Fireplace Service Supervisor

Fireplace Service Supervisor – Roseville, MN

Fireside Hearth & Home (FHH) is the world’s largest and leading fireplace distributing 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 in 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
• technical and process expertise, providing phone and onsite assistance and training to technicians in the field, and resolving escalated field calls to a satisfactory resolution
• supporting profitability by performing revenue‑generating service calls, field work and resolving field escalations

• 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
• Reviews daily service jobs for accuracy and potential parts needed

• Possesses full knowledge of after‑market product line and utilizes and trains the 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
• Assists in approving EFS tickets in workflow
  • Provides phone and field support for Service Technicians
  • Dispatches 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, completing online training and conducting hands‑on study of products to learn and maintain knowledge level
  • Attending and successfully completing all company provided training per timelines assigned
  • Following all FHH and OSHA and company safety requirements and procedures
• Completes 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
  • Diagnoses and repairs 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
  • Keeps the job site clean and picks up before leaving the 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 and members at all…