Major Products Service Technician

Kidron, OH
Kidron Retail
11-08-2018
Kidron
Depends on Experience 
Full time

Position Summary & Purpose:       

 

The Major Products Service Technician - Kidron will be one of the points of contact for all customers in need of installation and/or service of Major Products (i.e. gas refrigerators, wood cook stoves, etc.)  sold or maintenance by Lehman’s.  The Major Products Service Technician - Kidron will deliver, install and make emergency repairs to products sold/maintenance by Lehman’s which are in the customer’s home; as well as performing chimney sweeps when scheduled to do so in order to maintain excellent customer service.  The Major Products Service Technician - Kidron will assist the Kidron team members in creating a memorable visitor experience by engaging the visitor in a positive and helpful manner in and outside of the store or customer home, offering accurate and relevant information in a manner focused on providing exceptional customer service and creating an outstanding first impression. 

 

Duties & Responsibilities:

·         Driving/Vehicle

  • Possess and maintain an excellent Motor Vehicle Driving Record
  • Inspect and maintain vehicle supplies to ensure that vehicle is in and maintains proper working order and meets safety regulation.  “Supplies” are defines as but not limited to:
  • Gasoline
  • Oil
  • Water
  • Tires
  • Lights
  • Brakes
  • Report any and all mechanical problems or concerns encountered with the vehicle to the Major Products Senior Lead and/or the Store Manager
  • Read, understand and interpret maps and follow written or verbal geographical directions
  • Report installation and/or service delays to customers
  • Report accidents and/or other traffic and transportation situations to Major Products Scheduler via company mobile/cellular phone
  • Obtain estimates for service/delivery truck maintenance/repair

·         Delivery/Installation/Service/Chimney Cleaning

  • Establish and maintain an excellent, customer service centered, professional relationship with Lehman’s customers
  • Review new, existing and/or completed sales orders with Lehman’s Major Products sales staff and with the Major Products Scheduler to assure each order is complete and the necessary paperwork is in order prior to arriving at the job site
  •  Installation and repair of, but not limited to:
  • Wood stoves and inserts
  • Gas stoves and inserts
  • Gas refrigerators
  • Realignment of chimneys in order to comply with county codes and manufacturer’s requirements/guidelines
  • Independent and group study of product and technical manuals
  • Provide chimney sweeping services
  • Disassemble broken or defective equipment to facilitate repair and reassemble equipment when repairs are complete
  • Install, repair and/or replace appliances, equipment, and new or replacement parts and instruments, using hand or power tools
  • Examine and test machinery, equipment, components and parts for defects to ensure proper functioning
  • Provide clear and concise instructions to other crew members
  • Provide training to other crew members 
  • Willingness to obtain and maintain NFI Certification in Wood, Gas and Pellet. (Lehman’s provides)

·         Physical  Responsibilities

·         Other duties as assigned

Qualifications:

  • Education
    •  Minimum of an Eighth (8th) Grade education
  • Experience
    • Minimum experience required for this position is 0 to 6 months in a installation, delivery and/or an HVAC customer centered environment
  • Language
    • English – must be able to communicate and understand the English language utilizing any and all forms of communication (written, verbal, visual, etc.)
    • Dutch (Pennsylvania Dutch) – not a necessary job requirement, but helpful in dealing with Amish visitors/customers
  • Scheduling
    • Must be willing and able to work assigned shift/schedule/provisory period as defined by supervision based on staffing needs
    • Must be able to provide reliable transportation for self to and from assigned worksite(s). Transportation can include but is not limited to self-transport, car-pooling, hired drivers, horse & buggy, bicycle, etc.  Neither Lehman’s nor Lehman’s supervision is responsible for securing or providing reliable transportation for this position.
    • Dependability - must be willing and able to maintain proper attendance and punctuality standards; must be reliable, responsible and fulfill all employment obligations
  • Skills
    • Driving/Delivery – must currently possess and must maintain a valid insurance and an Ohio Bureau of Motor Vehicles approved driving license in order to provide delivery and installation services to Lehman’s Major Products customers
    • Interpersonal skills which include but are not limited to:
    • Extrovert/Social – being able to initiate visitor engagement and continue in the engagement until the end resulting in a positive experience with the visitor.  Examples include but are not limited to:
    • First engagement – initiate customer interaction/engage customer
    • Assessment of customer needs
    • Meeting quality standards for service
    • Evaluation of customer satisfaction
    • Notice and appropriately interpret social cues when interacting with Lehman’s customers
  • Creativity – using artistic abilities to bring ideas from concept to completion in a timely and fiscally responsible manner
  • Fiscal responsibility – working within monetary guidelines for all projects
  • Integrity – adhere to moral/ethical principles established by the corporate culture
  • Fairness – adhering to the principals of being non-biased and just
  • Trustworthy – deserving of trust and/or confidence, dependable, reliable
  • Strong Work Ethic – adhering to the moral benefit and importance of work and its inherent ability to strengthen character
  • Self-Control – being able to maintain an appropriate and calm composure, keeping emotions in check, controlling anger and avoiding aggressive behaviors in all situations
  • Stress Tolerance – accepting criticism and dealing calmly and effectively with high stress situations
  • Initiative – willingness to take on responsibilities and challenges
  • Attention to Detail – thorough in completing work tasks
  • Cooperation – being pleasant with others while on the job and displaying a good-natured, cooperative attitude
  • Independence – self-guided, ability to work with little or no supervision and complete tasks/projects; closely related to Initiative and Work Ethic
  • Adaptability/Flexibility – being open to change (positive or negative) and to considerable variety in the workplace
  • Training Skills which include but are not limited to:
  • Study and maintain up-to-date product knowledge and installation instructions
  • Reading, understanding, interpreting and training crew members in regards to up-to-date product knowledge and installation instructions
  • Ability to learn, understand, transfer and/or relay information pertaining to appropriate county codes for each customer specific installation and/or repair
  • Ability to effectively convey and train crew members in Lehman’s business practices, and the safe installation/repair of Major Products (appliances) in an appropriate environment conducive to learning and retention
  •  Physical skills which include but are not limited to:
  • Motor Skills -  the ability to use fine and gross motor skills to complete decorating projects and assisting visitors in the store (example: using fingers to pick up string or using hands, legs and back to lift a package from the floor)
  • Dexterity – skill of being able to  use hands, feet, eyes, body in coordination with each other to complete a given project or task
  • Safety – the ability to observe gauges, dials, or other indicators, whether analog or digital, to make sure appliance is working properly
  • ·         Mental skills which include but are not limited to:
  • Computation – the act, process or method of using/performing calculations
  • Analytical – the ability to process information in a logical way
  • Communicative – the ability to interacting with and relay pertinent information to a variety of individuals in a variety of ways (written, verbal, visual, etc.)
  • Technical/Electronic skills which include but are not limited to:
  • The ability to learn and correctly operate a Point of Sale (POS) computer
  • The ability to learn and correctly operate a credit card reader
  • The ability to learn and correctly operate a computer to:
  • Enter customer information
  • Look up work related information
  • Use email to read and write business correspondence
  • Read and respond to employee related news, policies, updates, etc.
  • Ability to add, subtract, multiply and/or divide quickly and correctly with or without electronic assistance (i.e. calculator)
  • The ability to learn and correctly operate various computer software programs directly pertaining to the ability to perform ones job appropriately
  • The ability to learn and correctly use non-electric and electric hand tools including but not limited to:
  • Hammer
  • Screw Driver(s)
  • Pliers, Knives
  • Power Drills
  • Saws
  • Grinders
  • Ladders/Scaffolding
  • Scissor Lift
  • Tow Motor
  • Chimney cleaning tools