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JOB TITLE: HVAC Service Technician

EFFECTIVE/UPDATE DATE: 9/20/2021

GENERAL SUMMARY:

The Boston Standard HVAC Service Technician is responsible for delivering effective and efficient heating and cooling services to our valued customers. He/she will perform general heating and cooling service, repair, and maintenance. He/she will stay well-informed of new techniques and technologies, to provide cutting edge service to our customers. This position is full-time, with a competitive hourly rate based on experience, and eligible for commission-based incentives in addition to base pay.


Primary Duties and Responsibilities:

  • Provides heating and cooling service, repairs, and maintenance. This includes HVAC, heat pumps, ducted systems, boilers, etc.
  • Communicates all information to the office by opening/closing jobs in electronic scheduling system to include but not limited to, job arrival, job completion, follow up notes/summary of work completed, etc.
  • Obtains the customer’s approval for work and obtains payment on-site as appropriate.
  • Maintains clean, neat vehicles and job sites and projects a clean, well-groomed professional appearance always.
  • Assumes responsibility for trucks, diagnostic tools, and uniforms.
  • Serves as a teacher and leads by example to apprentices on the job site.
  • Attends group meetings and training, as needed. Participates in monthly and special company meetings, as appropriate.
  • Uses good judgment and self-control in areas wherein the company entrusts him/her to maintain company and customer confidentiality.
  • Establish a sound positive work relationship with all members of the Boston Standard team. Must be able to listen and implement all suggested feedback received.

Required Skills and Abilities:

  • Prior heating and/or cooling experience in a residential capacity.
  • Ability to prioritize tasks and communicate with customers.
  • Demonstrated excellent communication conflict resolution and interpersonal skills.
  • Demonstrated ability to work as an effective team member and pitch in as needed.
  • Computer skills and use of electronic devices for scheduling, invoice creation and communication to staff and customers required.
  • Must be able to work on a ladder.
  • Must be able to lift 50 pounds.

Education and Experience:

  • High School diploma or GED
  • Minimum of three years field experience and formal training, as well as EPA certification.
  • Current and unrestricted driver’s license.
  • Professional set of tools.
  • Physical ability to perform all requirements associated with this position.

Benefits:

  • Benefits include health, dental & vision insurance, paid vacation, sick and personal days, short term disability, life insurance, paid training/ongoing education, uniforms, tablet, and company vehicle.

JOB TITLE: HVAC Service Technician

Electrician
Hours: M-F, 7am-4:30pm & available via phone in off-hours as needed

EFFECTIVE/UPDATE DATE: 9/20/2021

GENERAL SUMMARY:

The Electrician will install, repair, and maintain the electrical wiring, fixtures, and systems in buildings.


Primary Duties and Responsibilities:

  • Installs and repairs electrical wiring, systems, and fixtures in buildings.
  • Installs conduits and pipes to house electrical wires and cables.
  • Ensures piping complies with electrical codes.
  • Installs circuit breakers and other electrical hardware and connects wiring to them.
  • Connects electrical systems to powerlines, to provide electricity to the building.
  • Tests electrical systems to ensure proper installation and operation.
  • Inspects electrical systems to determine whether repairs are needed.
  • Replaces conduit and wiring as needed.
  • Replaces circuit breakers as needed,
  • Performs other related duties as signed.

Required Skills and Abilities:

  • Ability to read blueprints.
  • Extensive knowledge of electrical systems and wiring.
  • Ability to use hand and power tools.
  • Proficient in the use of test meters and other diagnostic equipment.
  • Excellent analytical and problem-solving skills.
  • HVAC electrical installation experience preferred.

Education and Experience:

  • High School diploma or equivalent
  • Completion of a formal apprenticeship and valid electrician’s license required.

Physical Requirements:

  • Must be able to see color, to discern color-coding wiring.
  • Prolonged periods standing, kneeling, bending, and climbing ladders or scaffolding.
  • Must be physically capable of pulling wires and cables through conduits.
  • Must be able to lift up to 50 pounds at a time.

JOB TITLE: Apprentice

FLSA STATUS: Non-exempt

EFFECTIVE/UPDATE DATE: 9/20/2021

GENERAL SUMMARY:

The Boston Standard Apprentice is responsible for assisting in the install and servicing of plumbing, heating and cooling units, following all applicable codes, under the direction of a Technician. The Apprentice is also responsible for learning the plumbing, heating and cooling professions by participating in: on the job training, attending educational courses & trainings and following the coaching and teaching of the Technician and/or Managers.


Primary Duties and Responsibilities:

  • Provides basic plumbing, heating, cooling and drain cleaning support services for customers at the direction of a Technician.
  • Develops basic knowledge of plumbing, heating and cooling principles through on the job learning, courses/trainings and reading of educational materials during downtimes on the job site.
  • Develops basic knowledge of service tools and testing devices.
  • Develops soldering skills to support the Technician.
  • Develops skills to perform planned maintenance on residential systems with assistance of a Technician.
  • Installs hang stickers and valve tags, as well as distributes flyers in the surrounding area as instructed by the Technician.
  • Responds to all forms of communications, including voicemails and emails, by the end of business the same day received.
  • Assists Technicians in maintaining clean, neat vehicles and job sites and projects a clean, well-groomed professional appearance at all times.
  • Attends group meetings and training, as needed. Participates in monthly and special company meetings, as appropriate.
  • Works with Technicians, Service Manager, and Install Manager to mutually establish performance improvements and seek out ongoing education/training opportunities.
  • Uses good judgment and self-control in areas wherein the company entrusts him to maintain company and customer confidentiality.
  • Sets an example in being punctual and dependable. Reports to work promptly. Responds immediately to emergency calls during back-up “on-call” shift.
  • Perform other duties as assigned. This may include performing duties that are outside of the scope of normal job duties.
  • Establish a sound positive work relationship with all members of the Boston Standard team. Must be able to listen and implement all suggested feedback received.

Required Skills and Abilities:

  • Prior plumbing, heating and/or cooling experience with a service company preferred.
  • Ability to take direction and engage in continuous learning.
  • Demonstrated excellent communication conflict resolution and interpersonal skills.
  • Demonstrated ability to work as an effective team member and pitch in as needed.
  • Computer skills and use of electronic devices for invoice creation and communication to staff required.

Education and Experience:
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  • High School diploma or GED.
  • A minimum of one year field experience is preferred.
  • Physical ability to perform all requirements associated with this position.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions required for this position.

JOB TITLE: Install Manager

Salary position
Hours: M-F, 7am-4:30pm & available via phone in off-hours as needed

EFFECTIVE/UPDATE DATE: 9/20/2021

GENERAL SUMMARY:

The Install Manager is responsible for the coordination of all installs for plumbing, heating and cooling systems to our valued customers in accordance with all relative code statutes.

The Install Manager is a key member of our team and must be a highly presentable & thoughtful individual who is well-versed in management of skilled trade projects and customer dispute resolutions. The Install Manager must be capable of leading a diverse group by providing technical guidance, honest feedback, clear direction and leadership. Must be willing to “jump in” and help on installs as needed, stand inspections, and support the team at all times.


Primary Duties and Responsibilities:

  • Hire, train, manage and support Install Technicians & Helpers.
  • Handle customer issues as they arise, responding to all customer concerns same-day and reaching a mutually agreeable resolution. Identify trends to follow-up with technical team on opportunities for improvement. Focus on providing excellent customer service that results in positive online reviews.
  • Manage the install schedule through coordination with the Install Coordinator; seek opportunities for improvement through strategic thinking.
  • Management of customer installation projects, including ordering of equipment, sub-contractor support and install complaint resolution.
  • Responsible for filing and monitoring Install warranty claims.
  • Read completed invoices daily to track new part failure trends, accuracy of descriptions, technical readings listed, etc. Follow-up with improvement opportunities with team.
  • Coordinate and run bi-weekly Install meetings with metric review, feedback and training. Participates in monthly and special company meetings, as appropriate.
  • Create, monitor and report weekly on Install KPIs to Director of Operations.
  • Review vendor invoices weekly; identify unauthorized technician purchases & opportunities for improvement.
  • Facilitates a cooperative and productive working relationship between the office & field teams, as well as other areas of the company.
  • Works with the Field Supervisor to mutually establish performance improvements and seek out ongoing education/training opportunities.
  • Assist in the development and implementation of company growth objectives and metrics as directed by the senior leaders.
  • Perform other duties as assigned. This may include performing duties that are outside of the scope of normal job duties.

Skills and Abilities:

  • Prior experience with a plumbing, heating or HVAC company or comparable trade.
  • Ability to prioritize tasks, plan large jobs and close sales.
  • Ability to inspire and lead others to attain company goals
  • Quick, sound decision-making abilities
  • Ability to build trust and demonstrate empathy
  • Highly motivated, flexible and great attitude on life
  • Demonstrated excellent communication, conflict resolution and interpersonal skills.
  • Demonstrated ability to work as an effective team member and pitch in as needed.
  • Computer skills and use of electronic devices for scheduling, invoice creation and communication to staff and customers required.

QUALIFICATIONS SUMMARY::

The ideal candidate for this position will possess excellent knowledge of the industry and be able to
talk easily with customers in both sales and technical situations. This candidate will possess a strong
background in a trade organization and with resolving customer disputes.

DIRECT REPORTS:

Install Coordinator, Install Customer Service Coordinator, Technicians (may) have a joint report to Service Manager.

PERFORMANCE METRICS:

  • Positive resolution of customer concerns within 24 hours of being contacted
  • Obtains >4 positive online reviews per month
  • Reduction in call backs, developing lessons learned.
  • Maintaining minimum gross profit margins and maximizing cost saving initiatives.

Licensed Plumber

FLSA STATUS: Non-exempt

EFFECTIVE/UPDATE DATE: 9/20/2021

GENERAL SUMMARY:

The Boston Standard Plumber is responsible for delivering effective and efficient plumbing and heating services to our valued customers in accordance with all pertinent codes, regulations and statutes. He/she will perform general plumbing and heating installations and repairs. He/she will stay well-informed of new techniques and technologies in order to provide cutting edge service to our customers.


Primary Duties and Responsibilities:

  • Provides general plumbing and heating service for customers as assigned by the office. This may include estimates on new work, installations, maintenance, or repairs.
  • Communicates all information to the office by opening/closing jobs in online scheduling system to include but not limited to: job arrival, job completion, follow up notes/summary of work completed, etc.
  • Exhibits proficiency diagnosing customer concerns and estimating solutions using the Pricing Guide and company invoicing process.
  • Obtains the customer’s approval for work and obtains payment on-site as appropriate.
  • Responds promptly and clearly to customer questions, requests, and/or other issues via phone or email.
  • Maintains clean, neat vehicles and job sites and projects a clean, well-groomed professional appearance, always.
  • Assumes responsibility for trucks, diagnostic tools, and uniforms
  • Serves as a teacher and leads by example to apprentices on the job site.
  • Attends group meetings and training, as needed. Participates in monthly and special company meetings, as appropriate.
  • Sets an example in being punctual and dependable. Reports to work promptly. Responds within 30 minutes to emergency calls during “on-call” shift.
  • Establish a sound positive work relationship with all members of the Boston Standard team. Must be able to listen and implement all suggested feedback received.

Skills and Abilities:

  • Prior plumbing and heating experience with a service company.
  • Ability to prioritize tasks, tackle large jobs and execute on-time.
  • Ability to teach and mentor apprentices.
  • Demonstrated excellent communication conflict resolution and interpersonal skills.
  • Demonstrated ability to work as an effective team member and pitch in as needed.
  • Computer skills and use of electronic devices for scheduling, invoice creation and communication to staff and customers required.

QUALIFICATIONS SUMMARY:

  • The ideal candidate for this position will have a high school diploma (or GED), a minimum of three years of plumbing & heating field experience.
  • Current and unrestricted driver’s license.
  • A professional set of tools.
  • The physical ability to perform all requirements associated with this position.
  • All qualified candidates will have an active MA Journeyman’s plumbing license.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions required of this position.
  • Note: All new hires will be required to complete a 30–90-day training period, during which the new hire will not run service calls or projects independently. The duration of the training period is to be determined by the Service Manager on a case-by-case basis.

Sales Project Manager

FLSA STATUS: Exempt
DEPARTMENT: Sales

EFFECTIVE/UPDATE DATE: 9/20/2021

GENERAL SUMMARY:

The Boston Standard Sales Project Manager is responsible for the sale of effective and efficient plumbing, heating and cooling systems to our valued customers in a manner that leaves a positive impression on customers.


Primary Duties and Responsibilities:

  • Sells plumbing, heating, and cooling systems to residential and small commercial customers.
  • Targets potential customers and develops new customers for increased sales opportunities.
  • Represents the company at networking events and home shows.
  • Communicates all information to the office by opening/closing leads in scheduling system to include but not limited to: job arrival, job completion, follow-up needed.
  • Works closely with Sales Manager and Install Manager, to insure timely and accurate ordering of all stock and equipment.
  • Completes electronic job packet in Service Titan for all sold jobs with information to the assigned install technician related to a sold job; including the list of equipment needed for the install, photos of the job site, subcontractors, permits and schedule, etc.
  • Works closely with install technician the first & last days of install for a “warm handoff” of customer as needed.
  • Exhibits proficiency diagnosing customer concerns and providing solutions using the Pricing Guide and company quoting process.
  • Responds promptly and clearly to customer questions, requests, and/or other issues.
  • Maintains clean, neat vehicle and projects a clean, well-groomed professional appearance always.
  • Assumes responsibility for company vehicle, technology, and uniforms.
  • Participates in weekly sales training and install meetings.
  • Uses good judgment and self-control in areas wherein the company entrusts him/her to maintain company and customer confidentiality.
  • Perform other duties as assigned. This may include performing duties that are outside of the scope of normal job duties.
  • Establish a sound positive work relationship with company leadership, office team and technicians. Must be able to listen and implement all suggested feedback received.

Skills and Abilities:

  • Prior sales or technician experience with a HVAC service company strongly preferred.
  • Ability to prioritize tasks, plan large jobs and close sales.
  • Self-motivated to improve sales and exceed performance metrics.
  • Demonstrated excellent communication, conflict resolution and interpersonal skills.
  • Demonstrated ability to work as an effective team member and pitch in as needed.
  • Computer skills and use of electronic devices for scheduling, invoice creation and communication to staff and customers required.

QUALIFICATIONS SUMMARY:

  • Qualified candidates for this position will have a high school diploma, a minimum of four years of sales or HVAC experience, (or a college degree with a positive learning attitude).
  • Excellent communication and computer skills.
  • Current and unrestricted driver’s license.
  • Physical ability to perform all requirements associated with this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions required of this position.

Performance Metrics:

  • Closing rate of >35% of leads annually
  • Inclusion of a minimum of 3 accessories in 100% of quotes
  • Annual sales minimum of $750,000
  • Additional metrics TBD

Work Hours:

  • Monday-Friday, some night and weekend appointments required in busy seasons.
  • Flexibility is required to meet customer needs.

Compensation:

  • Weekly base salary + commission

Customer Success Coordinator

The Customer Service Coordinator is responsible for the efficient scheduling of appointments for plumbing, heating, and cooling services, as well as various administrative duties to support the efficient flow of work in the office. We are looking for an individual with a positive, can-do, attitude to join our growing team!


Primary Duties and Responsibilities:

  • Efficiently schedules existing and new customer appointments for service & maintenance.
  • Answers and triages all inbound customer phone calls.
  • Completes real-time review of the schedule throughout the day to make sure the week ahead is looking smooth.
  • Retrieves answering service and all other inbound scheduling communications in a timely fashion and responds to all inquiries in the same business day.
  • Proactively manages the schedule during busy or slow periods, with support of the Office Manager.
  • Communicates real-time information to technicians and customers.
  • Prepares marketing, spreadsheets, letters, reconciliations, or other administrative work as requested.
  • Works closely with Service Manager and Dispatch Coordinator to provide excellent customer service to our external and internal customers.
  • Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the assigned specialist or other appropriate staff..
  • Ensures that appropriate actions are taken to resolve customer’s problems and concerns.
  • Maintains customer accounts and records of customer interactions with details of inquiries.
  • Performs other related duties as assigned.

Skills and Abilities:

  • Friendly demeanor over the phone, with a high level of customer service.
  • Ability to prioritize tasks and appointment setting based on standard criteria provided.
  • Exceptional organizational skills are essential.
  • Ability to perform data entry in the Microsoft suite, Excel required.
  • Demonstrated excellent communication, conflict resolution and interpersonal skills.
  • Demonstrated ability to work as an effective team member and pitch in as needed.
  • Computer skills and use of electronic devices for scheduling, invoice creation and communication to staff and customers required.

QUALIFICATIONS SUMMARY:

  • Excellent telephone voice, great attitude, and work ethic.
  • Computer experience is required.
  • You must be able to multitask. This job involves managing multiple phone lines and maintaining a calm demeanor. Although experience in the trades is a plus, we will train those who possess the ability to multitask and provide wonderful customer service over the phone and to co-workers.

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