Sales Process Support

Action Furnace Inc.; Calgary; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading HVAC company in Calgary is hiring a Process Coach to enhance technician performance through real-time coaching and training. The role involves monitoring service quality, implementing process improvements, and fostering a collaborative team environment. Join a company that values integrity, teamwork, and continuous learning, offering competitive compensation and benefits.

Benefits

Competitive annual salary

Exceptional health and dental benefits

RRSP matching program

Health spending account

Employee assistance program

Life insurance

Qualifications

• Minimum 3 years experience in a training and development environment.
• Previous management experience.
• Valid driver's license for minimum 3 years with a clean driver abstract.

Responsibilities

• Provide real-time coaching during calls to ensure technicians follow best practices.
• Evaluate individual technician performance after each maintenance call.
• Identify skill gaps and provide on-the-job training to technicians.

Skills

Coaching

Communication

Leadership

Analytical Skills

Job description

We are hiring Process Coaches in Calgary, AB!

Action Furnace is a residential HVAC company located in Alberta. Our focus is to continuously provide our customers with an exceptional experience pillared by integrity, teamwork, learning, teaching, and embracing change. We provide above average compensation, an amazing benefits plan, RRSPs, and the opportunity to grow within the company! We know that when our people are happy, so are our customers!

Reporting to the Call-by-Call Manager, The Process Coach is responsible for providing real-time guidance and post-call performance coaching to HVAC technicians, ensuring adherence to quality standards, communication best practices, and service protocols. They identify skill gaps, deliver on-the-job training, and track key performance metrics to drive continuous improvement. This role plays a critical part in enhancing the customer experience by ensuring technicians follow the full-service process and deliver consistent results. The coach also collaborates with leadership to implement process improvements and supports technician development aligned with company values.

Perks and Benefits to working at Action Furnace:

• Competitive annual salary
  
• Exceptional health and dental benefits
  
• RRSP matching program
  
• Health spending account
  
• Employee assistance program
  
• Life insurance
  

Responsibilities:

This position will include, but not be limited to the following:

Real Time Call Guidance:

· Provide real-time coaching during calls to ensure technicians are following best practices and maintaining high-quality standards.

· Offer constructive feedback on communication, and service delivery.

· Act as a motivational leader, encouraging technicians to meet their individual goals, improve their skills, and maintain a high level of professionalism.

Performance Coaching:

· Evaluate individual technician performance after each maintenance call to ensure consistent quality, timeliness, and customer satisfaction.

· Identify areas for improvement and deliver actionable feedback.

· Maintain logs of performance metrics, coaching sessions, and process improvement actions.

Skill Development:

• Identify skill gaps and provide on-the-job training to technicians, focusing on process and customer service skills.
• Promote continuous improvement in areas like recommending solutions, and upselling maintenance services or products.

Accountability and Results Tracking:

• Monitor and verify technicians’ adherence to documented procedures throughout the entire call lifecycle.
• Track and report on process compliance metrics and improvement initiatives to the Call-by-Call Manager and leadership team.
• Provide regular feedback to team leads and managers on technician progress and overall team performance.
• Maintain a central repository of coaching records, process changes, and performance outcomes for audit and review.

Customer Experience:

• Analyze trends in technician performance and customer feedback, identifying opportunities for process improvements.
• Validate that every customer interaction follows the end‑to‑end process, minimizing errors and escalating when necessary.
• Work with leadership to implement strategies that enhance call outcomes and service delivery efficiency.
  

Qualifications Include:

· Minimum 3 years experience in a training and development environment

· Previous management experience

· Valid drivers license for minimum 3 years with a clean driver abstract

Values:

· Commitment to Teaching and Learning – Demonstrates ownership of work, ability to help others by encouraging, motivating, and coaching.

· Integrity – Demonstrates ability to follow through on commitments – Do the right thing.

· Embrace Change – Demonstrates a “can do” mentality and takes on an assertive approach to welcoming changes set out by the leadership team.

· Team Player – Ability to work collaboratively with others to achieve company objectives.

We would love to see you join the Action Furnace team so if this sounds like an exciting opportunity for you, please do not hesitate in applying!

Action Furnace is committed to providing an accessible environment for all our employees. Candidates are encouraged to discuss any accommodation they may need.