Technician

About the role

At Invisible Fence ® Brand we are every bit as passionate about the well-being of pets today as we were when our founder created the world's first dog fence. It's that commitment that keeps us going and growing. It is in the way we continue to pioneer powerful, industry-changing pet solutions,. It is in the way of our ongoing Shelter to Forever Home Program.

It is in the way we provide expert care to you and your pet from your neighborhood Invisible Fence ® Brand dealer. Most of all, it is our commitment in the worry-free way you enjoy your pet's companionship. The way we look at it, nothing could be more revolutionary-or more wag-worthy-than that!

When it comes to improving the lives of pets and their people, it's never a job. It's a labor of love.

Summary of Position

Installs and services Invisible Fence® Brand Pet Solutions at customer's homes using basic machinery, working with and training customers and pets, while following all company standards and procedures.

Responsibilities

• Install Invisible Fence® Brand pet solutions each day.
• Setup, operate and maintain all assigned installation equipment.

Maintain in good working order and cleanliness of all company vehicles and equipment assigned to Pet Solutions Technician and report to Area Operations Manager (AM), General Operations Manager (GOM) or Assistant Operations Manager (AOM) any issues that require additional maintenance.

• Provide service for all Invisible Fence® Brand solutions.
• Effectively train pets to Invisible Fence® Brand solutions.
• Provide superior customer service by
• Helping design and confirm solution layouts with customer.
• Return calls to the office regarding any customer concerns immediately.
• Solicit and collect customer referrals and endorsement letters.
• Maintain customers' home by providing a clean and neat installation/service
• Always leaving the customers' home in a better condition
• Consistently deliver friendly, positive and professional service at all times including travel times to jobs to include professional driving habits.
• Offer and sell additional solutions to consumers.
• Maintain Ambassador status for Invisible Fence® Brand by actively generating referrals, leads and appointments with every customer contact.
• Collect all necessary paperwork and submit to AM, GOM or AOM in a timely manner.
• Collect all payments by submitting to Field Service Specialist (FSS) or through Blue Rover, prior to leave client's home
• Report all serial numbers of products used during visits to FSS prior to leaving client's home
• Maintain proper inventory and stocking of products for service vehicles.
• Report any issues to customer and AM, GOM or AOM.
• Maintain proper documentation of all notes for customer visits and issues, including entering notes promptly when job concludes.

Accountabilities

Following Invisible Fence® Brand and PSB company policies, procedures, training manuals, safety rules, operating and maintenance instructions, procedure manuals, diagrams, schedule forms, instructions and sales/service contracts.

Exceed standard customer satisfaction levels by resolving customer issues by taking personal ownership of the situation and creating a win-win-win solution, return customer calls as soon as the message is received, champions timely follow-up service for the customer, solicits and receives customer referrals and endorsement letters, follows-up on free battery plans for customers to ensure they are awarded for applicable referrals and always delivers friendly and professional service to all customers

• Annual certification for Perfect Start™ Plus pet training
• Submit customer reports and notes to AM, GOM or AOM and submit SGLs, upsells and Google Reviews
• Report to AM or GOM any vehicle maintenance issue that may require additional maintenance
• Professional appearance and demeanor
• Regular and predictable attendance is required

Relationships

• Reports directly to the General Operations Manager or Area Operations Manager
• Works with Customers, IFB FSS to schedule appointments, AMs and GOM/AOM.
• Consistently sets high standards with the Branch associates to develop and enhance customer

Qualifications

• High school diploma or equivalent
• 1 Year of Customer Service Experience
• Valid driver's license, clear driving record and driving skills.
• Outstanding verbal, written and listening communications skills, including the ability to communicate with all levels of management, staff and customers

Ability to perform well under pressure and time constraints and solve practical problems and deal with a variety of variables in situations where only limited standardization exists while maintaining a professional demeanor. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

• Ability to read, write, speak, interpret English and effectively communicate sales or training requirements with customers accurately.
• Technical abilities necessary to use cellular phones (all electronic devices) for training services and recording notes.
• Ability to sit, stand, and walk on a regular basis. The Pet Solutions Technician may occasionally be required to climb, balance, stoop, kneel, crouch or crawl to provide training and technician services.
• Results oriented with a strong sense of ownership and high level of professionalism
• Well groomed and maintain continued professional appearance and demeanor
• Work environment for Pet Solutions Technician may include exposure to outside weather conditions; wet and/or humid conditions, extreme cold or heat.
• Pet Solutions Technician will be required to spend time traveling in provided vehicle to customers' homes and must interact with customers and their pets with a risk of injury from working with pets to include, but not limited to bites, scratches, etc.

• Exceed standard customer satisfaction levels
• Physical Activities: Lift
• Carry

Additional information

Hand Movement: Simple Grasping, Fine Manipulation, Use of Machinery-CF3000, Steering Wheel, Trencher, Repetitive Hand Motions

Environment: Exposure to heat, cold, and outdoor settings for 5+ hours per day

Hours

Must be available to service the customer and take appointments between the hours of 8a-6pm Monday - Saturday, with last appointment availability starting at 6pm on a rotating schedule, 5 day work week including weekends if your rotation shift falls on a weekend.

Must be available to work 2-3 Saturdays per month (50% Saturdays per month).