend external customer builder/construction meetings as FHH representative as required
  • Other duties as assigned

Qualifications:

• Must have the ability to effectively communicate with customers and members at all levels, must have excellent written communication skills, possess excellent customer service skills, ability to handle stress with a positive attitude, must have a willingness to learn, possess excellent problem solving ability, ability to multi-task effectively and the ability to follow up on issues until resolved, must have excellent computer skills, must be reliable and flexible and have initiative
  Education and Experience
  HS Diploma or equivalent. Four years' hearth industry or related industry (HVAC, construction etc.) experience and two years' customer service experience. HHT Certifications required - Gas, Wood, Pellet. NFI Certification is preferred
  Physical Demands
  Able to lift 100 lbs and must have ability to climb a ladder, and work on a roof. While performing the duties of this job, the employee is consistently required to lift, carry, push, climb, balance, kneel, crouch, reach, work with their hands and fingers, speak, listen, use near and color vision, and drive. The employee is frequently required to sit, stand, walk, and use depth perception.
  Other Skills and Abilities
  Proven technical and mechanical aptitude. Must have a high school diploma, valid driver's license and meet all FHH driving standards.

• Healthcare including Medical, Dental & Vision Insurance
• Paid Time Off
• Paid Holidays
• Work today, get paid today with access to your earnings each day
• 401k with 6% company match

• Quarterly Cash Profit Sharing (after one year of employment)
• Tuition Assistance (after 6 months of employment)

In addition to your salary, this position may be eligible for a range of benefits (e.g., Medical, Dental & Vision Insurance, Health Savings Account, Disability Benefits, Life Insurance, Paid Time Off and Holidays, and Retirement Benefits). Hearth & Home Technologies benefits are subject to eligibility requirements. Our company endeavors to make www.hearthnhome.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at 952-985-6000 or via email at [emailprotected]. The Company is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, disability, protected veteran status, or other characteristics protected by law.