Provides professional in-home and in-shop diagnostic service, repairs and cleaning of fireplaces, fireplace inserts, stoves, fire-pits, outdoor kitchens, barbecues and tank-less water heaters. Service Technicians perform all duties with the highest level of customer service and professionalism.
Employees must be able to pass a background check, reference check, motor vehicle record check and pre-employment drug screening.
Service Technicians report to the Office Manager directly and will work with the office staff to ensure scheduling and customer communications are accurate and timely, and that issues are captured, documented, and communicated.
Service Technicians are expected to do the following in this role:
Diagnose and repair fireplace component issues to resolve operating problems according to the manufacturers specifications (including and not limited to ignition systems, gas pressures, venting, mechanical, and house pressure)
Clean and inspect hearth systems, chimney structures, and custom fire pits and be able to provide written inspection reports as needed
Use diagnostic tools such as a manometer, multi-meter, or magnehelic to obtain readings on gas lines, house pressures, venting issues and voltages
Initiate gas light-offs, pellet start-ups etc. and perform homeowner orientations on new installations, or homeowners new to the appliances
Possess full knowledge of after-market product lines and utilize consultative sales techniques to sell after-market service products and accessories to meet established sales targets
Reads manuals and conducts hands on study of products to learn and maintain knowledge levels
Communicate effectively with customers to provide needed information
Contact customers in advance of service call appointment when requested, when running behind, or when altering from the appointed time to maintain accuracy in scheduling
Maintain effective communication with office staff and related departments to ensure that the service call is completed and meets quality standards
Responsible for understanding and complying with service standards and procedures
Attend and successfully complete all company and required vendor trainings
Comply with all OSHA, best practices, and company safety standards and procedures
Employee must be able to climb ladders and work on roofs.
Additional requirements for this position:
Proven mechanical aptitude and Willingness to learn
Good written and verbal communication skills
Must be able to interact effectively with customers
Should be goal oriented
Needs to be self-motivated and driven
Needs to have the ability to switch between tasks in a dynamic, ever evolving environment
Possess excellent customer service and interpersonal skills solidifying customer faith and satisfaction
Excellent problem-solving skills
HHT Gas Certification (2 levels) and NFI Certification required, or obtain within a reasonable time frame
