Engineering Excellence

Manage sales activities to develop new commercial accounts and maintain customer relationships. | Requires business-to-business sales experience with cold calling, strong communication, and relationship building, with a high school diploma or bachelor's degree. | Commercial Account Manager Reports To: Sales Manager or General Manager Status: Full-time, Regular position Category: Sales Location Name: Engineering Excellence Location Address: Farming hills, MI ­­­ ­­­­­­­­­­­­Join the team of experts and realize your true potential! Why You Should Join the Service Experts Team: Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us, and become an EXPERT! Position Summary: The Commercial Account Manager (CAM) will sell products and services by interacting with commercial business customers and developing new relationships. The CAM will work to develop long-term relationships with customers via commercial maintenance contracts and put the Company in a position to help the customer with their HVAC needs. Key Responsibilities: Utilizes effective sales techniques, including networking and “cold calling” to develop new accounts for commercial maintenance, service, retrofit and replacement business. Actively manages and maintains relationships with strategic commercial customers and supports the ongoing relationships with these customers. Ensures that the customer receives consistent service delivery in all locations. Utilizes the assessment tool and other relevant systems and information to prepare the proposal for the commercial customer. Explains technical information to the customer in an easy-to-understand manner. Prepares and presents service contracts for new customers and updates renewal contracts for existing customers. Enters new customer data and other sales data for customers into contact database. Prepares weekly reports of contracts sold, details of business transactions and customers contacted. Confers with owners of existing buildings and inspects premises to determine installation or service requirements. Presents bid to customer and explains credit terms and cost factors, emphasizing quality, performance and service. Coordinates transition from new commercial installation customer to ongoing maintenance/service customer by meeting with owner and preparing proposals to meet their ongoing HVAC needs at project completion. Contacts owners periodically to advise of progress of work and resolve any service problems. Contacts property owners and construction agents of prospective customers to obtain information on building specifications and submits information to commercial sales/estimating department. Lead generation for prospective customers for use as sales leads based upon information from newspapers, business directories, industry ads, trade shows, Internet web sites and other sources. Develops and maintains relationships with purchasing contacts. Other duties as assigned Qualifications: The qualified candidate must have a high school diploma or equivalent. Bachelor’s degree or equivalent experience required. Proven sales experience with emphasis on business-to business selling, cold-calling and generating sales from networking and lead generation. Knowledge of commercial service sales concepts, practices and procedures. Excellent verbal and written communication skills and strong relationship-management ability. Ability to build long-term relationships with customers. Ability to work cooperatively with technical, administrative and support staff. Ability to work with Microsoft Office, contact management software and databases. Good organizational skills and ability to manage multiple priorities simultaneously. Knowledge of the commercial HVAC industry preferred. Self-starter with a desire to learn and to grow the business. The ability to work occasional overtime and weekend hours as required. The successful incumbent must be able to meet the minimum requirements for our background check criteria. What Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee: Competitive pay, including incentive opportunities for many positions. Medical /Dental /Vision Insurance programs. RRSP Plan with company matching contributions. Life Insurance for you and options you can elect for your family. Short-Term and Long-Term disability insurance, that protects you and your family if you are unable to work. World class training opportunities through our Expert University Learning Management System. Career development opportunities. Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts. Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email talentacquisition@serviceexperts.com

Handle customer inquiries, resolve complaints, and manage scheduling and billing in a fast-paced environment. | High school diploma with 7+ years of customer service experience, computer proficiency, and excellent communication skills. | Position Title: Sales Operations Coordinator III Reports To: General Manager or Office Manager Status: Full-time, Regular position Category: Customer Service/Support Location Name: Engineering Excellence Location Address: Farmington Hills, MI Join the team of experts and realize your true potential! Why You Should Join the Service Experts Team? Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT! Position Summary: The Customer Service Specialist Sr. handles customer service requests, appointment booking, customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution. The Customer Service Specialist will be responsible for assisting in day-to-day operation of the Center. What Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee. Competitive Pay, including incentive opportunities for many positions Paid Time Off and Company Holiday Pay Medical /Dental /Vision Insurance programs 401(k) Retirement Savings Plan with company matching contributions Life Insurance, for you and options you can elect for your family Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs World Class Training opportunities through our Experts University Career Development opportunities Key Responsibilities: Answers incoming phone calls from customers and assists call or routes call to appropriate person Maintains good customer relations and ensures that all calls meet Service Experts’ standards Handles and resolves a variety of customer concerns, complaints, and questions by phone, email, Chat, (questions may include billing inquires, technician ETA, scheduling issues, and general company product and service questions) Resolves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues Maintains customer records by updating account information Accurately dispositions calls in call monitoring software Adheres to CPI compliance regulations when taking payments over the phone Updates capacity planner whenever calls or booked, rescheduled or cancelled Works with Sales and Service Coordinator to improve accuracy in scheduling and speed of response Communicates with customers on the status of service calls Assists with dispatching as needed Continually maintains working knowledge of all company products, services, and promotions Working with dispatch to improve accuracy in scheduling and speed of response Reliable attendance and on-time job performance Performs similar/other duties as needed or assigned Qualifications: High school diploma or equivalent with 7+ years experience working in customer service or other customer-facing environment Experience or training the use of computers and related systems in an administrative office environment Must be able to multi-task and work effectively in fast-paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness. Excellent customer-service, communication, and interpersonal skills Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate with a diverse customer population. Ability to work effectively in both a team and an independent environment Ability to make decisions based on established guidelines and procedures Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence Effective organizational and time-management skills. Must be able to prioritize work based on service demands An understanding and knowledge of the HVAC/Refrigeration Industry is an asset Service Experts Heating & Air Conditioning is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts. Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email talentacquisition@serviceexperts.com

Handle customer inquiries, resolve issues, update records, and coordinate scheduling in a fast-paced environment. | High school diploma or equivalent with 7+ years of customer service experience, computer skills, and excellent communication skills. | Position Title: Sales Operations Coordinator III Reports To: General Manager or Office Manager Status: Full-time, Regular position Category: Customer Service/Support Location Name: Engineering Excellence Location Address: Farmington Hills, MI Join the team of experts and realize your true potential! Why You Should Join the Service Experts Team? Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us and become an EXPERT! Position Summary: The Customer Service Specialist Sr. handles customer service requests, appointment booking, customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one-call resolution. The Customer Service Specialist will be responsible for assisting in day-to-day operation of the Center. What Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee. • Competitive Pay, including incentive opportunities for many positions • Paid Time Off and Company Holiday Pay • Medical /Dental /Vision Insurance programs • 401(k) Retirement Savings Plan with company matching contributions • Life Insurance, for you and options you can elect for your family • Short-term and Long-term disability insurance options, that protects you and your family if you are unable to work • Supplemental benefit programs such as: Legal advice, pet insurance, health advocacy programs • World Class Training opportunities through our Experts University • Career Development opportunities Key Responsibilities: • Answers incoming phone calls from customers and assists call or routes call to appropriate person • Maintains good customer relations and ensures that all calls meet Service Experts' standards • Handles and resolves a variety of customer concerns, complaints, and questions by phone, email, Chat, (questions may include billing inquires, technician ETA, scheduling issues, and general company product and service questions) • Resolves problems by clarifying issues, researching, exploring answers/alternative solutions, implementing solutions, and escalating unresolved issues • Maintains customer records by updating account information • Accurately dispositions calls in call monitoring software • Adheres to CPI compliance regulations when taking payments over the phone • Updates capacity planner whenever calls or booked, rescheduled or cancelled • Works with Sales and Service Coordinator to improve accuracy in scheduling and speed of response • Communicates with customers on the status of service calls • Assists with dispatching as needed • Continually maintains working knowledge of all company products, services, and promotions • Working with dispatch to improve accuracy in scheduling and speed of response • Reliable attendance and on-time job performance • Performs similar/other duties as needed or assigned Qualifications: • High school diploma or equivalent with 7+ years experience working in customer service or other customer-facing environment • Experience or training the use of computers and related systems in an administrative office environment • Must be able to multi-task and work effectively in fast-paced and constantly changing work environment. Must be comfortable switching rapidly between tasks with no loss in efficiency and effectiveness. • Excellent customer-service, communication, and interpersonal skills • Effective communication skills to communicate with customer and to resolve customer issues, complaints, or concerns • Ability to effectively communicate with co-workers and customers in a pleasant, business-like, and customer-focused manner. Ability to communicate with a diverse customer population. • Ability to work effectively in both a team and an independent environment • Ability to make decisions based on established guidelines and procedures • Ability to accept empowerment and to be prepared to make decisions regarding customer satisfaction with confidence • Effective organizational and time-management skills. Must be able to prioritize work based on service demands • An understanding and knowledge of the HVAC/Refrigeration Industry is an asset

Perform diagnostic and service work on commercial HVAC equipment, ensuring customer satisfaction and promoting services. | Requires 5+ years of HVAC experience with technical training, certifications, and proficiency in electrical and mechanical troubleshooting. | Job Title: Service Tech Lead Comm Reports To: General Manager Location Name: Engineering Excellence Location Address: 5535 Canal Rd, Valley View, OH, 44125 Join the team of experts and realize your true potential! Why You Should Join the Service Experts Team? Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with training support and an opportunity for unlimited professional growth. Join us and become an EXPERT! Job Summary Performs diagnostic and service work on commercial (5+ tons) HVAC equipment and accessories. Communicates with commercial customer to answer questions, resolves problems, and ensures complete customer satisfaction. Promotes products and services to customer. Trains other technicians, performs service work on more difficult situations, and assists the Field Supervisor or General Manager on work audits, site supervision, and work planning. Works under the direction of the Field Supervisor or General Manager Key Responsibilities: • Works under the direction of the Field Supervisor or General Manager to perform commercial service • and maintenance calls • Analyzes, diagnoses, and resolves customer problems in a courteous, professional, timely, and accurate manner • Diagnoses and performs services on heating, air conditioning, ventilation, and refrigeration equipment as well as accessories in an accurate and timely manner • Inspects equipment and performs diagnostics on equipment to identify potential problems to prevent premature and unexpected breakdowns or callbacks • Completes routine maintenance and equipment cleaning as needed or required • Responsible for delivery and removal of parts and equipment needed to complete service work • Using hand-held device records all required information on customer call. Completes all forms and • paperwork in a neat, timely, complete, and accurate manner. Collects payment from customer. • Communicates with dispatch, while on duty, to ensure dispatcher has an accurate status report of activities and availability • Responsible for delivery of excellent customer service and sustaining high levels of customer satisfaction • Promotes products and services to the customer. Calls Sales and Service Coordinator with specifics on • replacement product sales leads generated from customer service visit. Ensures company property,vehicles, and tools are being used, maintained, and properly accounted for • Represents the company professionally, honestly, and ethically in all business matters and activities • Follows standard procedures and process, ensures that the company vehicle is properly stocked, returns defective warranty parts to the branch, and orders/replenishes vehicle stock as needed. May be • responsible for completing material requisition forms and related administrative activities. • Assists the Field Supervisor or General Manager with site supervision, planning, and estimating • Assists the Field Supervisor or General Manager with completing quality audits on selected service calls to ensure superior performance, quality, and customer satisfaction • Trains other service/maintenance/install technicians in technical skills and company procedures, as assigned • Performs similar/other duties as needed or assigned Health & Safety Roles and Responsibilities: • Reports any unsafe acts, conditions and hazards to direct supervisor/manager immediately • Reports any contravention of legislation or company policy, procedure or program to direct supervisor/manager immediately • Corrects substandard acts or conditions within area of control • Uses and maintains appropriate personal protective equipment (PPE) as prescribed by company program(s) or procedure(s) • Never removes or renders ineffective safety guards, devices, or clothing prescribed to be in place or worn • Complies with the general rules as prescribed by company program(s) procedure(s) • Operates devises or equipment as prescribed by company program(s) or procedure(s) • Participates in any safety initiatives, teams, or committees • Reports all injuries or incidents as prescribed by company program(s) or procedure(s) immediately • Provides input on developing safety initiatives and plans to eliminate exposures that could cause accidents • Does not perform any act that may endanger the safety or well-being of others • Does not engage in any pranks, contests, or rough boisterous behavior • Works in compliance with applicable legislative requirement Qualifications: • High school diploma or GED with additional training and 5 plus years' experience in HVAC with technical training certification required • Must possess all valid licensing or certification as required by federal, state, provincial, or local governmental laws or regulations for the geographical work area EPA and safety certifications required • Advanced skills in servicing commercial heating, air conditioning, and ventilation equipment as well as related accessories • Advanced mechanical aptitude and the ability to operate all necessary tools and equipment • Proficient and able to operate all necessary tools and equipment to perform various service projects • Advanced skills at reading wiring diagrams and troubleshooting problems with electrical, refrigerant and duct systems on commercial HVAC equipment • Proficient and able to properly start up and balance airflow and to properly align belts and pulleys on all commercial systems with little to no supervision • Proficient and able to install a basic duct fitting • Advanced skills in troubleshooting and repairing electronic air cleaners, refrigeration systems, hot water • systems, steam boiler systems, humidifiers, and related equipment with little to no supervision • Ability to calculate heat gain and loss on commercial buildings using approved methods Effective • communication skills to communicate with customer and resolve customer issues, complaints, or concerns • Effective and efficient time-management and organizational skills • Valid driver's license with acceptable driving record • Available to work flexible hours and on-call shifts as needed • Ability to stand and walk and to climb ladders and attic stairs and to maneuver in attics, basements, and crawl spaces to access HVAC units. Ability to continually climb, balance, stoop, kneel, crouch, and/or crawl. • Ability to work in a variety of environmental conditions, including but not limited to the following: hot,cold, outdoor, indoor, dry, humid, slippery surfaces, heights, and congested areas • Ability to safely climb 300lb load capacity rated ladders with a 30lb tool belt • Natural or corrected vision to see and focus for close, distance, peripheral vision with normal depth perception • Ability to lift up to 75 pounds and ability to lift and carry items weighing up to 50 pounds What Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs, including: • Competitive Pay with incentive opportunities • Paid Time Off and Company Holiday Pay • Medical, Dental, and Vision Insurance programs • 401(k) Retirement Savings Plan with company matching contributions • Life Insurance and disability insurance options • Supplemental benefit programs • World Class Training opportunities through our Experts University • Career Development opportunities Service Experts Heating & Air Conditioning is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time with or without notice in accordance with the needs of Service Experts. Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodation upon request for individuals to participate in the application and hiring process. To request an accommodation please email talentacquisition@serviceexperts.com

Develop and maintain long-term relationships with commercial customers, prepare proposals, and support ongoing HVAC service needs. | Proven sales experience, ability to build relationships, and knowledge of commercial sales concepts; HVAC industry knowledge is preferred but not required. | Commercial Account Manager Reports To: Sales Manager or General Manager Status: Full-time, Regular position Category: Sales Location Name: Engineering Excellence Location Address: Join the team of experts and realize your true potential! Why You Should Join the Service Experts Team: Our team consists of the very best; we believe in doing what is right for our customers and our employees. We provide our employees with the training, support and an opportunity for unlimited professional growth. Join us, and become an EXPERT! Position Summary: The Commercial Account Manager (CAM) will sell products and services by interacting with commercial business customers and developing new relationships. The CAM will work to develop long-term relationships with customers via commercial maintenance contracts and put the Company in a position to help the customer with their HVAC needs. Key Responsibilities: • Utilizes effective sales techniques, including networking and “cold calling” to develop new accounts for commercial maintenance, service, retrofit and replacement business. • Actively manages and maintains relationships with strategic commercial customers and supports the ongoing relationships with these customers. • Ensures that the customer receives consistent service delivery in all locations. • Utilizes the assessment tool and other relevant systems and information to prepare the proposal for the commercial customer. Explains technical information to the customer in an easy-to-understand manner. • Prepares and presents service contracts for new customers and updates renewal contracts for existing customers. • Enters new customer data and other sales data for customers into contact database. • Prepares weekly reports of contracts sold, details of business transactions and customers contacted. • Confers with owners of existing buildings and inspects premises to determine installation or service requirements. • Presents bid to customer and explains credit terms and cost factors, emphasizing quality, performance and service. • Coordinates transition from new commercial installation customer to ongoing maintenance/service customer by meeting with owner and preparing proposals to meet their ongoing HVAC needs at project completion. • Contacts owners periodically to advise of progress of work and resolve any service problems. • Contacts property owners and construction agents of prospective customers to obtain information on building specifications and submits information to commercial sales/estimating department. • Lead generation for prospective customers for use as sales leads based upon information from newspapers, business directories, industry ads, trade shows, Internet web sites and other sources. • Develops and maintains relationships with purchasing contacts. • Other duties as assigned Qualifications: • The qualified candidate must have a high school diploma or equivalent. • Bachelor’s degree or equivalent experience required. • Proven sales experience with emphasis on business-to business selling, cold-calling and generating sales from networking and lead generation. • Knowledge of commercial service sales concepts, practices and procedures. • Excellent verbal and written communication skills and strong relationship-management ability. • Ability to build long-term relationships with customers. • Ability to work cooperatively with technical, administrative and support staff. • Ability to work with Microsoft Office, contact management software and databases. • Good organizational skills and ability to manage multiple priorities simultaneously. • Knowledge of the commercial HVAC industry preferred. • Self-starter with a desire to learn and to grow the business. • The ability to work occasional overtime and weekend hours as required. • The successful incumbent must be able to meet the minimum requirements for our background check criteria. What Do We Offer You as a Service Experts Employee? Service Experts offers a comprehensive benefits package designed to support employees and their families in managing their health and wellness needs. Following is a summary of the many benefits that could be available to you as a Service Experts valued employee: • Competitive pay, including incentive opportunities for many positions. • Medical /Dental /Vision Insurance programs. • RRSP Plan with company matching contributions. • Life Insurance for you and options you can elect for your family. • Short-Term and Long-Term disability insurance, that protects you and your family if you are unable to work. • World class training opportunities through our Expert University Learning Management System. • Career development opportunities.