Job Description

Job Overview:
The Service Technician is responsible for coordinating and delivering service to fulfill customer maintenance contracts and repair needs. This role involves managing service level agreements (SLAs), anticipating customer needs, resolving issues, and optimizing the utilization of the service team by assigning tasks based on availability and skill level.

Responsibilities and Duties:

• Assign and coordinate work assignments to technicians and address critical and procedural customer issues.
• Optimize repair, rework, and maintenance processes to ensure efficient use of personnel.
• Provide excellent customer care, focusing on assessing customer needs and delivering effective solutions for a positive customer experience.
• Communicate directly with customers to discuss issues, outline service work needed, and provide updates.
• Complete and manage work orders, including cost estimates and projected delivery timelines.
• Address customer complaints, questions, and concerns professionally and efficiently.
• Recommend improvements to service processes and materials used.
• Monitor and manage material and labor costs to meet or exceed estimated gross profit percentages for service jobs.
• Collaborate with customers and administrators to ensure timely and accurate billing for work orders and service jobs.
• Perform other job-related duties as required.

Qualifications:

• Self-motivated with the ability to work under minimal supervision.
• Excellent communication and interpersonal skills for effective customer interaction.
• Must have a clean driving record and be willing to complete a background check, drug test, and participate in random testing.
• 5–7 years of previous industry experience required.
• Proven ability to assess and resolve customer concerns professionally and efficiently.

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