Service Technician

Littleton CO

Description

Job Description - Service Technician Purpose: The service technician performs the various cleaning, maintenance, and repair tasks for his or her customers as needed. In addition, he or she handles routine paperwork, in-field tablet paperless invoicing and payment collecting, basic marketing, customer relations, vehicle maintenance and other tasks assigned by his or her supervisor. Qualifications: The most important aspect of the Service Technician’s job is the ability to favorably demonstrate the characteristics customers equate with “professionalism.” This strategy is as important as the technical aspects of the service because it is the key element that distinguishes Dryer Vent Wizard from its competitors. The service technician will have significant contact with customers and should therefore possess the following characteristics: • Neat appearance and good grooming • Punctuality • Dependability • Thoroughness and consistency • Empathy and ability to listen • Communication skills. Effective communication with fellow employees and customers enhances relationships, and results in customer retention. • Interpersonal skills. • Service demeanor. The professionalism, image, and reputation of Dryer Vent Wizard rest predominately in a strong service strategy. To be eligible for the position of service technician, the candidate will also possess the following: Agility. Employees must stoop, bend, kneel, stretch, lift, and carry in a manner consistent with normal house repair/maintenance activities without assistance or accommodation. Physical stamina. Employees must safely achieve and sustain minimum “production” rates consistent with the company standards that result in the required revenue per day per technician and revenue per week per technician. The typical company standard is 36 billable hours per week. Standard business hours. Employees must adhere to, maintain and be available to work the required business hours established for serving customers, without tardiness, interruption, or early departure. (Typically, Monday through Friday, 7:30-8:00 a.m. to 5:00 p.m.) Evening, Early Morning and Weekend Work are not required but available from time to time (especially for commercial customers) and those hours are on an as needed basis. System. Employees must execute the required procedures and precautions defined in the Dryer Vent Wizard system. The system is defined in the employee handbook, employment agreement and safety manual. Language proficiency. Employees must read, write, speak, and comprehend English and cultural slang to effectively deliver and manage the Dryer Vent Wizard service strategy as customer contact professionals. Map reading and navigation. Employees must be able to read maps and navigate their way about the community. Valid driver’s license and good driving record Bonding/Employee Dishonesty. All Dryer Vent Wizard employees must be bonded and insured for employee dishonesty. This requires that they cannot have any known record of dishonest acts or convictions for criminal or felonious acts. POTENTIAL RESPONSIBILITIES: The responsibilities of a Service Technician generally consist of, but are not limited to, the following: • Report to work no later than 7:30 a.m. – 8:00 a.m., Monday through Friday, except for meetings and other scheduled events. • Maintain appearance and demeanor representative of the Dryer Vent Wizard image. • Cooperate with supervisor and perform duties assigned by supervisor. • Cooperate with other service technician and perform duties assigned by the owner and/or office supervisor. • Service homes at the Dryer Vent Wizard level of quality. • Inspect own work in customers’ homes and ensure that it is complete, thorough and meets Dryer Vent Wizard quality standards and meets or exceeds customers’ expectations. • Report all injuries immediately. Injured workers must immediately be seen by a physician/clinic specified by the supervisor. • Attend and participate in all staff meetings. • Abide by all rules, regulations, and policies contained in the employee handbook, safety manual and employment agreement, including active participation in identifying, reporting and correcting situations affecting safety, quality and customer satisfaction. • Fulfill all other duties and responsibilities assigned by the company. • Manage customer relations, including collection of payments. • Properly use and maintain the Dryer Vent Wizard vehicle (Maintenance Agreement Monthly). • Properly use and maintain all provided supplies and equipment. • Report all deficiencies or unusual characteristics of the Dryer Vent Wizard vehicle or equipment immediately. • Document all route activity and customer cash receipts using the proper forms and filling them out completely and legibly. • Ladder work is a requirement. Supervision: The service technician reports to office manager and owner. The service technician partners/works with the customer service rep. Compensation: Service technicians are paid hourly and commission according revenue generated on a weekly basis. Work conditions: Dryer Vent Wizard of Littleton is committed to providing safe work conditions. The service technician is expected to travel directly to customers’ homes without stopping by the Dryer Vent Wizard of Littleton office. At times it may be necessary to work overtime in order to complete a job for a customer. Service technicians usually work alone without direct supervision.