Service Technician

Summary

The Service Technician I is responsible for managing activities and processes within the Service Department. Responsibilities include efficient resolution of customer after sales support needs and assisting in the development and support of Unox service agents. He/She is also a valuable role model for the entire organization and active contributor to Great Place To Work.

Essential Duties and Responsibilities

• Responds to telephone calls, email, and web requests for technical support.
• Handles hotline support, dispatch breakdown service, dispatch installations, follow-up on dispatched service to ensure timely completion, and performs after hours hotline support.
• Assists the service team with managing and developing Service Agents throughout all regions.
• Assists in planning and achieving service team goals and objectives.
• Provides communication back to Service Agents on performance to ensure appropriate actions in meeting the needs of customers.
• Addresses complaints and resolves problems in a timely manner ensuring the appropriate Service Technician is providing professional customer service.
• Performs necessary tasks to ensure Unox’s owned inventory is operational and available for sale or used in training.
• Authorizes warranty service and approves service agent warranty invoice approvals.
• Understands and adopt the Taste of Success, embracing and promoting Unox culture.
• With a people orientated and process driven approach, establish, prioritize, and lead implementation strategies to achieve well-structured office policies and procedures keeping Unox’s culture in mind.
• Stays current on related office performance standards, best practices, and trends, and ensures that Unox’s office structure and support meets or exceeds company standards.
• Maintains a growth mindset to determine future needs and priorities, and establishes the direction for resources, processes, and office policies.
• With a dynamic attitude, collaborate, evaluate, and prioritize company objectives, and participates in the development and implementation of business action plans as a member of the Unox team.
• Implements, oversees, and complies with all Company health and safety, environmental, and quality policies and regulatory requirements.
• Other duties as assigned.

Knowledge, Skills, and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Sense of Urgency — Proactive, respect time and anticipate deadlines.
• Smart and Dynamic — Understand mistakes, learn fast, deal with new and difficult situations, characterized by energy, deliver effective action, move things.
• Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Oral Expression — The ability to communicate information and ideas in speaking so others will understand.
• Feedback - Build a strong, direct feedback culture, by providing feedback that is constructive, frequent, immediate, concrete and in small portions.
• Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.

Education and/or Experience

• Associate degree in electronics or related field or equivalent.
• 1 - 2 years of relevant experience.
• Or equivalent combination of education and experience.
• 3-phase power, electronics technology troubleshooting background is essential, gas experience a plus.

Supervisory Responsibilities

• None

Physical Requirements

The physical requirements described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Position requires exerting 20 to 50 pounds of force occasionally or 10 to 25 pounds of force frequently or an amount greater than negligible and up to 10 pounds constantly to move objects. The physical demands for medium work requirements are more than those for Light Work.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Indoors, Environmentally Controlled

Environmental, Health and Safety

Employee will follow all Environmental Health and Safety rules that are set forth by the company.