Service Technician Job Description.

HVAC, Plumbing & Hydronics Service Team.

Position Summary:

The Service Technician is responsible for delivering high-quality residential and light commercial service, maintenance, diagnostics, and repair work while providing an exceptional customer experience in adherence with code compliance. Technicians operate as part of a unified service team with shared standards for professionalism, communication, safety, accountability, and customer care. Each individual is part of one overall team, the overall team represents several disciplines and unique scopes of work in which the individual contributes as applicable.

The service team consists of three technical specialties:

HVAC Service Technicians.
Plumbing Service Technicians.
Hydronics Service Technicians.

While each role focuses on its licensed trade and approved equipment, all positions share the same expectations for customer service, teamwork, productivity, documentation, processes, procedures and company culture.

These positions are full-time, Monday through Friday, and participate in an on-call rotation. M.Air business hours are 7:00 am through 5:00 pm each day.

Core Responsibilities — All Service Technicians are expected to deliver at high value.

Customer Experience:

Deliver professional, courteous, and respectful service to customers and M.Air associates.
Communicate clearly, using easy to understand terms regarding findings, repair options, timelines, and recommendations.
Maintain a clean and organized work area inside customer homes and businesses.
Build customer trust through honesty, technical competence, and professionalism.
Represent the company brand positively at all times.

Always maintains a M.Air professional image by:

Wearing only M.Air company-approved apparel & uniform
Following M.Air safety policies and procedures.
Abiding by all M.Air standards of performance and code of ethics.
Explain/ Support of M.Air Club membership and maintenance agreements, promotions, and request a 5 star M.Air Google Review from every client; maintains a 25% club membership conversion rate for repair clients.
Maintaining an M.Air company vehicle, ensuring cleanliness and organization, both inside and out, regularly.

Technical Service & Diagnostics:

Diagnose, repair, maintain, and service systems according to company standards and manufacturer specifications.
Perform preventative maintenance inspections and identify deficiencies or safety concerns.
Technical skills: Install, repair, and maintain systems. This includes reading blueprints and diagrams, using plumbing tools, computer/ tablet, diagnostic tools, and technical resources.
Problem-solving skills: Troubleshoot and diagnose complex problems. This requires thinking critically to identify the source of a problem, not just symptoms.
Accurately document findings, repairs performed, parts used, and recommendations.
Complete work orders, invoices, and required digital documentation in a timely manner.
Maintain productivity and billable efficiency standards established by management.
Studies building plans, drawings and blueprints to inspect structures and assess material and equipment needs, establish sequence of pipe installations, and plan installation around obstructions. Fully assess work details and procedures including specifications and layout requirements.
Maintains accurate digital documentation, notes, photos, progress of all Work Orders & Service calls and time management with ongoing communications with offices & CSRs.
Submits all complete digital paperwork in an accurate and timely manner at the end of each service call & Work Order performed.
Digital documenting part listing, corresponding Work Order numbers and with the parts and materials used on each service work order/ job and turns in/ corresponds to the office daily.
Debriefs with CSRs after completion while digitally submitting progress with Work Orders/ Jobs, finals, invoicing.
Digitally creates all PO numbers for any materials picked up at suppliers and provides cost before and after to ensure accuracy and customer satisfaction.
Digitally turns in all parts receipts/packing slips daily and has corresponding Work Order or Job numbers allocated accordingly. Provides pricing/ quote to the customer for approval prior to performing any work.
Other duties as assigned.

Safety & Compliance:

Follow all company safety policies and procedures.
Maintain compliance with applicable local, state, and federal codes and regulations.
Use proper PPE and maintain safe jobsite conditions.
Operate company vehicles and equipment safely.
Maintains a meticulously clean, inventoried, stocked, tooled, M.Air service vehicle. Participates in periodic inventory and truck inspections.
Maintains tools and machinery in good condition and uses all tools in a safety-conscious manner.

Teamwork & Communication:

Participate in team meetings, training, and coaching sessions.
Support dispatch and scheduling efforts through effective communication.
Collaborate with coworkers and assist other departments when needed.
Mentor apprentices or junior technicians when assigned.
Basic change order cost-estimating experience.
Computer proficiency to include Microsoft Word, Excel, Google Workspace, Digital CRM & Dispatch Software. *Sage Field Operations – Bonus.

On-Call Responsibilities:

Participate in scheduled after-hours and weekend on-call rotation.
Respond to emergency service calls in a timely and professional manner.
Maintain readiness and availability during assigned on-call periods.

Physical Requirements:

Ability to lift, carry, push, and pull equipment and materials. Ability to lift 50lbs regularity, 75 lbs. occasionally and lift 100lbs with assistance.
Ability to work in confined spaces, crawlspaces, attics, rooftops, and mechanical rooms.
Ability to stand, kneel, bend, climb ladders, and work in varying weather conditions.
Natural or corrected vision to see and focus for close, distance, peripheral vision with normal depth perception.
Ability to work extended hours, nights, or weekends.
Ability to safely operate service vehicles and tools.
Ability to work under stressful conditions and may be exposed to verbal and/or physical confrontations.

Educational/Certification requirements:

GED or high school diploma or equivalent.
Journeyman license.
Preferred: Associate’s degree in related field.
Vocational training or apprenticeship program.

Schedule:

Full-time - Core hours 7:00 am through 5:00 pm.
Monday through Friday.
Participation in rotating on-call schedule required.
Overtime may be required based on seasonal demand and emergency service needs.

Performance Expectations:

Successful technicians will demonstrate:

Strong technical ability.
Positive attitude and professionalism.
Reliability and accountability.
Effective communication.
Commitment to safety.
Team-first mindset.
Continuous improvement and training participation.
Consistent customer satisfaction.
High first time fix rate with low call back percentage.
Achievement of revenue targets.

Reporting Structure:

Reports To:

Service Manager.
Field Supervisor.
Operations Manager.

May Work Closely With:

Dispatch Team.
Customer Service Representatives.
Install Team.
Warehouse & Parts Personnel.
Other Service Technicians.

HVAC Service Technician Responsibilities:

Scope of Work:

HVAC Service Technicians are responsible for diagnosing, servicing, repairing, and maintaining heating, ventilation, air conditioning, and related comfort systems. Service work includes supporting and troubleshooting on new construction jobs as well as existing structures. *See Hydronics Service Technicians Responsibilities for additional scope of work.

HVAC Systems & Equipment:

Technicians may service:

Furnaces.
Air conditioners.
Heat pumps.
Mini-split systems.
Air handlers.
Packaged rooftop units.
Indoor air quality systems.
Humidifiers and dehumidifiers.
Thermostats and controls.
Ventilation systems.
Other systems deemed acceptable.

HVAC Qualifications:

EPA certification required.
NATE (North American Technician Excellence) certification preferred.
Valid driver’s license with acceptable driving record.
Ability to diagnose electrical, refrigeration, airflow, and mechanical system issues.
Strong understanding of HVAC service procedures and safety standards.
Must have a minimum of three years of verifiable experience in residential service and maintenance operation.

Plumbing Service Technician Responsibilities:

Scope of Work:

Plumbing Service Technicians are responsible for diagnosing, servicing, repairing, and installing plumbing systems and fixtures in accordance with state and local plumbing codes. Work will be performed in both new construction and existing structures. *See Hydronics Service Technicians Responsibilities for additional scope of work.

Plumbing Systems & Equipment

Technicians may service:

Water heaters.
Tankless water heaters.
Water piping systems.
Drain and waste systems.
Fixtures and faucets.
Toilets and disposals.
Sump pumps.
Water filtration systems.
Gas piping (where licensed/permitted).
Sewer and drain systems.
Plumbing-related mechanical equipment.
Other systems deemed acceptable.

Plumbing Licensing & Career Path:

Plumbing technicians are state licensed and progress through the following career path:

Apprentice Plumber.
Journeyman Plumber.
Master Plumber.

Each license level carries responsibilities and work permissions as defined by state regulations and company policy.

Plumbing Qualifications:

Current state plumbing license appropriate to position level.
Valid driver’s license with acceptable driving record.
Knowledge of plumbing systems, codes, and service procedures.
Ability to diagnose plumbing failures and recommend corrective solutions.
Must have a minimum of three years of verifiable experience in residential service and maintenance operation.

Hydronics Service Technician Responsibilities:

Scope of Work:

Hydronics Service Technicians are responsible for diagnosing, servicing, repairing, maintaining, and optimizing hydronic heating and related mechanical systems. Work will be performed in both new construction and existing structures. *Both HVAC and Plumbing Service Technicians are responsible for Hydronics Service.

Hydronic Systems & Equipment:

Technicians may service:

Boilers.
Radiant floor heating systems.
Hydronic air handlers.
Circulator pumps.
Expansion tanks.
Mixing valves.
Zone valves and controls.
Snow melt systems.
Baseboard and radiant heat systems.
Indirect water heaters.
Glycol systems.
Hydronic piping systems.
Other systems deemed acceptable.

Hydronics Qualifications:

Experience with hydronic heating systems and controls preferred.
Ability to diagnose flow, combustion, control, and distribution issues.
Knowledge of boiler operation, piping layouts, and hydronic system balancing.
Applicable licensing or certifications as required by state or local regulations.
Valid driver’s license with acceptable driving record.
Must have a minimum of three years of verifiable experience in residential service and maintenance operation.

Manhattan Plumbing & Heating

Service Technician

About the Job