Customer Care Field Technician / Service Tech

Reports to: Customer Care Manager

Department: SERV

Job Status: Full-Time / Hourly

Mobility Profile: On Location

Position Summary: The Customer Care Field Technician/Service Tech is responsible for delivering the desired customer service experience as represented by the customer care philosophy. The goal is to effectively make warranty, courtesy or service repairs that meet or exceed the expectations of our customers.

Duties / Responsibilities:

• Providing reliable and trustworthy service and customer support during customer home visits.

- Fix any warranty work that needs to be done on brand new homes, built by Clayton homes.

- Have a background in any type of carpentry work, plumbing, electrical, siding, hanging doors, fixing outlets, fixing flooring, roof repairs etc.

• Effectively schedule and manage all on-site inspections, repairs, maintenance, and testing tasks on brand new homes.

• Diagnosing error or technical problems and determining proper solutions.

• Ability to read blueprints or technical diagrams as provided by the engineering team.

• Experience with all hand tools, power tools and diagnostic tools.

• Ensure that all work orders, request for service, and parts forms are properly detailed with required information.

• Provide polite, ethical, and knowledgeable communication to all customers (homeowners, retail team members, facility team members, and the home office support team).

• Cooperate with customer care support staff and share information with the production team to improve the quality of our homes.

• Ensure and promote the satisfaction of our customers through exceptional attention to detail, thorough communication, knowledge of our homes and all components, demonstrate a sense of urgency, and a desire to provide excellent customer service.

• Provide support, knowledge, and input into the Net Promoter Score (NPS) process.

• Build positive relationships with all customers.

• Adhere to and support all Clayton Homes Building Group policies and procedures.

• Operate vehicle in a safe manner and use field automation systems.

• Work with local, state, and federal inspectors to assure our homes are built to the proper codes as described in 24 CFR Part 3280 and our DAPIA.

• Follow all federal processes and requirements of the DOT Federal Motor Carrier Safety regulations.

Ability to work flexible shifts and to adapt to changing work schedules. Ability to be away from home for several days at a time.

Qualifications:

• Minimum of five years of experience in the manufactured home building industry or similar, preferred.

• Computer literate a plus. Successfully learn the programs necessary to complete all job responsibilities.

• Proven phone and interpersonal skills. Ability to communicate clearly and positively at all levels, including internal and external customers, peers, managers, and the home office.

• Proven ability to diagnose problems and determine the proper solution as designed by the DAPIA.

• Good driving record (Criminal Background Checks / Motor Vehicle Records checks will be performed), required.

Physical Demands:

• Must be able to lift and carry up to 50 lbs. and occasionally use ladders / steps to enter and exit homes.

• Must be able to consistently operate a computer and other office productivity machinery such as telephone, calculator, copy machine, computer printer, etc.

• Must be able to communicate with others via phone, email, and in person. Must be able to exchange accurate information with others.

• Works in an environment that includes exposure to extreme temperatures.

• Work primarily involves sitting / standing, may involve a moderate amount of bending / stretching.

Travel Requirements:

• Extensive Travel based on needs of the customers and service team

Why Clayton?

• Full-time team members have the flexibility to create their own health, dental, and vision benefits package. Clayton provides competitive 401K programs, including investment options and company matching for full and part time employees after one year to help our team members achieve their financial goals. Additional benefits include paid parental leave, tuition reimbursement, Employee Assistance Programs, and more.

• As part of Clayton’s commitment to Opening Doors to a Better Life, Clayton is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program.

• Clayton is proud to have earned spots on the following Forbes lists: America’s Best Employers, America’s Best Employers by State, Best Employers for Diversity, Best Employers for Women.

• At Clayton, we encourage holistic wellness with physical, nutritional, social, financial, spiritual and occupational programs available online or in-person for team members.

Clayton is committed to a diverse and inclusive workplace. Clayton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Job Type: Full-time

Pay: $26.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) 4% Match
• 401(k) matching
• Company truck
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tools provided
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus opportunities
• Overtime pay

Work Location: On the road