Service​/Maintenance Call--Call Coach

Service Call-by-Call Manager About Cooper Founded in 1978, Cooper Heating & Cooling, Inc. is one of Colorado’s largest and most trusted residential HVAC companies and a proud 2024 Denver Post Top Workplace. We continue to grow by putting people first—our customers and our team.

At Cooper, we’re building a service-first, membership-driven organization focused on Safety, Health, Comfort, and Efficiency. Our leadership culture is grounded in Drive – Integrity – Impact, and we hold ourselves accountable to delivering exceptional customer experiences while developing strong leaders in the trades.

Role Purpose The Service Call-by-Call Coach is a hands-on, real-time performance leader responsible for call-by-call execution, coaching, and accountability for our Service Technicians. Reporting directly to the Service Manager, this role ensures every service appointment follows the Service MVP process, complete options are consistently presented, and technicians are supported to deliver professional, high-quality service that drives revenue, trust, and long-term customer relationships.

The Service Call-by-Call Coach actively manages live service calls, reinforces standards, removes friction in the field, and turns coaching into measurable improvements in performance, consistency, and customer experience.

Key Responsibilities
1. Call-by-Call Coaching & Execution Track 100% of Service Technician appointments in real time.

Check in with technicians at the start, midpoint, and close of each call.

Provide live coaching on discovery, communication, call flow, and options presentation.

Reinforce strict adherence to the Service MVP process and customer-first solutions.

Serve as real-time support to help technicians stay focused, professional, and effective in the home.
2. Service Performance Tracking & Visibility Maintain the Call-by-Call Tracker with real-time updates.

Log and monitor key data points including:

Time onsite

Options presented

Estimated vs. sold revenue

Job outcome and next steps

Deliver daily and weekly performance summaries to the Service Manager and COO.Ensure performance data is accurate, visible, and actionable—not reactive.
3. Accountability & Continuous Improvement Identify performance trends such as:

Low option counts

Excessive time onsite

Missed opportunities or weak conversions

Coach Service Technicians directly to improve consistency, confidence, and professionalism.

Partner with the Service Manager to develop and execute Performance Improvement Plans (PIPs) when necessary.

Reinforce expectations daily—this role owns execution and follow-through.
4. Cross-Department Collaboration Coordinate with the Call Center to improve dispatch timing and job setup.

Communicate with Dispatch, Install, and Parts teams to ensure clean hand-offs and customer clarity.

Share wins, coaching insights, and lessons learned in daily huddles and weekly reviews.

Act as a connective leader protecting the full customer experience from booking to job completion.

Key Performance Indicators (KPIs)100% call coverage for all Service Technician appointments

Close rate by technician and department average

Average number of options presented per call Average time onsite per service appointment

Weekly sold revenue per Service Technician Performance improvement tied directly to coaching activity

Reporting Structure

Reports to:

Service Manager Works closely with: COO, Call Center Leadership, Dispatch, Install, and Parts teams

Cultural Alignment This role lives our Drive / Integrity / Impact values:

Drive – Takes ownership of every call and pushes for better outcomes.

Integrity – Coaches with honesty, clean data, and clear expectations.

Impact – Converts real-time coaching into better service, revenue, and customer trust.

Qualifications?

Work…