Scope of Position: The Service Technician with the FR Service Company provides repair and maintenance services to customers of the Company. After Dispatch has assigned a job to the Service Technician, they are responsible to perform the work, provide an invoice for labor and materials, and collect payment. Each Service Technician is expected to professionally represent the Company with the customer, provide excellent customer service and deliver quality workmanship, with the goal of having the customer hire the Company again and refer the Company to others.
Exemption Status and Working Hours: This is a non-exempt hourly position. Standard working hours for this position are from 8:00 AM to 9:00 PM, Friday, Saturday & Sunday with 30 minutes of unpaid time period designated for lunch. This position is required to work additional time when needed.
Responsibilities: The position is accountable for the following responsibilities:
Submit timesheets, invoices and payments at the end of each day.
Be professional, personable, courteous and considerate of customers while performing plumbing services.
From time to time, this position will be assigned the role of Project Estimator, Project Manager or Project Lead for a specific Project. In such an event, the Role Description detailing the Authority, Responsibilities and Duties for the respective role is incorporated into this Position Description.
Have a working knowledge of local plumbing codes and be able to apply them in a practical manner on each job.
Work with inspectors, suppliers and co-workers to complete the job to Company standards of quality, in conformance with plumbing codes, and in the best interest of the customer.
From time to time a Technician will be asked to provide an estimate for a job or to alter an estimate for a job based on information that the Technician sees at the jobsite. The Technician has a responsibility to ensure that the customer understands that the job may cost more than originally quoted over the phone if jobsite conditions will cause the job to take longer or require more materials than originally quoted.
Ensure compliance with all federal, state and local regulations.
Attend mandatory division meetings. If the meeting is missed, review of meeting minutes is a requirement.
Principle Duties:
Report to work on time and be ready to work by 7:30 am.
Obtain from the Dispatcher all invoice forms or other contact information for service jobs to be performed before leaving the office for the first to jobsite.
Drive company vehicle safely to and from customer sites.
Perform service calls to customers in their homes or businesses.
Deliver professional, courteous, prompt and honest customer service with quality workmanship in conformance with Company standards.
Utilize customer service training to educate and assist customers in choosing services, products and finance options.
Sell fixtures, accessory items and service agreements to customers during service calls.
Obtain price of all parts used in a job and appropriately mark up the price to the customer on each invoice.
Document time spent on the job and any work done beyond the scope of the invoice.
Document any conditions on the job that may lead to the work taking longer to complete or impact the quality of the work as compared to normal conditions, especially if the customer refuses to correct the condition.
Enter job data onto handheld electronic device to prepare the invoice for services rendered. On the invoice, make recommendations for future work, especially if a recommendation was made to client and client declined to do the work that day.
Collect payment from the customer prior to leaving the jobsite.
Submit timesheets at the end of each day.
Train apprentice plumbers that assist on jobs and report apprentice hours.
Care for the Company vehicle and ensure it is operating properly. Report any vehicle operating problems or service needs to the Equipment Manager.
Perform other duties as management may direct.
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