Field Service Technician (Commercial Restaurant Construction)

OVERVIEW

The role of the Service Technician is to evaluate and perform repair and maintenance throughout various customer locations, per the schedule provided by DMC Dispatch. The Service Technician will be tasked with maintaining personal tools and equipment, company-supplied tools and equipment, company-provided vehicles, and company and owner-provided materials and inventory. 

GOAL

The goal of the Service Technician is to utilize known and learned technical proles to complete repairs, as directed by Dispatch, to surpass the customer’s expectations. The Service Technician will strive to utilize open communication with customers and the Dispatch Team to properly complete Service Calls, gather the proper information for any incomplete Service Calls, and provide an effective solution to resolve any potential issues. 

ESSENTIAL TASKS 

The essential tasks of the Service Technician will vary from time to time based on operational conditions but will maintain the core responsibilities based on the tasks listed below. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

Dispatch and Performance

• Technicians are to follow the dress code and Code of Conduct, as described in the Employee Handbook;

• Technicians are to utilize their proficiencies in their areas of expertise and continue to learn and grow within general and facilities maintenance;

• Utilize an iPad for automated dispatch and follow the guidelines, as described through on-the-job training and process roll-outs;

• Complete repair and maintenance projects, as scheduled, to meet DMC Quality Standards;

• Assess all situations that require a quote and provide the necessary information (labor and/or materials required) for Dispatch to properly quote;

• Participate in a rotating on-call schedule for off hours emergency service. 

• Continually learn and grow from continued training and direction.

Materials, Tools, and Equipment

• Pick-up/receive all materials as coordinated by the Dispatch Team;

• Keep an inventory of necessary materials within their truck and re-stock as necessary;

• Track and provide receipts for any necessary purchases using company-provided credit cards;

• Track and maintain company and customer-provided tools, materials, and equipment.

Vehicle Maintenance

• Complete maintenance logs on a weekly basis to track the condition of company-provided vehicles;

• Ensure that vehicle and vehicle equipment are properly functioning and notify management as necessary;

• Wash the vehicle on a consistent basis to keep a clean and safe appearance.

Customer Service and Promotion

• Communicate with customers while on job sites and walk customers through completed/in-progress work to give them the necessary insight into the repairs;

• Go above and beyond to make the customer experience with each Service Call positive;

• Ensure all customer issues are properly communicated to management and assist in an effective resolution.