Job Description

Job Description

Primary function :

Team lead responsibilities for the installation and service team. This includes first level of support, training, and mentorship of other install team members, and also includes performing service and installations for our customers.

In addition, this role will coordinate installation and service requests to ensure efficiency, customer satisfaction and timely revenue recognition.

Essential functions :

Installation and Service

Team Lead responsibilities for the Installation and Service team. This will include support, training and mentorship of local install team, and working with local leadership to identify and address performance or development opportunities within the team.

In addition, this role will :

• Install, repair, and remove accessibility products including wheelchair ramps, stair lifts (straight and custom) and bathroom safety.
• Explain the installation, repair or removal to the customer and answer questions
• Enter work order and inventory data
• Pick up company vehicle and load up orders at your home location’s warehouse
• Work on jobs throughout your home location’s service area (usually a 2-hour radius)
• 2 to 4 hours per job depending on job difficulty.
• Mostly work independently and occasionally as a two-person team
• Availability of over-the-phone technical installation and troubleshooting support while in the field.
• Provide excellent customer service to all customers; ensuring needs are met and asking for 5-star reviews.
• Collect required payments on completed service and installations.
• Model organizational mission, vision, values, and goals.
• Work toward department / location goals.
• Comply with applicable laws and regulations and company policies and standard operating procedures.
• Assist in warehouse and inventory management by communicating any inventory needs to supervisor, and by assisting in maintaining a clean, organized, and safe work environment.

Accept deliveries, perform inventory counts as requested.

• Vehicles : maintain cleanliness and follow all speed limits and traffic signs.
• Leave job site clean as you arrived.

Install and Service Coordination

• Run Sale on Opportunities once appropriate funds and / or documents have been received. This means review of contracted / sold projects (based on customer deposit payment or third-party authorization), verifying receipt of signed documents, notes, photos and measurements to allow scheduling of installation.
• Maintain work orders on the Operations Planning and Service Management Dashboards
• Ensure that correct inventory items are on work orders and confirm inventory availability (this may include processing / shipping warranty part returns)
• Assist with inventory management needs
• Schedule installation appointments with customers
• Work with customers on service needs (repairs); troubleshooting, creating service work orders, and scheduling service appointments.

Managing follow up appointments as necessary.

• Schedule removals / pick-ups from customers and process payment requests for Buy Back and rental return equipment
• Prepare work order for invoicing and mail invoices out
• Complete work orders daily so Shared Services Billing Team can get invoices created to recognize revenue
• Confirm and release payments entered by Field Technicians and / or collect payments from customers (including running credit card and ACH payments).

This may also include collection of payments for open invoices and application of payments to open invoices.

• Manage 3rd Party Payer documentation and payments when needed, including requests for service authorizations from state agencies, and other pre-authorizations as applicable.
• Help support manager with purchase order processing, as needed
• Perform any other duties assigned

Required Education, Experience, and Skills :

• Knowledge, understanding, and compliance with local and federal regulations
• At least three years’ experience in residential or commercial installation of stair lifts and ramps strongly preferred.
• Mechanic License helpful but not required.
• Must be proficient in ERP and other company software system, and Microsoft office
• Strong customer focus and communication skills
• Strong leadership skills
• Ability to remain calm and professional in stressful situations
• Attention to detail
• Strong time management skilla
• Effective problem-solving and conflict resolution
• Excellent organization and communication skills
• High school diploma or GED
• Ability to pass drug test, motor vehicle record check, and background screen.
• Ability to drive company vehicle to various client sites and work flexible hours as needed to complete jobs.
• Must maintain company and employee confidentiality at all times
• Must maintain professional boundaries at all times

Physical Requirements and Working Conditions :

• This job is performed both inside and outside, in summer and winter; conditions are typical for outside physical work.
• Employees will be required to use various hand tools; noise is typical of a construction site.
• Employees may be working at a height, depending on the job.
• Ability to lift 75 lbs
• Ability to lift above head and maintain position for short periods (frequent overhead work)
• Ability to work in both indoor and outdoor environments year-round.
• Ability to climb ladders, crouch, and occasionally work in confined spaces and at heights.

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