This position is responsible for the repair of products in the customer’s home. Products repaired include Air Conditioners and AC Systems, Dehumidifiers, Heat Pumps, Furnaces, HVAC, Oil/Boilers, Refrigerators and Freezers (sealed systems), and a variety of other home appliances.
This position provides timely and quality repairs of customers’ products while maintaining high customer service. Additionally, technicians promote and sell additional products and services that directly impact the profitability of the company. We provide a service van, specialized tools, uniforms, laptop computer, cell telephone, and periodic training.
To provide the proper customer focus, the In-Home Service Technician must:
•Work as a dedicated team member to ensure fast, flexible and expert service to every customer
•Demonstrate a sense of urgency to meet customer time commitments
•Successfully complete all Technician II training elements within required timeframes
•Meet key performance metrics and/or productivity goals as defined by the business
•Provide knowledgeable and courteous repair service
•Continuously look for methods to improve business performance and enhance the customer experience
•Follow the Value Added Services Process (i.e., selling extended warranties, water filters, etc.) by effectively communicating the benefits to the customer
•Provide direction to a Technical Helper, as applicable
•Ability to receive truck stock at home if the company vehicle is retained at the technician’s place of residence or other designated location.
•Mentor other technicians, as applicable
•Maintain truck stock inventory within the prescribed company guidelines and standards
•Follow the truck maintenance schedule and keep a clean, organized truck
•Adhere to all company policies and procedures
•Perform miscellaneous duties as assigned
Job Specific Technical Competencies
The Technician’s specific functions fall into four main groups: Technical: •Accurately diagnose and repair appliances/equipment in the customer’s home •Ability to select and use basic tools or instruments to assemble, adjust, calibrate, repair or test various products •Ability to give the customer an accurate estimate of the cost of repair, if applicable •Ability to provide knowledgeable, courteous and professional customer service •Must have knowledge of basic electrical principles •Ability to work variable and flexible hours, including required overtime •Ability to handle stressful situations and work in a fast-paced environment •Regular and consistent attendance is an essential requirement of employment Communication: •Ability to communicate diagnosis and needed repairs of products to the customer in a knowledgeable and courteous manner •Ability to read, understand and apply written text of a technical nature in order to answer questions, solve problems, and complete job tasks •Ability to communicate effectively with Sears associates, vendors, third party customers and other outside sources (i.e., routing, STAC, etc.) •Ability to communicate effectively the benefits of the Value Added Services to the customers •Ability to communicate effectively with diverse groups, tailoring communication for audience/situation •Must have the ability to use a laptop computer for service call processes, routing functions and parts/inquiries/ordering •Ability to read, write and speak English Service Performance: •Ability to perform all services within manufacturer specifications and the In-Home Technician Operating Policies •Ability to perform all procedures and work instruction according to QMS standards •Ability to use the Sears Smart Toolbox (SST) to input, access, modify or output information •Ability to read, understand and navigate through information presented in diagram, blueprints or other pictorial displays on the laptop computer •Ability to demonstrate effectively appropriate time management skills •Ability to work with minimal supervision •Ability to maintain a professional appearance according to company dress code •Must demonstrate a commitment to quality work in all areas •Ability to follow specific process steps to ensure quality workmanship and prevent recalls •Ability to perform to the company standards set for PA, PM Add-ons and other VASP sales •Ability to follow all technical processes related to management of customer collections (i.e. ATM deposits) Safety: •Ability to apply appropriate use of security, maintenance and safety procedures to protect company and customer assets (truck, tools, parts, inventory, etc.) •Ability to apply appropriate use of personal protective equipment (i.e. back belt, safety glasses) •Ability to frequently lift up to 50 lbs. and occasionally lift up to 100 lbs. •Ability to follow appropriate industry specific regulations related to the handling of hazardous materials This job is performed by the Technician driving to the customer’s home and repairing the appliance/equipment on-site. Technicians may drive up to 150+ miles per day. Experience/Education High School diploma or general education degree (GED) preferred •Must be at least 18 years of age •Certification and /or licenses as required Applicants holding a master-level trade / occupational license(s), i.e. HVAC/Mechanical, Electrical, General Contractor, Plumbing, which may be used to qualify Sears, may be given hiring preference and additional compensation based on business needs. Please indicate the type of license held, state in which it is valid, and the expiration date on your resume and/or application.•Must be able to pass the pre-employment drug screen, criminal background check and driver’s license check •Must possess and maintain a valid state driver’s license and be willing to submit to random drug testing, per company policy •Experience and aptitude with computers and databases
2 - 5 Years Experience
Preferred Minimum Education
High School / GED
On Occasion (Less than 5%)
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