Service & Installation Technician

About the role

Job Posting: For the past 10 years, Safe Step Walk-In Tub Company (a Ferguson company) has experienced unprecedented growth and have been overly committed to providing our customers with the industry-leading safety, comfort and independence they deserve. As the nation's top walk in tub/shower company, our products are made to the highest manufacturing standards available, and our customer service is unmatched.

We call it the Safe Step Difference. If you're considering investing in your future, look no further to find out why the Safe Step Walk-In Tub Company is the only choice. We purposely employ dedicated team members that have a natural desire to provide life-changing service to our customer base across the US and Canada. Every day, we do our best, to give our best, to those deserving of the same.

This position is based in Arizona and requires regular travel in a company vehicle throughout the state.

Position Summary

The Service & Installation Technician plays a critical role in restoring both the function of our products and the customer's confidence in Safe Step. When a customer experiences an issue, the technician owns the service experience from the time the ticket is assigned through resolution, with the goal of getting the customer back to bathing safely as quickly as possible.

This is a highly customer-facing role that requires more than technical repair skills. Our technicians work directly with customers in their homes to diagnose and resolve issues, provide professional and reassuring service experience, and strive for first-time resolution.

A successful technician understands that every service visit is an opportunity not only to fix the product, but to restore the customer's pride and confidence in their Safe Step product.

Responsibilities

Manage assigned service workload which may include contacting customers, scheduling service appointments, and planning efficient daily routes to meet service and productivity expectations. Document completed work, findings, parts used, and any additional repairs or follow-up needed. Service, troubleshoot, and repair walk-in tubs and related products in customers' homes.

Diagnose mechanical, plumbing, and product-related issues and determine the appropriate repair. Maintain appropriate vehicle inventory and truck stock, accurately account for parts used, and coordinate the return of unused, defective, or replaced parts in accordance with company procedures. Clearly communicate with customers regarding the work being performed and provide professional customer experience.

• Educate customers on the proper operation, use, and care of their Safe Step product and answer product-related questions as appropriate.
• Identify recurring product or installation issues and communicate findings to management.
• Perform other installation, service, repair, and maintenance duties as assigned.
• Garner 5-star reviews regarding the customer's Safe Step service experience in accordance with company guidelines.

Be responsible for providing driver duties and responsibilities. Follow all company vehicle and safe-driving policies. Company vehicles are equipped with cameras and telematics that monitor driving and safety metrics, including speed, braking, acceleration, seat belt use, and other driving behaviors.

Qualifications

• 2+ years of experience performing technical repairs, troubleshooting equipment, and resolving mechanical, plumbing, or residential service-related issues.
• Strong technical repair, diagnostic, and troubleshooting skills.
• Valid state issued license is required.
• Must be at least 18 years of age.
• Exceptional analytical and problem-solving skills.
• Excellent verbal and written communication skills.

• High regard for quality assurance and customer service.
• Strong organizational and time-management skills with the ability to work independently.
• At Safe Step Walk-In Tub Company, we care for each other.
• We value our well-being just as much as our hard work.
• We are committed to a holistic approach towards benefits plans and programs that support the mental, physical and financial well-being of our associates.

Our competitive offering not only includes benefits like health, dental, vision, paid time off, life insurance and a 401(k) with a company match, but our associates also enjoy additional meaningful and inclusive enhancements that are adaptable to their diverse situations and needs, including mental health coverage, gender affirming and family building benefits, paid parental leave, associate discounts, community involvement opportunities and more! #Li-Remote

• Pay Range: - $19.34 - $29.00
• Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.
• This role is Bonus or Incentive Plan eligible.
• Ferguson complies with all wage regulations. The starting wage may be higher in certain locations based on local or state wage requirements.
• The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability. Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity. Equal Employment Opportunity and Reasonable Accommodation Information