Job: Residential Appliance/Refrig Repair Technician

Jobing Description

This position is responsible for the repair of
products in the customer s home. Products
repaired include the following home
appliances: Washers & Dryers, Gas &
Electric Stoves, Microwave Ovens,
Dishwashers, Trash Compactors, Garbage
Disposers, Refrigeration (non-sealed
systems), and other home appliances.
This position provides timely and quality
repairs of customers products while
maintaining high customer service.
Additionally, technicians promote and sell
additional products and services that
directly impact the profitability of the
company. We provide a service van,
specialized tools, uniforms, laptop
computer, cell telephone, and periodic
training. Responsibilities/Skills/Experience Requirements To provide the proper customer focus, the
In-Home Service Technician must:
Work as a dedicated team member to
ensure fast, flexible and expert service to
every customer
Demonstrate a sense of urgency to meet
customer time commitments
Successfully complete all Technician II
training elements within required
timeframes
Meet key performance metrics and/or
productivity goals as defined by the
business
Provide knowledgeable and courteous
repair service
Continuously look for methods to improve
business performance and enhance the
customer experience
Follow the Value Added Services Process
(i.e., selling extended warranties, water
filters, etc.) by effectively communicating
the benefits to the customer
Provide direction to a Technical Helper, as
applicable
Ability to receive truck stock at home if the
company vehicle is retained at the
technician s place of residence or other
designated location.
Mentor other technicians, as applicable
Maintain truck stock inventory within the
prescribed company guidelines and
standards
Follow the truck maintenance schedule
and keep a clean, organized truck
Adhere to all company policies and
procedures
Perform miscellaneous duties as assigned
Job Specific Technical Competencies The Technician s specific functions fall into
four main groups: Technical: Accurately
diagnose and repair appliances/equipment
in the customer s home Ability to select
and use basic tools or instruments to
assemble, adjust, calibrate, repair or test
various products Ability to give the
customer an accurate estimate of the cost
of repair, if applicable Ability to provide
knowledgeable, courteous and professional
customer service Must have knowledge of
basic electrical principles Ability to work
variable and flexible hours, including
required overtime Ability to handle
stressful situations and work in a fast-
paced environment Regular and consistent
attendance is an essential requirement of
employment Communication: Ability to
communicate diagnosis and needed repairs
of products to the customer in a
knowledgeable and courteous manner
Ability to read, understand and apply
written text of a technical nature in order to
answer questions, solve problems, and
complete job tasks Ability to communicate
effectively with Sears associates, vendors,
third party customers and other outside
sources (i.e., routing, STAC, etc.) Ability to
communicate effectively the benefits of the
Value Added Services to the customers
Ability to communicate effectively with
diverse groups, tailoring communication for
audience/situation Must have the ability to
use a laptop computer for service call
processes, routing functions and
parts/inquiries/ordering Ability to read,
write and speak English Service
Performance: Ability to perform all
services within manufacturer specifications
and the In-Home Technician Operating
Policies Ability to perform all procedures
and work instruction according to QMS
standards Ability to use the Sears Smart
Toolbox (SST) to input, access, modify or
output information Ability to read,
understand and navigate through
information presented in diagram,
blueprints or other pictorial displays on the
laptop computer Ability to demonstrate
effectively appropriate time management
skills Ability to work with minimal
supervision Ability to maintain a
professional appearance according to
company dress code Must demonstrate a
commitment to quality work in all areas
Ability to follow specific process steps to
ensure quality workmanship and prevent
recalls Ability to perform to the company
standards set for PA, PM Add-ons and
other VASP sales Ability to follow all
technical processes related to
management of customer collections (i.e.
ATM deposits) Safety: Ability to apply
appropriate use of security, maintenance
and safety procedures to protect company
and customer assets (truck, tools, parts,
inventory, etc.) Ability to apply appropriate
use of personal protective equipment (i.e.
back belt, safety glasses) Ability to
frequently lift up to 50 lbs. and occasionally
lift up to 100 lbs. Ability to follow
appropriate industry specific regulations
related to the handling of hazardous
materials This job is performed by the
Technician driving to the customer s home
and repairing the appliance/equipment on-
site. Technicians may drive up to 150+
miles per day. Experience/Education High
School diploma or general education
degree (GED) preferred Must be at least
18 years of age Certification and /or
licenses as required Applicants holding a
master-level trade / occupational
license(s), i.e. HVAC/Mechanical,
Electrical, General Contractor, Plumbing,
which may be used to qualify Sears, may
be given hiring preference and additional
compensation based on business needs.
Please indicate the type of license held,
state in which it is valid, and the expiration
date on your resume and/or
application. Must be able to pass the pre-
employment drug screen, criminal
background check and driver s license
check Must possess and maintain a valid
state driver s license and be willing to
submit to random drug testing, per
company policy Experience and aptitude
with computers and databases
Years Experience 0 - 1 Years Experience
Preferred Minimum Education High School / GED
Travel Requirements On Occasion (Less than 5%)