United States onlyJOB 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
RequirementsREQUIRED: 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
