HVAC & Fuel Service Lead — Field Ops & Tech Support

Upstate Energy; Modena (NY); On-site; USD 52,000 - 58,000; Full time

Benefits offered by this job

401(k)

Employee discounts

Health insurance

Paid time off

Bonus based on performance

Company car

Company parties

Job summary

Upstate Energy is seeking an experienced Service Team Lead to oversee and strengthen our HVAC and fuel service department in Gardiner, NY, coordinating daily service operations and ensuring high workmanship standards across fieldwork and administration.

The ideal candidate will balance technical diagnostics with team leadership, scheduling, and customer service, actively participating in fieldwork, service calls, safety compliance, and on-call rotation as required.

Qualifications

• Significant hands on experience servicing heating and HVAC equipment.
• Strong experience with oil fired and propane fired systems.
• Demonstrated diagnostic and troubleshooting ability.
• Ability to lead technicians while remaining actively involved in fieldwork.
• Strong communication and customer service skills.
• Ability to prioritize emergency calls, scheduled work, and technician capacity.
• Ability to use mobile applications and service management software.
• Valid driver’s license and acceptable driving record.
• Ability to work independently and make sound field decisions.
• Willingness to participate in an on call rotation.
• Commitment to safety, workmanship, documentation, and accountability.

Responsibilities

• Lead, support, and develop the service technicians.
• Provide technical guidance on difficult service calls and installations.
• Assist technicians with diagnostics, troubleshooting, and repair decisions.
• Help train less experienced technicians and improve overall team capability.
• Establish clear expectations for workmanship, professionalism, documentation, and customer communication.
• Address performance or workflow issues promptly and professionally.
• Promote a team focused culture built around accountability, communication, and reliable customer service.
• Help coordinate the daily service schedule based on technician availability, geography, urgency, and job complexity.
• Maintain sufficient capacity for emergency and no heat calls.
• Review open, incomplete, rescheduled, and follow up jobs.
• Confirm that technicians have the correct parts, materials, equipment, and job information before dispatch.
• Coordinate with the office team regarding customer concerns, job status, estimates, parts, and scheduling.
• Reduce unnecessary travel, repeat visits, callbacks, and scheduling gaps.
• Help ensure service jobs are completed and invoiced promptly.
• Perform service, maintenance, diagnostics, and repairs as needed.
• Troubleshoot oil, propane, heating, hot water, and related HVAC equipment.
• Assist with complex system problems and recurring service issues.
• Participate in the company’s compensated on call rotation.
• Respond professionally to emergency and no heat situations.
• Support installations, replacements, startups, and system commissioning when required.
• Verify that completed work meets company standards and applicable safety requirements.
• Ensure technicians review service history and equipment records before or during each service call.
• Require technicians to enter missing equipment information and update incomplete or inaccurate records.
• Confirm serial numbers, ownership status, equipment notes, photographs, and supporting files are entered when available.
• Ensure technicians clock into each individual service job using the company’s service software.
• Verify that all labor, parts, discounts, recommendations, and customer notes are entered accurately.
• Confirm jobs are properly completed in the service software before they are submitted for invoicing.
• Follow up on incomplete jobs and missing documentation.
• Treat incomplete documentation as an operational and financial control issue, not simply an administrative mistake.
• Review callbacks, repeat repairs, unresolved complaints, and workmanship concerns.
• Identify whether problems resulted from diagnosis, installation, parts, scheduling, documentation, or communication.
• Help prevent avoidable callbacks and lost labor.
• Communicate clearly and professionally with customers.
• Explain repair findings, available options, safety concerns, and recommended next steps.
• Help resolve escalated customer issues while protecting the company’s reputation and financial interests.
• Ensure discounts, warranty decisions, and no charge work are properly authorized and documented.
• Help maintain appropriate service parts and materials.
• Identify commonly needed parts and recurring shortages.
• Coordinate special order parts and follow up repairs.
• Help ensure service vehicles remain organized and properly stocked.
• Report damaged tools, vehicle problems, and equipment needs promptly.
• Assist management in evaluating tools, equipment, training, and service department investments.
• The Service Team Lead will help management monitor and improve:
• Completed service calls
• Technician utilization
• Billable labor
• Labor recovery
• Revenue and gross profit per service call
• Parts usage and markup
• Callback frequency
• Overtime
• Invoice completion time
• Open and incomplete jobs
• Maintenance agreement activity
• Customer complaints and unresolved issues
• Service software documentation compliance

Skills

HVAC expertise

Oil/Propane systems

Leadership

Diagnostics

Fieldwork

Customer service

Emergency on-call

Tools

Service management software

Mobile applications

Job description

Upstate Energy is seeking an experienced Service Team Lead to oversee and strengthen our HVAC and fuel service department in Gardiner, NY, coordinating daily service operations and ensuring high workmanship standards across fieldwork and administration.

The ideal candidate will balance technical diagnostics with team leadership, scheduling, and customer service, actively participating in fieldwork, service calls, safety compliance, and on-call rotation as required.