Service Technician – Level 2 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 Service Technician is responsible for diagnosing, servicing, repairing, and maintaining residential and light commercial HVAC systems while delivering a high‑quality customer experience. This role is expected to perform advanced diagnostic and repair work independently, educate customers on repair and replacement options, and maintain accurate documentation.

This position also supports installation operations during slower service periods and should possess residential HVAC retrofit and/or new construction installation experience sufficient to assist with installs, startups, equipment replacements, duct modifications, and related field operations as needed.

The Service Technician serves as a technical resource within the department and may assist with training and mentoring junior technicians.

Reports To: Operations Manager

Required Qualifications

• Minimum 3+ years of residential HVAC service experience
• Experience performing diagnostic and repair work independently
• Experience with residential retrofit and/or new construction HVAC installation
• Valid driver’s license and insurable driving record
• EPA Type II or Universal Refrigerant Handling Certification
• Strong understanding of refrigeration, airflow, electrical, gas heating, and heat pump systems
• Ability to diagnose residential and light commercial HVAC equipment independently
• Ability to read wiring diagrams, blueprints, and installation specifications
• Strong customer communication and consultative skills
• Ability to operate tablets, smartphones, and mobile field software systems
• Ability to accurately document repairs, estimates, and customer interactions in field software
• Ability to safely work from ladders, in attics, crawlspaces, rooftops, and confined spaces
• Ability to comply with all company safety standards and policies
• Willingness to participate in ongoing technical training and education
• Ability to maintain required company tool list

Preferred Qualifications

• NATE Certification(s)
• Experience using ServiceTitan
• Experience with ductless systems, zoning, IAQ, and advanced controls
• Light commercial HVAC experience
• Brazing certification
• Oregon Limited Electrical License (LEB)
• Experience with hydronic, radiant, boiler, or water‑source systems

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, Maintenance & Diagnostic Responsibilities

• Arrive at job sites at scheduled times and locations as dispatched
• Diagnose, troubleshoot, and repair residential and light commercial HVAC systems
• Perform preventative maintenance on HVAC equipment
• Present repair, replacement, and maintenance options to customers
• Educate customers on system performance and IAQ products
• Complete approved repairs efficiently and accurately
• Communicate clearly with dispatch regarding job status and parts needs
• Maintain accurate documentation, notes, estimates, and invoices in ServiceTitan
• Document opportunities, follow‑ups, and customer interactions
• Operate company vehicle safely
• Maintain professional appearance and customer service standards
• Participate in the on‑call rotation
• Assist with training and mentoring junior technicians

Technical & Installation Responsibilities

• Perform advanced diagnostic and repair work on:
– Gas furnaces
– Heat pumps
– Air conditioners
– Ductless mini‑splits
– Commercial package units
– Hydronic and radiant systems
– Water source heat pumps
– Economizers and advanced controls
• Perform commercial maintenance and diagnostics independently
• Layout and install refrigeration piping and low‑voltage wiring
• Read and interpret wiring diagrams and blueprints
• Perform air balancing and evaluate system performance
• Assist with residential retrofit and new construction installations
• Install and commission HVAC equipment
• Perform brazing, pressure testing, vacuum procedures, charging, and startup
• Safely operate ladders, lifts, recovery equipment, analyzers, and HVAC tools

Operational & Administrative Responsibilities

• Maintain truck inventory and restock as needed
• Complete all paperwork, timecards, and documentation accurately and on time
• Participate in meetings, training, and continuing education
• Maintain required certifications
• Follow all company safety policies
• Report vehicle, equipment, or safety concerns promptly
• Support department goals and assist with additional duties as assigned

Key Performance Indicators (KPIs)

Average Ticket Performance
• Target: Achieve annual average ticket goal
• Measured By: ServiceTitan technician performance reports
Revenue Production
• Target: Meet or exceed monthly revenue goals
• Measured By: ServiceTitan reports
Recall Ratio
• Target: ≤ 2% callback rate
• Measured By: Recall and warranty tracking
ServiceTitan Documentation Accuracy
• Target: ≥ 98% accuracy with same‑day updates
• Measured By: Dispatch audits and reporting
Membership & Opportunity Conversion
• Target: Meet annual membership and lead goals
• Measured By: ServiceTitan tracking
Customer Satisfaction
• Target: ≥ 4.8 / 5.0 rating
• Measured By: Surveys, reviews, escalation tracking

Physical Demands & Work Environment

Physical Demands

Regular walking, standing, climbing, kneeling, crouching, crawling, lifting up to 50 lbs unassisted, and maneuvering heavier materials with assistance. Frequent work in attics, crawlspaces, rooftops, confined spaces, and uneven terrain. Use of ladders, power tools, and HVAC testing instruments required.

Work Environment

Work occurs in residential homes, commercial buildings, construction sites, rooftops, attics, crawlspaces, and outdoor environments in varying weather conditions including heat, cold, rain, snow, and smoke. Exposure to dust, electrical systems, refrigerants, mechanical equipment, and loud noise. Driving between job sites required.

How to Apply

⭐ Contact Express Employment Professionals
📞 Call: 541‑389‑1505
📧 Email: jennifer.underhill@expresspros.com
👤 Ask for: Jennifer

#3124ST

Express Office: Bend

296 Southwest Columbia Street

Suite B

Bend, OR 97702

Email us

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