Installer/Service Technician

Job Purpose:

● Services customers by evaluating, installing and servicing products and equipment.

● Provides end-user instruction on proper use and maintenance of equipment

● Inspects and removes rental equipment, then prepares it for reuse.

Primary Responsibilities

Evaluate customer environment for safe and effective means to install mobility products.

Installs stairlifts, vertical platform lifts (“porch lifts”), patient lifts, elevators and other related products.

Thoroughly trains customers on the safe use and maintenance of the product(s)

Expedites resolution of customer problems and complaints.

● Contacts customers to provide technical service support, over the phone or in person

● Contacts OEM technical assistance for support, if a solution is not evident within 15- 20 minutes

● Maintains all tools and inventory in an organized and efficient manner.

Identifies and adheres to safe workplace practices, including observance of MIOSHA and fire regulations.

Safely loads equipment in a company vehicle, secures it in an orderly manner, and transports it in a safe and courteous manner, adhering to all traffic laws.

Utilizes a proprietary operating system to record customer interactions, upload images and other project documents, and set and review scheduled appointments.

Collaborates with the Sales Team, Customer Care Manager, and other colleagues to improve the customer experience, and the effectiveness of cross-functional communication.

Secondary or occasional responsibilities:

Inspects, maintains and/or removes equipment as needed.

Participates in certified training such as product installation and service, MIOSHA, and first aid.

When technology fails, maintains a seamless customer experience by working with the Customer Care Manager to process customer credit card payments; or upload photos, drawings, and other artifacts in connection with service or warranty.

Reporting:

Reports to Supervisor - Retail Operations

No direct reports.

Qualifications:

The successful candidate must:

● Possess a minimum of 2-3 years’ experience in the home remodeling, carpentry, elevator installation or other related industries

● Demonstrate mechanical and technical abilities, including electronics diagnostics and the installation/servicing of products

● Demonstrate aptitude for problem-solving, and the ability to determine solutions for customers (consultative sales approach)

● Demonstrate results-orientation and ability to work both independently and within a team environment

● Possess strong verbal and written communications skills

● Demonstrate proficiency in using MS Office or equivalent Google office products

● Have a valid driver’s license and clean driving record

Working conditions

Candidate must:

● Be able to work in all weather conditions

● Be willing to work extended hours and weekends

Physical requirements

Candidate must be able to:

● Lift 100 lbs.

● Operate, and climb in and out of a company vehicle

● Operate a tablet computing devic