Technical Services Lead

POSITION TITLE: Technical Services Lead (TSL)
DEPARTMENT/DIVISION: Service Division
Reports to: VP of Operations
POSITION OVERVIEW:
The Technical Services Lead is responsible for ensuring that the services delivered by DAEL meet the company’s technical and quality standards. This office-based role reviews completed field work, provides technical guidance to technicians, ensures service tickets are accurate and complete, and develops quotations based on technician findings and recommendations.The Technical Services Lead serves as a critical link between completed field work and final customer invoicing, helping ensure technical quality, accurate documentation, and timely identification of follow-up work.RESPONSIBILITIES:
Review all service tickets including time, materials, pictures, and equipment to ensure the work performed matches the written description and meets industry/company standardsCorrespond with technicians to clarify any technical informationReport quality issues or concerns to management, work through resolutions when applicable/directedComplete quotes based on technician recommendations, unit age/condition, industry standards, and customers’ long-term goalsExtract pull-through work from service calls and preventative maintenance visitsPerform quality and cost control of all quoted projects throughout scope of work to maintain expected standardsDevelop meaningful relationships with customers to encourage trust and loyaltyCommunicate with customers regarding quoted work and provide knowledgeable and insightful information to enable customer to make an informed decisionFollow up with customers on quoted work and coordinate with service team if approvedStay current with changing industry standardsWork with team members to facilitate calls, manage workflow, and provide a positive customer journeyMaintain an organized workspace and properly file documents, updates, and product information so it is readily accessible for referenceWork with management to meet company goals and deliverablesMINIMUM QUALIFICATIONS
Education, Licensing & ExperienceValid Ontario 313A Refrigeration and Air Conditioning Systems Mechanic Certificate of Qualification in good standing.Minimum ten (10) years of hands-on field experience in commercial and/or industrial HVAC/R and mechanical service.Demonstrated advanced technical knowledge and ability to diagnose complex HVAC/R and combustion equipment and provide technical guidance to field technicians.Experience scoping and quoting HVAC/R and mechanical repair, replacement and retrofit work, including estimating labour and material requirements.Experience using field service management software (e.G., BuildOps) to review service tickets, equipment history, labour, materials, documentation and job information.Strong working knowledge of applicable Ontario codes, regulations and industry standards.PREFERRED QUALIFICATIONS
Industrial HVAC/R and combustion experience.Previous experience mentoring or providing technical support to field technicians.Strong communication, organization and computer skills.
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