Lead, IT​/Tech, Technical Support

3 days ago Be among the first 25 applicants

Troubleshoot, repair, maintain, and install HVAC and related equipment as assigned. Assume day‑to‑day coordination of specific agreements or projects to ensure contractual commitments are met in a timely, cost‑effective manner.

$29.00 - $30.00 hour

• Use expert technical and troubleshooting knowledge to assist other service representatives in solving problems.
• Demonstrate capability and interest in training others.
• Be able to train service technicians and trainees.
• Teach other technicians how to solve problems without solving the problem for them.
• Maintain up‑to‑date technical knowledge regarding equipment and concepts.
• When presented with a problem, know what to do, why, and whether to repair or replace.
• Search out and read applicable manuals and online sources.
• Join and benefit from technical organizations to improve technical knowledge.
• Handle a heavy workload of calls.
• Upon receiving a customer complaint, follow systematic questioning techniques and relate answers to system functionality.
• Follow point‑by‑point troubleshooting guides to find faults quickly.
• Avoid needless callbacks by checking the complete system before leaving the job.
• Check safety and limit controls for proper settings before leaving the job.
• Seek help and solve unsolvable problems before leaving.
• Use proper tools and instruments for troubleshooting.
• Inform customers when arriving at or leaving the job and when planning to return.
• Determine the real problem behind a complaint.
• Respond to complaints with appropriate empathy.
• When problem caused by customer use, tactfully instruct proper usage.
• Provide assurance that the problem is fixed, explaining cause and remedy; if not fixed, offer explanation and next steps.
• Demonstrate ability to set job priorities by adhering to call schedule, scheduling reports, handling interruptions, having proper tools, materials, and scheduled tasking when arriving.
• Plan maintenance of vehicle and project work to ensure resources are on job at right time.
• Promptly complete all required paperwork.
• Obtain customer signature on all service reports before work begins when performing spot.
• Keep management informed of unfavorable news, changes, or customer price increases.
• Modify instructions to create understanding at all technical levels.
• Instruct customer personnel to a level that enables emergency self‑handling and knowing when to call for service.
• Recognize what needs teaching to customers and allocate time accordingly.
• Provide sales with qualified leads.
• Alert sales to competitive sales efforts and provide spot opportunities to meet operational team goals.
• Determine who in customer’s organization is responsible for mechanical systems.
• Persuade customer to replace obsolete systems and make recommendations.
• Assist sales in pricing agreements and projects.
• Support any special projects as assigned by manager; may become part of primary responsibilities.
• When supervisor is present, lead worker may direct smaller work groups.
• Report performance issues to supervisor; disciplinary authority not granted.

• Must be 18 years of age or older.
• Must meet all requirements to receive approval for working in specific ATS environments (if applicable). Ten‑year work history if available.

• Customer Service Experience.
• One year of lead or supervisory experience.
• Two years of commercial HVAC experience.

Seniority Level: Mid‑Senior level

Employment Type: Full‑time

Job Function: Other

Industries: Facilities Services

ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, our over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.

ABM serves a wide range of market sectors including commercial real estate, aviation, education, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue‑chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their…