Field Service Technician I - Phoenix, AZ
Company: La-Z-Boy
Location: Glendale
Posted on: April 18, 2024
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Job Description:
Comfort starts with our 13,000+ team members across the globe,
who are transforming the power of comfort every day. Our employees
have the power to change lives, in our homes, work and communities.
We foster an inclusive environment while honoring a legacy built on
family, where everyone can be themselves.If you are ready to join
an industry leading organization where our people are the most
important asset, and innovation propels us into the future, you're
ready to take your seat at La-Z-Boy Incorporated.WE BELIEVE IN THE
TRANSFORMATIONAL POWER OF COMFORTJob Summary:JOB SUMMARY:
Provides after delivery service to our customers to address any
concerns with their product. Provides resolution by diagnosing and
repairing all aspects of customer concerns.Job Description:KEY
RESPONSIBILITIES (other duties as assigned):* Establishes
credibility with customers, inspects products to identify any
manufacturing defects, product abuse, and other issues.* Diagnoses
issues and provides solutions to customers, including time to
repair, costs, and other potential options. May contact a
Representative at the Contact Center or Field Services Supervisor
if the product is beyond repair, for questions on warranty, etc. If
unable to provide resolution, communication must be made to the
Contact Center to provide further options for resolution including
up to full replacement of the product.* Completes all data entry
requirements after each service visit and enters service
information into customer's ticket (add notes from the service
event/attach photos of product highlighting customer's concerns and
product label). Responsible for daily ordering of service parts and
properly stocking service van with parts inventory.* Schedules
service appointments with customers and manages routing schedule.
Responsible for communications with customers (e.g., phone, email,
text, etc.). Must also attempt to contact customers a 2nd & 3rd
time if the customer does not respond via preferred communications
method, leaving detailed messages and requesting responses.*
Communicates effectively with Supervisor, explaining details of
escalated customer concerns. Informs Supervisor of any accidents,
personal issues, customers that are not at home upon arrival, or
any situation that needs immediate action.* Partners with store
personnel to maintain showroom inventory and to assist with
customer's concerns for final issue resolution.* Maintains all
company owned assets including service vehicle, (maintenance and
cleaning), cell phones, laptop, tools, reporting any concerns to
Field Services Supervisor immediately.* Manages expenses related to
tools and supplies and vehicle maintenance. Responsible for
submitting timely expense reports with accurate information.SCOPE &
IMPACT:This position has direct contact with our customer base and
is responsible for knowledge of company products, parts, and
warranties. Quality of repair/resolution, may impact customer
service level metrics (e.g., repeat visit counts, first time fix
rate, next available service, etc). Technicians must also possess
the necessary soft skills to effectively communicate with customers
while representing La-Z-Boy in a positive light.MINIMUM
REQUIREMENTS:* High school diploma or GED with 2-4 years of
relevant experience or equivalent* Valid US issued driver's
license* Maintain acceptable driving record that meets company
expectations.* Previous in-home repair or installation experience*
Travel required: Up to 25%PREFERRED REQUIREMENTS:* Associates
Degree* Possess complete understanding of repair, repair process
and next steps* Furniture Repair experienceSUPERVISORY
RESPONSIBILITIES: None.PHYSICAL DEMANDS/WORK ENVIRONMENT:Subject to
both inside and outside environmental conditions. Often required to
sit, hear, listen, talk, stand, bend, kneel, squat, pull, push,
lift up to 30 pounds. Seldom required to use repetitive hand motion
(such as typing), walk, stoop, climb stairs, crouch, balance, reach
overhead, and lift over 50 pounds.Weekly Hours:40Work Shift:First
Shift (United States of America)
Keywords: La-Z-Boy, Peoria , Field Service Technician I - Phoenix, AZ, IT / Software / Systems , Glendale, Arizona
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