Field Repair Technician 123 WI
Waukesha, WI
Full-timeAbout This Job
Description:
JOB SUMMARY
The Field Repair Technician is responsible for performing emergency repairs, services, repairs, small projects, and warranty issues for Elite customers. This role focuses on delivering high-quality workmanship, ensuring customer satisfaction, and adhering to safety and company standards. The ideal candidate has technical expertise, strong problem-solving skills, and a commitment to excellent customer service.
KEY RESPONSIBILITIES
Service Delivery:
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Perform emergency repairs, services, repairs, small projects, and warranty issues.
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Diagnose and troubleshoot issues to ensure a first-time fix whenever possible.
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Follow company protocols to deliver consistent and high-quality service.
Customer Interaction:
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Communicate effectively with customers to explain repair procedures, timelines, and costs.
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Provide exceptional customer service, addressing concerns and answering questions professionally.
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Represent the company positively by maintaining a clean, professional appearance and courteous demeanor.
Technical Expertise:
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Utilize tools, equipment, and technology to perform repairs efficiently.
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Stay updated on new products, technology, and repair techniques through ongoing training.
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Ensure all repairs meet or exceed company and industry standards.
Safety & Compliance:
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Follow all safety protocols and ensure a safe working environment.
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Maintain compliance with local, state, and federal regulations.
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Complete required documentation for each job accurately and on time.
Efficiency & Productivity:
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Manage time effectively to complete daily assignments and minimize travel time.
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Optimize route plans and schedules in coordination with management.
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Provide immediate response for emergency repairs or service from customer service representatives.
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Maintain an inventory of tools and building materials to reduce delays.
Team Collaboration:
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Report to the Manager of Repair Technicians regarding progress, challenges, and opportunities for improvement.
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Provide feedback on recurring issues or product quality concerns to improve service delivery.
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Participate in team meetings and training sessions.
Additional Duties As Assigned
Requirements:
REQUIRED: QUALIFICATIONS
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Education: High school diploma or equivalent required; vocational training or technical certifications preferred. License/Journey in trades relevant to us
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5+ years of experience in repair, maintenance, or installation roles, preferably in home improvement or related industries.
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Strong mechanical and technical aptitude.
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Excellent problem-solving and diagnostic skills.
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Excellent communication and interpersonal skills.
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Familiarity with Microsoft suite, CRMS and/or ERP systems
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Ability to travel to job sites up to 95% of time
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Must be able to pass a criminal background check, have a valid driver’s license and a clear drug screen
REQUIRED: KEY PERFORMANCE INDICATORS (KPIS)
100 points monthly (5 audits × 20 points)
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Pass threshold: 80/100
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Minimum per audit: 16/20
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Elements (5 points each):
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Blaze Notes: Documentation of service calls and notes.
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Customer Satisfaction Form: Completed by customers post-service.
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Photo Documentation: Visual evidence of work performed.
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Required Documents: All necessary paperwork for services executed.
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Conducted by: Manager of Repair Technicians
Service Completion Rate
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Target: 95% benchmark, 90% threshold
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Completion Criteria: Customer satisfaction form + service form
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Delay Documentation: Delays must be documented within 1 hour
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Valid Delays (excluded from calculation):
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Weather
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Material delays
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Customer-related issues
Customer Feedback (CARE)
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Definition: Based on solicited feedback only
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Rating Scale: 1-5
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Measures:
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Connect with empathy
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Act with urgency
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Resolve completely
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Exceed expectations
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Target: 30% response rate
REQUIRED: WORKING CONDITIONS
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Hours: 40 hours weekly an additional as needed
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Location: to be performed at Elite location Market
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Travel: to job sites required 90% of time
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