Service & Maintenance Technician Position Agreement

NOTE: The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. Such statements are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

JOB TITLE: Service Technician
DEPARTMENT: Service
REPORTS TO (Job Title): Service Coordinator
JOB CLASS: Non-Exempt
DATE OF PREPARATION: 08/20/13

JOB SUMMARY:

Meets with existing customers on pre-scheduled appointments to perform annual maintenance or Demand Service repair issues. Makes recommendations to customers on additional products or services and/or identifies a potential problem with diagnosis and remedy. Follows through with customers until all issues are resolved. Supports the management and mission of the company.

KEY PERFORMANCE INDICATOR:

  1. Revenue Per Hour – Benchmark +$95.00 per time ticket hour
  2. Replacement Lead Turnover – Benchmark: One out of 10 Opportunity Calls
  3. Replacement Sales conversion – +80%
  4. Service Agreement Sales / Renewals – Benchmark: Five out of 10 Opportunity Calls
  5. First Time Completes – Benchmark: 90% or better

ESSENTIAL JOB FUNCTIONS:

  1. Drives to potential customers’ homes to meet with them for pre-scheduled appointments to perform annual maintenance or resolve demand Service issues. Builds rapport and demonstrates expertise in HVAC and Home Performance-related services and systems. Recommends additional products and services to enhance or improve the client’s quality of life or to remedy the potential problem. Attempts to meet or exceed KPI goals. (80%)
  2. Creates job proposal for the job to include diagram(s), photographs, instructions, inventory needed, the customer “Fact Sheet,” pricing lists and the total price of the job. Follows job specifications to ensure all services are completed to meet company standards. Communicates job completion and/or complications to the Service Coordinator. Follows through until all issues are resolved. (15%)
  3. Attends a weekly meeting. (5%)
  4. Regular and punctual attendance. Ability to work overtime if needed. Ability to legally drive a motor vehicle.

MARGINAL JOB FUNCTIONS:

  1. Performs other related duties as assigned by management.
  2. Advises Service Coordinator on details of job proposal, as requested.

DIRECT REPORTS: None

NECESSARY KNOWLEDGE, SKILLS, ABILITIES (KSAs) and TALENTS:

  1. Knowledge of HVAC related systems, parts, materials, diagnostics, and applied procedures.
  2. Knowledge of sales, marketing, and customer satisfaction theories and practices.
  3. Skill in operating equipment and/or power tools preferred.
  4. Skill in rapport building, explaining the features and benefits of solutions, and closing the sale.
  5. Skill in reading, writing (legibly), and oral communication.
  6. Ability to learn, understand, accept, and put into practice the 12 Steps methodology of sales.
  7. Ability to learn and understand the technicality of Home Performance Solutions.
  8. Ability to make customer’s needs and desired outcomes very clear by being precise and thorough.
  9. Possess talent and personal traits:
    • Problem Solving
    • Customer Focus
    • Resiliency
    • Diplomacy & Tact
    • Self Management
    • Results Orientation
    • Goal Achievement
    • Integrity

EDUCATION AND EXPERIENCE:

  1. High School Diploma or GED required; (Bachelors Degree Preferred)
  2. Minimum one year of HVAC Technical school (Bachelors degree preferred)
  3. One (1) year experience in customer service or related field; or,
  4. An equivalent combination of education and experience to illustrate a proven track record in the business field.

PHYSICAL REQUIREMENTS:

0-24% 25-49% 50-74% 75-100%
Seeing: Must be able to see well enough to read reports, data, statistics & information on a computer screen. X
Hearing: Must be able to hear well enough to communicate on the telephone and in person. X
Standing/Walking: X
Fingering/Grasping/Feeling:
Must be able to operate computer & calculator		 X
Climbing/Stooping/Kneeling: X

PHYSICAL DIMENSIONS for Lifting, Carrying, Pushing, Pulling:

Heavy: Exerting up to 100 pounds of force occasionally and/or up-to 50 pounds of force frequently, and/or up-to 20 pounds of force constantly to move objects.

Behavioral Standards

  1. Calmness Don’t become rattled when the pressure is on.
  2. Commitment to Improvement Abide by processes that have been and are being developed with a consistent effort for improvement.
  3. Continue to Learn The search for knowledge keeps the mind alert and active, often resulting in innovations.
  4. Reasonableness It is one thing to be rational; it is quite another to be reasonable. To be rational is to rigidly impose the rules of formal Logic upon life and all human behavior. Strive for a reasonable balance.
  5. Thoroughness and Persistence A half-hearted and shallow approach to accountabilities will spoil results. Practice Thoroughness and Persistence
  6. Resiliency Business can bring disappointments, frustrations, and outright disasters. Rather than naively hoping that nothing bad will ever happen to be prepared to bounce back from setbacks no matter how bad they may seem to be at the time.
  7. Basic Loyalty The Company’s Future is closely tied to your success: A common destiny: You play a role in embodying the spirit of the company and should demonstrate loyalty with a sense of allegiance.
  8. No Cynicism in the workplace! Cynics are tragic people whose self-perception is so bad that they cannot begin to imagine a world where optimism, dreaming, commitment to something greater than oneself and the desire to do something truly remarkable could possibly exist. Always “looking for the angle,” they can trust no one because they can’t even trust themselves. Cynicism, distrust, sarcasm, suspicion, skepticism, doubt, scorn and backbiting are unacceptable behaviors that have NO PLACE IN THE WORKPLACE! Be careful about how you express frustrations. How you actually feel about any situation is not the issue. The issue is how your reactions are perceived: Your reactions or perceived reactions will “set the mood” for the entire team. Be responsible.
  9. Smile A smile can “set the mood”.
  10. Maintain a good, healthy sense of humor. Try not to be terminally professional.
  11. Don’t worry or be concerned about failure. You represent a company that offers the best product and service in your area. Understand that the value of the products and services you offer your prospect far outweigh the investment. Be proud of that fact. Maintain a posture of confidence and conviction in what you do, who you are and the company you represent at all times.

Appearance & Dress:

  1. Well Groomed.
  2. Hair cut neatly, above the collar.
  3. No facial hair is preferable, however, if facial hair is a must it should be well-groomed at all times.
  4. No exposed body piercing jewelry.
  5. Jewelry, in general, should be kept to a minimum (less is more).
  6. Company Issued Uniforms.
  7. The shirt should be kept neatly tucked in at all times.
  8. Socks should match the color of pants, shoes or shirt.
  9. The belt should match the color of shoes or boots.
  10. Perfume, after-shave, cologne or fragrances if used should be used conservatively.
  11. A breath-freshening mint (no gum) should be taken prior to meeting the prospect.
  12. Refrain from smoking. Never smoke or “chew” on or around a customer’s property or neighborhood.
  13. Look at your appearance in a mirror and make sure that your appearance reflects the professional company you represent prior to meeting the prospect.

Rules of the Home

  1. Do not park in the prospect’s driveway if parking is available in the street.
  2. Always be prompt (preferably 3-5 minutes before the scheduled appointment).
  3. Never use the prospect’s telephone unless the call pertains to their situation.
  4. No smoking in, on, around or in the vicinity of the prospects home or neighborhood.
  5. Never drink alcohol.
  6. Do not use the prospect’s bathroom.
  7. Do not bad-mouth the competition.
  8. Do not bad mouth or speak cynically about your company, co-workers, the boss, or our industry.
  9. Never use the prospect’s tools.
  10. Always be respectful towards the prospect.

I have read, understand and agree to follow the guidelines set forth in this Position Agreement.

Name:_____________________________

Print:______________________________

Date: ______________________________

Direct Supervisor: _____________________________

Print: _______________________________________

Dae: ________________________________________

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