Responsibilities:
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Prioritize new unscheduled service calls for branch’s service technicians to best meet customer’s needs.
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Provide direct supervision of all branch service technicians.
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Set up daily and on-call schedule for all service technicians at branch location.
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Respond directly to customers and factories regarding service related issues.
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Provide technical support for branch parts department, walk-in customers and customers over the phone.
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Provide technical support to branch service technicians in the field to resolve problems quickly.
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Set up ready boxes or parts needed by technicians for assigned jobs.
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Contact customers as directed for leads, service issues and collection issues.
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Conduct/oversee weekly tech meetings as required by Area Manager.
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In Area Managers absence, assume responsibility for daily branch operations.
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Be available to on-call service technicians (nights, holidays and weekends) for technical support as required.
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Performs other duties as required.
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Good interpersonal and communication skills for verbal, over the phone communications with customers and service technicians.
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The ability to understand and prioritize service calls and assign technicians accordingly.
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Must be well organized and focused on promoting customer and employee satisfaction.
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Regular lifting of 5 pounds to 50 pounds depending on requirements of the repair, maintenance, and/or installation.
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Repeated bending, twisting, stooping and kneeling.
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Extensive daily travel to work site location.
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Exposure to hot grease from fryers.
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On-call weekend rotation may be required (frequency varies with branch size).
MINIMUM QUALIFICATIONS:
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A High School diploma or the equivalent in experience.
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Ability to handle multiple tasks simultaneously including multiple incoming phone calls.
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Driving record acceptable under auto liability insurance guidelines.3-5 years previous experience as a Service Technician within the industry or 1-3 years previous industry experience combined with 2-3 years of direct customer service experience.
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This position is a non-exempt employee
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.
