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Installer Level 5

  • Job Title: Installer Level 5
  • Pay Scale: DOE
  • Work Hours: 7:30am – 4:00pm with a 30 min lunch and overtime as needed
  • Primary Job Function: To install heating and air conditioning systems to company standards providing the customer with a high quality experience. Supervise the work of other installers maintaining high quality and timely job performance.
  • Reports to: Installation Manager/Foreman

Required Qualifications:

  • Must possess all qualifications of Level 1, Level 2, Level 3and Level 4 installers in addition to the following:
  • Level 5 tools
  • Proficient in all HVAC functional design and installation of ductwork systems
  • Proficient understanding of refrigerant, gas and electric furnaces, heat pumps, troubleshooting and installation of all residential and light commercial systems
  • Able to train and supervise others
  • Exceptional Safety knowledge of tools, testing devices and surroundings.
  • General knowledge in all HVAC low voltage systems
  • Ability to consult on customer complaints and give solutions that are beneficial for customer as well as company
  • Ability to supervise others
  • Attend leadership training classes
  • Enroll in advanced HVAC training classes, 20 hours per year
  • Obtain all Installer based NATE Certifications and keep status current
  • Ability to test and balance systems
  • Understand and apply all codes for residential and light commercial

Daily, Weekly, Monthly, Yearly Duties

  • Operate company vehicle daily
  • Follow instructions from supervisor and carry out in timely manner.
  • Supervise and be responsible for other installers and multiple crews
  • Report problems with company tools or vehicle promptly.
  • Work well with customers, co-workers and subcontractors
  • Work staggered schedule if required.
  • Run and work a job from start to finish
  • Maintain professional relationship with builders
  • Maintain professional appearance and attitude at all times.
  • Run a job without supervision
  • Complete jobs within the labor budget
  • Complete all necessary paperwork, job packets, change orders, time cards
  • Answer questions and train all installation employees
  • 20 hours of job related training annually
  • Test and balance residential and light commercial HVAC systems
  • Other duties as assigned

Performance Indicators:

Certain key business indicators that will measure the effectiveness of the Installer Level 5. These include the following:

  • Timeliness of work
  • Customer satisfaction
  • Level of demonstrated desire to learn
  • Level to which dress code is adhered
  • Properly completed paperwork
  • Level to which company procedures are adhered to
  • Number of on time arrivals
  • Ability to follow direction
  • Level to which safety policy is adhered to

Customer Service Representative

  • Job Title: Customer Service Representative
  • Work Hours: 8:00 am to 5:00 pm Monday thru Saturday availability required. Some overtime and nights may be required.
  • Primary Job Function: Contact existing customers and neighbors for the purpose of scheduling service and maintenance appointments and commercial service agreement appointments. Assist Service department with customer retention. Maintain customer database with current information. Maintain clear and concise communications with department managers, employees, and customers, including keeping customers appraised as to company schedule and requested lead-times.
  • Reports to: Comptroller/Service Manager

Required Qualifications:

  • High school Diploma or GED
  • Excellent verbal skills
  • Well-organized and ability to work independently
  • Professional phone skills
  • Creative thinker
  • Geographical knowledge of service area and/or map reading skills
  • Strong interpersonal skills
  • Timely in all work and attendance
  • 1-2 years Inside Sales or Telemarketing experience helpful
  • Energetic personality
  • Teachable
  • Basic Computer Skills
  • Two years related experience and/or training in customer service, dispatching, or project management or equivalent combination of education and experience

Daily, Weekly, Monthly, Yearly Duties

  • Make outbound calls to commercial and residential customers for the purpose of scheduling an appointment for the Commercial Service Agreement
    Assist in maintenance of Comfort Club agreements, including customer database, CCM database, scheduling, staging of materials, customer hard files, and renewals
  • Track calling efforts and accomplishments using call log and provide to GM.
  • Take incoming customer calls, answering the phone no later than the 3rd ring – preferably on the 1st ring
  • Ensure that customer files and software are updated as information is received
  • Respond to answering service messages left overnight not handled by “on call” technician
  • Review appointment availability with Service Dispatcher and Sales Coordinator
  • Follow up with clients on accessory recommendations
  • Coordinate with Service Dispatcher mailing of postcards
  • File and follow up on extended warranty claims via online system
  • Provide accurate appointment information to service or sales
  • Explain the Diagnostic/Flat Rate process and timelines along with asking how the client will be paying, explaining payment is due at time of service
  • Encourage and cheer technicians daily
  • Create any reports deemed necessary to track appointment and lead information
  • Train as and act as back up Dispatcher and Receptionist (See job descriptions)
  • Assist in ordering parts for dispatch
  • Assist in scheduling leads for the sales department
  • Follow up on all pending and recommended work with customers utilizing the Pending Work Log
  • Contact proper team members with immediate customer concerns
  • Call customers within 24 hours of a service call and/or completed installation and conduct a Happy Call
  • Provide exceptional customer service to internal and external customers
  • Take mail to post office daily
  • Assist with other office duties as needed
  • Other duties as assigned

Performance Indicators:

Certain key business indicators that will measure the effectiveness of the Service Manager. These include the following:

  • Degree to which unproductive labor or lost time is minimized
  • Number of return trips and callbacks due to scheduling inefficiencies
  • Accuracy of maintenance agreement files
  • Follow up on pending or recommended work
  • Travel time goal = 15 minutes
  • CCM Retention Rate

I hereby acknowledge that I have received a copy of my job description and that I have read and understand its contents. I also agree to abide by the policies and procedures of KCA, Inc.

Service Manager

  • Service Tech Level 4
  • Reports To: Service Manager

Required Qualifications

  • Advanced customer service skills.
  • Be familiar with a wide range of equipment and troubleshooting techniques.
  • Experience making repair and replace decisions.
  • NATE certification or acquire within one year of employment as Service Technician 4.
  • Demonstrate willingness to accept responsibility and leadership roles.
  • Knowledge of basic ductboard practices.
  • Ability to read and interpret wiring diagrams and blueprints.
  • Knowledge of air balancing principles and techniques.

Duties, Roles, and Responsibilities

  • Maintain professional appearance and attitude at all times.
  • Troubleshoot equipment, make repair and replace decisions.
  • Perform air balance with velometer or hood and recognize when and what problems exist from the test.
  • Verify and coordinate HVAC building code compliance.
  • Communicate clearly the ideas and explanations of problems to customers and coworkers.
  • Acquire preventative maintenance agreements.
  • Converse with building and home owners, general contractors, referring questions and/or problems to supervisor.
  • Provide hand and power tools
  • Run after hours calls as required.
  • Other duties as assigned.


*As directed/requested by Service Manager

    Position pay range

  • $19.00 to $25.00 per hour, based on skills, experience, performance, and ongoing training attendance
  • Additional compensation

  • Spiffs for planned maintenance agreements, accessories sold, and system leads sold.
  • Insurance

  • Eligible for medical insurance after 60 days of successful employment
  • $145 contribution from Kendall County Air per month for medical (employee must participate to qualify for employer contribution)
  • Dental and Vision insurance available, eligible after 60 days of successful employment (no contribution by employer)
  • $25,000 life insurance policy paid by company.
  • Tool Purchase Program

  • Purchase of tools through paycheck deduction program.
  • Training and Education

  • Tuition Reimbursement Program, up to 100% for classes directly applicable to job functions.
  • Periodic training from various equipment manufacturers, local utilities, national industry associations and Kendall County Air in-house training programs, both mandatory and voluntary.
  • Simple IRA

  • Eligibility for Simple IRA plan at one (1) year anniversary.
  • Holidays

  • Six (6) paid holidays after 60 days of successful employment
  • New Year’s Day Fourth of July Thanksgiving Day
    Labor Day Christmas Day Memorial Day

  • One (1) week after first complete year
  • Two (2) weeks after fifth complete year
  • I hereby acknowledge that I have received a copy of my job description and that I have read and understand its contents. I also agree to abide by the policies and procedures of KCA, Inc.

Why Choose Us?

KCA Services demonstrates excellence by holding ourselves to a higher standard.

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BBB Accredited Business
Fully Accredited by the BBB since 1973
Award Winning Service
KCA Services has been awarded Boerne's "Best of the Best" for 22 years in a row.
Professional Staff
Our internal motto is "we will always do the right thing."
We feel being truthful and working to make things right goes a long way.
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What Our Customers Say

Amazing Team!

Both Joseph and Josh were amazing in getting my heating system working again. It took some time with pieces and parts but they were persistent and it finally worked! A great team both in the field and in the office. Appreciate the warranty support. You couldn’t ask for more

Rives T.

Prompt and Professional

KCA did a great job for us. They were prompt and professional when they came to bid. Started and ended the project on time with excellent craftsmanship. Highly recommend KCA!!

Rob R.

Very Impressed!

Very impressed with this company. Courteous, professional, and maintained a clean work area while cleaning our ducts. The two gentlemen that came out to do the work represented their company very well!. I would highly recommend this company.

Tim B.