Fireplace Service Supervisor

Overview

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

This position supports the vision and goals of Fireside Hearth & Home by providing:

• 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

• 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

• Management & Process – 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  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.

• Maintains effective communication with all departments (operations, sales, branch, field) to ensure service calls are completed and meet 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, completing online training and conducting 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

Must have the ability to effectively communicate with customers…