Service Technician - Level 1 Journeyman in Portland, Oregon at PHILLIS CONSTRUCTION CO.
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Job Description
Job Title: Service Technician – Level 1 Journeyman
Department: Service
Work Hours: 7:00 a.m. – 5:00 p.m., Monday through Friday, with a 30-minute lunch. Early
morning meetings, overtime, evenings, weekends, and participation in an
alternating on-call rotation for 24/7 emergency service coverage may be required
based on business needs.
FLSA Status: Non-Exempt
Pay Scale: $38.00 – $46.00 per hour, depending on experience
Position Summary: The HVAC Service Technician I independently diagnoses, repairs, services, and
maintains residential and light commercial HVAC systems while delivering an
exceptional customer experience. This position serves as a technical resource for
apprentices, assists with field training, and supports installation projects as
business needs require. The technician is expected to accurately document all
work performed in ServiceTitan, educate customers on repair and replacement
options, and contribute to department revenue, customer satisfaction, and
operational excellence.
Reports To: Operations Manager
Required Qualifications:
- Valid driver's license with an insurable driving record
- EPA Type II Refrigerant Handling Certification or Universal EPA Refrigerant Handling Certification
- Minimum three (3) years of residential HVAC service experience or equivalent combination of education and field experience
- Ability to independently diagnose and repair residential HVAC systems
- Ability to perform residential and light commercial maintenance without supervision
- Ability to communicate professionally with customers and coworkers
- Ability to educate customers regarding repairs, maintenance agreements, health and safety products, and replacement options
- Ability to accurately document work using ServiceTitan, mobile devices, and company software
- Ability to read wiring diagrams, installation manuals, and technical documentation
- Willingness to participate in continuing education and manufacturer training
- Ability to work safely from ladders, lifts, rooftops, and crawlspaces
- Ability to safely use recovery equipment, vacuum pumps, combustion analyzers, electrical testing equipment, and refrigerant gauges
- Ability to work rotating on-call assignments
- Ability to comply with company policies and safety requirements
- Ability to maintain required company tool list
Preferred Qualifications:
- NATE Certification(s)
- Brazing Certification
- Oregon Limited Electrical License B
- Washington 06A Electrical License
- Water Heater Certification
Key Competencies for Success:
- Advanced Troubleshooting & Diagnostics
- Customer Communication & Education
- Technical Adaptability
- Time Management & Efficiency
- Documentation & Process Discipline
- Team Collaboration & Leadership
- Safety Awareness
- Accountability & Follow-Through
Key Responsibilities:
Service & Diagnostic Operations
- Independently diagnose, repair, and maintain residential and light commercial HVAC equipment.
- Perform preventative maintenance in accordance with company standards.
- Accurately identify repair needs and present repair, maintenance, and replacement options to customers.
- Complete repairs efficiently while maintaining workmanship standards.
- Participate in the department's rotating on-call schedule.
- Perform leak searches, refrigerant recovery, evacuation, charging, and compressor replacement.
- Maintain truck inventory and company tools.
- Complete all required documentation within ServiceTitan.
- Collect customer payments when required.
- Support installation projects during periods of lower service demand.
Technical Responsibilities
- Perform advanced diagnostic and repair work on:
- Gas and electric furnaces
- Heat pumps
- Air conditioners
- Ductless mini-splits
- Commercial package units
- Tankless and tanked water heaters
- Unit heaters
- Fireplaces
- HRV/ERV ventilation systems
- Humidifiers and dehumidifiers
- Water source heat pumps
- Economizers and advanced control systems
Leadership & Training
- Assist with training and mentoring Apprentice Service Technicians.
- Demonstrate proper diagnostic procedures and safe work practices.
- Share technical knowledge with teammates.
- Promote a positive team culture.
Safety & Compliance
- Follow all company safety policies and OSHA requirements.
- Conduct jobsite safety assessments before beginning work.
- Safely perform brazing and torch work.
- Safely operate manlifts and other equipment.
- Maintain a clean, organized service vehicle.
- Complete all required safety documentation.
Customer Experience
- Deliver an exceptional customer experience.
- Communicate professionally before, during, and after service.
- Educate customers on system operation and maintenance.
- Promote maintenance agreements, health and safety products, accessories, and replacement opportunities when appropriate.
- Build long-term customer relationships that generate referrals and repeat business.
Other Duties
- Attend department meetings and required training.
- Maintain accurate records in ServiceTitan.
- Assist other departments as needed to maintain business continuity.
- Perform other duties as assigned.
Key Performance Indicators (KPIs):
1. Average Ticket Performance
Description: Maintains service average ticket in alignment with annual business plan expectations through accurate diagnostics, repair recommendations, and customer education.
- Target: Achieve annual average ticket goal established by management
- Measured By: ServiceTitan technician performance reports
2. Revenue Production
Description: Generates service revenue aligned with company performance expectations and seasonal workload demands.
- Target: Meet or exceed monthly revenue goals established annually
- Measured By: ServiceTitan technician performance reports
3. Recall Ratio
Description: Completes repairs and diagnostics accurately with minimal return trips due to workmanship or diagnostic errors.
- Target: ≤ 2% callback rate
- Measured By: Recall and warranty tracking reports
4. ServiceTitan Documentation Accuracy
Description: Maintains complete, accurate, and timely documentation for all service calls, estimates, photos, and invoices.
- Target: ≥ 98% documentation accuracy and same-day job completion updates
- Measured By: Dispatch audits and ServiceTitan reporting reviews
5. Membership & Opportunity Conversion
Description: Educates customers on maintenance agreements and identifies repair/replacement opportunities appropriately.
- Target: Meet annual membership and lead generation goals established by management
- Measured By: ServiceTitan membership and lead tracking reports
6. Customer Satisfaction
Description: Delivers a professional customer experience through communication, technical ability, cleanliness, and follow-through.
- Target: ≥ 4.8 / 5.0 customer satisfaction rating with minimal escalations
- Measured By: Customer surveys, reviews, and escalation tracking
Physical Demands and Work Environment:
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may enable individuals with disabilities to perform the essential functions.
Physical Demands:
This position regularly requires walking, standing, climbing ladders, kneeling, crouching, crawling, lifting, carrying, pushing, and pulling equipment and materials. Employees must be able to lift up to 50 pounds unassisted and maneuver heavier materials with assistance or proper equipment. Technicians regularly work in attics, crawlspaces, rooftops, confined spaces, and uneven terrain while utilizing ladders, power tools, testing equipment, and HVAC service instruments.
Work Environment:
This role operates in residential homes, commercial buildings, construction sites, rooftops, attics, crawlspaces, and outdoor environments in varying weather conditions including heat, cold, rain, snow, and smoke conditions common to the region. Employees may be exposed to dust, electrical systems, refrigerants, mechanical equipment, and loud noise levels. Driving between job sites and extended periods in company vehicle