Lead Technical Trainer

Description

Position Summary

The Lead Technical Trainer is responsible for elevating the technical, customer service, and sales performance of the residential service department. This role serves as the department's primary field coach and technical mentor, partnering with the Service Manager to develop technicians, improve consistency, reduce callbacks, and reinforce company standards. The Lead Technical Trainer remains engaged in field operations through ride-alongs, technician support, and training while helping ensure ServiceTitan documentation and best practices are consistently followed.

Key Responsibilities

Technical Training & Development

• Conduct ride-alongs with technicians to evaluate technical ability, customer communication, sales process, and overall performance.
• Develop onboarding and ongoing training programs for new and existing technicians.
• Provide coaching on diagnostics, airflow, electrical troubleshooting, refrigeration, and system performance.
• Identify skill gaps and create individualized development plans.
• Support technician certification and continuing education initiatives.

Field Support & Technical Excellence

• Serve as the escalation resource for complex technical situations.
• Assist technicians with difficult diagnoses and repair decisions.
• Promote consistency in repair quality and adherence to company standards.
• Analyze callback trends and implement corrective training.

Sales & Customer Experience

• Coach technicians on ethical sales techniques, membership offerings, repair options, and customer communication.
• Help improve average ticket, conversion rates, and customer satisfaction while maintaining a customer-first approach.

Quality Assurance & Process

• Review ServiceTitan job documentation including notes, photos, forms, and invoices for quality and completeness.
• Partner with the ServiceTitan Operations Manager to identify process deficiencies and training opportunities.
• Ensure technicians consistently follow company documentation standards.

Leadership & Culture

• Mentor Team Leads and support the Service Manager in building a high-performance culture.
• Participate in recruiting, interviewing, and technician evaluations.
• Recognize outstanding performance and reinforce accountability.

Requirements and Qualifications

• Minimum 5 years of progressive residential HVAC service experience.
• Demonstrated excellence in diagnostics, customer communication, and ethical sales.
• Leadership or mentoring experience preferred.
• Working knowledge of ServiceTitan.
• Strong communication, coaching, and organizational skills.
• Valid driver's license and acceptable driving record.