Job Title: Service Technician

Reports To: Service Manager

Employee Classification: Full-Time; $25-$32 Hourly (Flexible - Based on Experience)

Location: Based in MD, DE, or PA.

Travel: 40%

PURPOSE

HOWCO, Inc. was established in 1969 as an organization focused on designing and implementing Car Wash Systems. Howco’s goal is to assist car wash owners and operators in optimizing their return on invested capital. Utilizing the latest marketing data, equipment, and processes, HOWCO employees aid in sales, project planning, installations, parts, chemicals, and service in the Southeast and Mid-Atlantic geographical areas. With expertise in conveyor tunnels, in-bay automatic systems, hand wash programs, and self-service car washes, Howco is uniquely qualified to assist prospective and existing car wash operators in maximizing their profitability.

POSITION SUMMARY

Responsible for performing daily functions related to customer service, equipment maintenance, and repair for car wash facilities in an assigned geographic territory. Provides input to customers and Howco leadership while following service policies, procedures, and processes. Takes the initiative to ensure both short-term and long-term tasks and goals are completed. Flexible in contributing to the team’s efforts in caring for the customer. Professionally represents the company, supporting its overall mission, values, and philosophy.

KEY DUTIES AND RESPONSIBILITIES

Customer Service

• Maintains contact and relationships with customers in an assigned geographic territory.
• Processes work orders, chemical orders, supply orders, etc., as needed or suggested for the customer.
• Ensures the customer is cared for by focusing on organization, service, and follow-up.
• Documents correspondence and information collected through interaction with the customer.
• Fulfills the customer needs to ensure a high level of customer satisfaction and customer relationship retention.
• Evaluates the customer’s site to assist the customer in anticipating equipment failures, supply sufficiency, etc.
• Plans and follows through with assigned projects and tasks supporting the customer.
• Supports customer operations by providing timely information and service.

Technical Service

• Installs, maintains, repairs, and tests car wash equipment and related components.
• Identifies parts for replacement or replacement of components.
• Purchases items or places orders for items needed to complete maintenance or repair work as authorized by the customer.
• Continuously develops and expands knowledge of chemicals, parts, materials, supplies, services, components, and equipment.
• Ensures that all time and materials are accounted for, invoiced to, and paid for by the customer.
• Focuses on quality service. Minimizes errors and re-work by focusing on details, checking results, and ensuring accuracy.
• Follows safety and security guidelines and sets a safe work example for others.
• Maintains the customer’s worksite by leaving it clean, neat, and organized.
• Acts as an on-call technician for customer emergencies according to the team schedule.

Shipping and Receiving

• Participates in ordering materials and supplies as needed.
• Oversees the shipping and distribution processes, utilizing the most cost-effective shipping methods.
• Delivers items to customer sites as needed.
• Takes initiative to ensure timeliness for the customer is considered when placing and coordinating orders.
• Maintains the inventory of materials needed to perform anticipated tasks using the assigned company vehicle. Appropriately uses and manages company resources.

Communication/Working Relationships

• Establishes effective documentation, communication, and reporting processes to ensure the Manager is kept informed of positive and negative factors impacting the territory and the business. 
• Participates in periodic team meetings.
• Acts as liaison for the company with customers, vendors, and service providers. Represents the company in a professional manner and appearance.
• Develops communication links and interfaces internally with Sales Representatives, Warehouse Manager, and Technical Service Manager, as needed, to perform daily tasks.
• Travel as necessary to support the overall goals of the organization.

Sales

• Maintains excellent relationships with customers to obtain ongoing sales and service and support the customer's car wash operation.
• Is a contributing member of the Howco after-market sales and service team. 
• Refers sales prospects internally to appropriate sales or service representatives.
• Establishes routine schedule to follow up with existing and potential customers regarding services and materials.

Other

• Performs other duties as required or requested.
• Contributes to the positive team efforts of the territory and the company.
• Maintains confidentiality of sensitive company information and customer data.
• Acts upon critical issues immediately within the position’s authority and asks for assistance/decision-making from the Manager.
• Suggests ways to do assigned tasks more efficiently and effectively.
• To assist in maximizing our client’s return on investment, out-of-hours labor and travel are regular components of this role.