What are the responsibilities and job description for the Field Service Technician position at Yankee Equipment Systems LLC?
Summary:
Perform repairs to customers’ equipment in a timely and professional manner. Act as liaison between customer and Parts Department to ensure that proper parts are ordered as needed. Communicate with Service Desk on each service call to ensure proper billing and customer resolution.
Essential Duties & Responsibilities:
Repairs:
- Arrive on-site ready to work on equipment as assigned and indicated by customer.
- Carry out repairs in a timely and professional manner to ensure customer satisfaction and long-term relationships.
- Repair commercial and industrial laundry equipment at customer locations.
- Send the job report to the Service Desk before leaving the site, ensuring that reports are completed and contain model and serial numbers of equipment services.
- All parts that need to be ordered for site need to be included in the Sales Force or billing system job. This includes model and serial numbers for all equipment.
- Ensure parts inventory in van is adequate to increase ratio of completing repair calls in one visit.
- Ensure company laptop/cellular software is current and kept in good working condition.
- Repair commercial and industrial laundry equipment at customer locations.
- Vehicle security is your responsibility off premises. In case of inclement weather, vehicle clearing is the responsibility of the technician, compensation is not provided as this is deemed a responsibility for privilege of vehicle use to from home to work locations.
- Vehicles must be always kept in clean and orderly condition. Monthly washing can be performed at company expense.
- Maintenance upkeep is the responsibility of the technician. Repairs over $1,000.00 need prior approval from Service Management.
- If daily jobs are completed earlier than anticipated, you must call the office for additional work. You are expected to work the hours needed to fulfill customer demand
- Abide by all company policies and directives.
Customer Service:
- Ensure that communication with customers, their employees, and patrons is always courteous and professional.
- Call ahead as requested to customer locations, check in with customer, and check out communication closure or needs to repair.
- Identify and communicate equipment sales opportunities.
- Identify and communicate Planned Maintenance (PM) opportunities if possible.
- Distribute literature as requested (flyers and other promotional communications).
- Ensure that your uniform is clean with no tears or large stains, ordering replacements as needed to always ensure professional appearance.
Customer Service:
- Ensure E- mail communications and responses are done in a timely manner.
- Be available by cellular phone until end of shift, Monday through Friday, and during assigned on-call weekends.
- Travel to the Yankee Office for meetings, training, etc., as required.
- Submit time off requests for approval at least one week in advance.
- Be prepared for overnight trip requests as needed.
- Submit timesheets as required, following necessary guidelines and procedures.
- Adhere to all the safety guidelines when repairing equipment including lock-out/tag-out notices, hazardous material use, eye protection, safe lifting, electrical wiring safety guidelines, and ventilation guidelines.
- Adhere to all safe driving guidelines when operating company vehicles including always wearing seatbelts, hands free use of mobile phones, adherence to speed limits and other laws.
- Report traffic accidents or any workplace injury immediately by company policy to both the Service Manager and Human Resource Manager.
Physical Demands & Requirements
- Performing maintenance and repairs requires considerable use of arms and legs and frequent (33-66%) climbing, bending, kneeling, and stooping.
- Must be able to regularly lift 35 pounds and occasionally carry 50 pounds.
- Must be able to drive and sit in van for up to three hours at a time stopping and getting out to stretch as needed.
- Work environments vary depending on job location. Environment may include exposure to dust, heat, dirt, and other chemicals used in the laundry business.
Qualifications
- High School Diploma with 1-3 years of related experience.
- Previous experience with laundry equipment preferred.
- Training and education in electrical and mechanical repairs.
- Experience reading electrical schematics is preferred.
- Knowledge of machines and tools, including their design, uses, repair and maintenance.
- Valid Driver’s license with a clean MVR record.
- Valid gas license is preferred in appropriate jurisdictions.