HVAC Service Technician

About the Role

At Akian Plumbing, Heating, Cooling & Electric, we're more than a home service company—we're a team committed to delivering exceptional customer experiences while creating long-term career opportunities for our employees. Our success is built on professionalism, accountability, continuous improvement, and always doing what's right for the customer.

As an HVAC Service Technician, you will be responsible for diagnosing, repairing, maintaining, and optimizing residential heating and cooling systems while delivering an outstanding customer experience on every call.

This position requires strong technical ability, excellent communication skills, and a commitment to helping homeowners make informed decisions about the comfort and safety of their homes.

Key Responsibilities

Customer Experience

• Deliver an exceptional customer experience by arriving on time, communicating professionally, and treating every customer's home with respect.
• Build trust by educating homeowners on the condition of their HVAC system and providing honest recommendations based on their needs.
• Present repair and replacement options clearly and confidently while allowing customers to make informed decisions.
• Promote Akian's maintenance memberships and educate customers on the long-term value of preventative maintenance.
• Identify opportunities to improve customer comfort, efficiency, indoor air quality, and overall home safety.

Technical Responsibilities

• Diagnose, troubleshoot, repair, and maintain residential heating, cooling, and ventilation systems.
• Perform comprehensive system inspections and complete all required safety checks.
• Verify proper system operation through airflow, electrical, combustion (where applicable), refrigerant, and performance testing.
• Accurately diagnose equipment failures and provide effective repair solutions.
• Follow manufacturer specifications and all local, state, and company installation and service standards.
• Ensure all repairs are completed safely, correctly, and efficiently the first time.

Documentation & Communication

• Complete all ServiceTitan documentation accurately, including job notes, invoices, photographs, forms, and equipment information.
• Maintain accurate job costing by properly recording materials & parts.
• Communicate scheduling needs, callbacks, special-order parts, and customer concerns with dispatch and management.
• Keep customers informed throughout the service process and set clear expectations before leaving each job.

Sales & Opportunity Identification

• Conduct a thorough evaluation of every home to identify additional opportunities that provide value to the customer.
• Recommend Indoor Air Quality (IAQ) products, thermostats, zoning, system upgrades, and other comfort solutions when appropriate.
• Identify opportunities for plumbing and electrical services and communicate those opportunities through Akian's multi-trade process.
• Complete required electrical safety inspections or coordinate them according to company procedures.
• Maintain high ethical standards by recommending only solutions that genuinely benefit the customer.

Teamwork & Professionalism

• Work collaboratively with dispatch, customer service, sales, installation, plumbing, and electrical teams to provide a seamless customer experience.
• Mentor apprentices and developing technicians by sharing knowledge, demonstrating best practices, and supporting their growth.
• Maintain a clean, organized, and professional company vehicle stocked with the necessary tools and inventory.
• Protect customer property by using floor protection, drop cloths, and maintaining a clean work area before, during, and after every service call.
• Represent Akian professionally both on and off the jobsite.

Safety & Continuous Improvement

• Follow all OSHA regulations, company safety policies, and manufacturer safety guidelines.
• Immediately report any safety hazards, vehicle issues, or incidents.
• Participate in ongoing technical, product, sales, communication, and customer service training.
• Continuously work to improve technical knowledge, efficiency, communication skills, and overall performance.
• Perform additional duties as assigned.

Physical Requirements & Working Conditions

• Ability to work indoors and outdoors in varying weather conditions.
• Ability to stand, kneel, crouch, bend, crawl, climb ladders, and work in attics, basements, and crawlspaces.
• Ability to regularly lift and carry up to 50 pounds.
• Ability to safely operate hand tools, power tools, testing equipment, and HVAC machinery.
• Comfortable working from ladders and at elevated heights when necessary.

Position Standards & Expectations

To be successful at Akian, HVAC Service Technicians are expected to:

• Maintain a valid driver's license with an acceptable driving record.
• Demonstrate professionalism, integrity, and accountability in every customer interaction.
• Maintain accurate and timely documentation in ServiceTitan.
• Participate in required company meetings and training programs.
• Be willing to work overtime, evenings, weekends, or emergency on-call shifts as business needs require.
• Maintain confidentiality regarding company operations, customer information, pricing, and proprietary business practices.
• Consistently uphold Akian's Core Values by delivering exceptional workmanship, communicating effectively, embracing continuous improvement, and always doing what's right for the customer.