Technical Services Lead

POSITION TITLE: Technical Services Lead (TSL)

DEPARTMENT/DIVISION: Service Division

Reports to: VP of Operations

Supervises: N/A

POSITION OVERVIEW:

The Technical Services Lead is responsible for ensuring that the services delivered by DAEL meet the company's technical and quality standards. This office-based role reviews completed field work, provides technical guidance to technicians, ensures service tickets are accurate and complete, and develops quotations based on technician findings and recommendations.

The Technical Services Lead serves as a critical link between completed field work and final customer invoicing, helping ensure technical quality, accurate documentation, and timely identification of follow-up work.

RESPONSIBILITIES:

• Review all service tickets including time, materials, pictures, and equipment to ensure the work performed matches the written description and meets industry/company standards
• Correspond with technicians to clarify any technical information
• Report quality issues or concerns to management, work through resolutions when applicable/directed
• Complete quotes based on technician recommendations, unit age/condition, industry standards, and customers' long-term goals
• Extract pull-through work from service calls and preventative maintenance visits
• Perform quality and cost control of all quoted projects throughout scope of work to maintain expected standards
• Develop meaningful relationships with customers to encourage trust and loyalty
• Communicate with customers regarding quoted work and provide knowledgeable and insightful information to enable customer to make an informed decision
• Follow up with customers on quoted work and coordinate with service team if approved
• Stay current with changing industry standards
• Work with team members to facilitate calls, manage workflow, and provide a positive customer journey
• Maintain an organized workspace and properly file documents, updates, and product information so it is readily accessible for reference
• Work with management to meet company goals and deliverables

MINIMUM QUALIFICATIONS

Education, Licensing & Experience

• Valid Ontario 313A Refrigeration and Air Conditioning Systems Mechanic Certificate of Qualification in good standing.
• Valid Ontario G1 Gas Technician Certificate in good standing.
• Minimum ten (10) years of hands-on field experience in commercial and/or industrial HVAC/R and mechanical service.
• Demonstrated advanced technical knowledge and ability to diagnose complex HVAC/R and combustion equipment and provide technical guidance to field technicians.
• Experience scoping and quoting HVAC/R and mechanical repair, replacement and retrofit work, including estimating labour and material requirements.
• Experience using field service management software (e.g., BuildOps) to review service tickets, equipment history, labour, materials, documentation and job information.
• Strong working knowledge of applicable Ontario codes, regulations and industry standards.
• Valid Ontario driver's licence.

PREFERRED QUALIFICATIONS

• Industrial HVAC/R and combustion experience.
• Previous experience mentoring or providing technical support to field technicians.
• Strong communication, organization and computer skills.