[Hiring] Service & Installation Technician @FERGUSON

Role Description

The Service & Installation Technician plays a critical role in restoring both the function of our products and the customer’s confidence in Safe Step. When a customer experiences an issue, the technician owns the service experience from the time the ticket is assigned through resolution, with the goal of getting the customer back to bathing safely as quickly as possible.

This is a highly customer-facing role that requires more than technical repair skills. Our technicians work directly with customers in their homes to:

• Diagnose and resolve issues
• Provide a professional and reassuring service experience
• Strive for first-time resolution

A successful technician understands that every service visit is an opportunity not only to fix the product, but to restore the customer’s pride and confidence in their Safe Step product.

Responsibilities

• Manage assigned service workload which may include contacting customers, scheduling service appointments, and planning efficient daily routes to meet service and productivity expectations.
• Document completed work, findings, parts used, and any additional repairs or follow-up needed.
• Service, troubleshoot, and repair walk-in tubs and related products in customers’ homes.
• Diagnose mechanical, plumbing, and product-related issues and determine the appropriate repair.
• Maintain appropriate vehicle inventory and truck stock, accurately account for parts used, and coordinate the return of unused, defective, or replaced parts in accordance with company procedures.
• Clearly communicate with customers regarding the work being performed and provide a professional customer experience.
• Educate customers on the proper operation, use, and care of their Safe Step product and answer product-related questions as appropriate.
• Identify recurring product or installation issues and communicate findings to management.
• Perform other installation, service, repair, and maintenance duties as assigned.
• Garner 5-star reviews regarding the customer’s Safe Step service experience in accordance with company guidelines.
• Be responsible for providing driver duties and responsibilities.
• Follow all company vehicle and safe-driving policies.

Qualifications

• 2+ years of experience performing technical repairs, troubleshooting equipment, and resolving mechanical, plumbing, or residential service-related issues.
• Strong technical repair, diagnostic, and troubleshooting skills.
• Valid state issued license is required.
• Must be at least 18 years of age.
• Exceptional analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• High regard for quality assurance and customer service.
• Strong organizational and time-management skills with the ability to work independently.

Benefits

• Health, dental, and vision insurance
• Paid time off
• Life insurance
• 401(k) with a company match
• Mental health coverage
• Gender affirming and family building benefits
• Paid parental leave
• Associate discounts
• Community involvement opportunities