Field Repair Technician 123 IL/IA Markets

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