Service Technician

Benefits:

• Bonus based on performance
• Company car
• Competitive salary
• Employee discounts
• Free food & snacks
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development

1. Company Values and Philosophies
a. Adhere to the company core values & beliefs.
b. Adhere to the company code of conduct.
c. Promote the company image and brand whenever possible.
d. Conduct your daily service tasks within the framework of the company customer satisfaction standards.
e. Work within the team first and individual second philosophy.
f. Come to work every day with appositive mental approach and attitude to work well.


2. Leadership Expectations
a. Each team member is a leader – set the tone for the service department through your approach to your role.
b. Work with all company personnel too train and coach where it is appropriate so all employees understand the service role.


3. Customer Service & Image Expectations
a. Achieve 100% customer satisfaction.
b. Achieve a customer experience where a customer is completely happy and satisfied with you, our company and our services.
c. Communicate any issues and concerns regarding customer service immediately.
d. Handle all customer related issues on site – if necessary draw in others.
e. Support warranty callbacks with the same zest we support a new customer experience.
f. Image policy of company is accepted and diligently maintained.


4. Service Performance Measures for a technician
a. Personally track/measure your targets and work to improve your performance.
b. 1st time call completion rate.
c. Productivity billing to target rates (vehicle productivity).
d. Customer satisfaction rating system to target.
e. Utilizing the service processes – maintenance agreements.
f. Lead creation based on company values and philosophies.
g. Educating and offering customer information utilizing the customer KIT.
h. Maintaining inventory on your vehicles to company standard (Accountable for inventory).
i. Keep your vehicle clean, neat, and inventory in specified place in truck.
j. Expense controls at target set by service manager.


5. Communications, Reporting & Compliance
a. Communicate any issues to supervisor immediately for resolution.
b. Attend all service meetings.
c. Attend all service training workshops.
d. Attend all safety workshops.
e. Turn in paperwork at proper times as noted by service department policy.
f. Complete paperwork legibly.
g. Review policy manual and understand the company code of conduct and policies.
h. Review and agree to comply with all laws, ethics, and core values of the company.


6. Reviews, Feedback and Personnel
a. Attend all quarterly review session for performance evaluation.
b. Accept coaching from service debriefing.
c. Accept coaching conferences with proper attitude.


7. Skill Development by Employee
a. Service Technician will commit to attending all company sponsored technical training.
b. Service Technician will personally develop himself based on the discussions.
c. Service Technician will achieve NATE certification.