Field Repair Technician 123 WI

Description

JOB SUMMARY

The Field Repair Technician is responsible for performing emergency repairs, services, repairs, small projects, and warranty issues for Elite customers. This role focuses on delivering high-quality workmanship, ensuring customer satisfaction, and adhering to safety and company standards. The ideal candidate has technical expertise, strong problem-solving skills, and a commitment to excellent customer service.

KEY RESPONSIBILITIES

Service Delivery:

• Perform emergency repairs, services, repairs, small projects, and warranty issues.
• Diagnose and troubleshoot issues to ensure a first-time fix whenever possible.
• Follow company protocols to deliver consistent and high-quality service.

Customer Interaction:

• Communicate effectively with customers to explain repair procedures, timelines, and costs.
• Provide exceptional customer service, addressing concerns and answering questions professionally.
• Represent the company positively by maintaining a clean, professional appearance and courteous demeanor.

Technical Expertise:

• Utilize tools, equipment, and technology to perform repairs efficiently.
• Stay updated on new products, technology, and repair techniques through ongoing training.
• Ensure all repairs meet or exceed company and industry standards.

Safety & Compliance:

• Follow all safety protocols and ensure a safe working environment.
• Maintain compliance with local, state, and federal regulations.
• Complete required documentation for each job accurately and on time.

Efficiency & Productivity:

• Manage time effectively to complete daily assignments and minimize travel time.
• Optimize route plans and schedules in coordination with management.
• Provide immediate response for emergency repairs or service from customer service representatives.
• Maintain an inventory of tools and building materials to reduce delays.

Team Collaboration:

• Report to the Manager of Repair Technicians regarding progress, challenges, and opportunities for improvement.
• Provide feedback on recurring issues or product quality concerns to improve service delivery.
• Participate in team meetings and training sessions.

Additional Duties As Assigned

Requirements

REQUIRED: QUALIFICATIONS

• Education: High school diploma or equivalent required; vocational training or technical certifications preferred. License/Journey in trades relevant to us
• 5+ years of experience in repair, maintenance, or installation roles, preferably in home improvement or related industries.
• Strong mechanical and technical aptitude.
• Excellent problem-solving and diagnostic skills.
• Excellent communication and interpersonal skills.
• Familiarity with Microsoft suite, CRMS and/or ERP systems 
• Ability to travel to job sites up to 95% of time
• Must be able to pass a criminal background check, have a valid driver’s license and a clear drug screen

REQUIRED: KEY PERFORMANCE INDICATORS (KPIS)

100 points monthly (5 audits × 20 points)

• Pass threshold: 80/100
• Minimum per audit: 16/20
• Elements (5 points each):
• Blaze Notes: Documentation of service calls and notes.
• Customer Satisfaction Form: Completed by customers post-service.
• Photo Documentation: Visual evidence of work performed.
• Required Documents: All necessary paperwork for services executed.
• Conducted by: Manager of Repair Technicians

Service Completion Rate

• Target: 95% benchmark, 90% threshold
• Completion Criteria: Customer satisfaction form + service form
• Delay Documentation: Delays must be documented within 1 hour
• Valid Delays (excluded from calculation):
• Weather
• Material delays
• Customer-related issues

Customer Feedback (CARE)

• Definition: Based on solicited feedback only
• Rating Scale: 1-5
• Measures:
• Connect with empathy
• Act with urgency
• Resolve completely
• Exceed expectations
• Target: 30% response rate

REQUIRED: WORKING CONDITIONS

• Hours: 40 hours weekly an additional as needed
• Location: to be performed at Elite location Market
• Travel: to job sites required 90% of time