Service Technician - Columbus

Company: Sears Holdings Corporation
Location: Newark
Posted on: November 23, 2020

Job Description:

Home Improvement Service Technician Under the direction of the District Production Manager, this role will lead the Home Improvement Products team in providing, identifying, establishing, promoting, and delivering swift and superior customer service throughout their respective District territory. This position will develop and maintain strong relationships with customers as well as office personnel by promoting open communication channels to improve performance. This position will utilize processes (SOPs) and techniques, such as scheduling, product ordering and new job inspections to maximize identify and minimize causes of customer dissatisfaction with service and products provided after the original installation. This position will be responsible for troubleshooting and negotiating reasonable resolutions for customer complaints. This position will maximize all available resources to insure that Transform Home Improvement Products is leading the industry in providing excellent customer service. JOB RESPONSIBILITIES: Responsible for running on an average of 56 appointments per month, excluding weekends. The incumbent will be responsible for performing fieldwork necessary in resolving customer complaints along with monitoring/inspecting new installs to insure products and services provided are to company standards. Help improve installation technique/methods of Sub-Contractors through field training. Physically fit to provide necessary fieldwork to resolve customer complaints. Maintain high level of customer satisfaction through efficient/timely customer resolution. Maintain good driving record. Good written and oral skills. Responsible for writing up service work orders, completing product order forms and communicating with customers on regular bases. Maintaining high performance level of appointments and completions of customer complaints. Work with Installation team to enhance and insure current installed jobs are in compliance with company installation methods and procedures through field inspections. Estimate and provide repair cost on service contracts when necessary. Perform related duties as assigned. Education/Training High School Education or equivalent. Three (3) years experience in product application and necessary tools Two (1) years experience in customer service related field Great selling techniques Computer and typing skills. Role specific abilities/skills Excellent customer and interpersonal skills Knowledge of installing home improvement products such as vinyl siding, replacement windows, doors, kitchen remodeling/re-facing General home construction knowledge Good written and verbal/phone skills Excellent at problem resolution and decision-making, concerning customer complaints Complete understanding of all tools, equipment and materials used to perform services Strong organization skills and ability and willingness to travel weekly

Keywords: Sears Holdings Corporation, Newark , Service Technician - Columbus, Professions , Newark, Ohio