Warehouse/Delivery/Service Technician

<p><strong>We want more movers and shakers, dreamers and doers, thinkers and tinker-ers. We want more people who are excited by their work and passionate about their communities. We want people who are ready to Build Something Amazing.</strong></p> <p><em><strong>"At La-Z-Boy we're dedicated to home... because home is what really matters and what will always matter. At the end of even the longest days, home is where we find ourselves."</strong></em><strong><em><br /><a href="https://vimeo.com/230201741" target="_blank" rel="noopener noreferrer">Watch the full experience here.</a> </em></strong></p>

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La-Z-Boy Corporate

<p><strong>Not many companies can say that they are both a household brand and one of the most innovative organizations in their industry. La-Z-Boy can. Ninety years after our first recliner, we&rsquo;re still re-inventing the industry.</strong></p> <p><strong>We want more movers and shakers, dreamers and doers, thinkers and tinker-ers. We want more people who are excited by their work and passionate about their communities. Our people are what drives us forward. We want people who are ready to Build Something Amazing.</strong></p> https://www.la-z-boy.com/

keywords: join,maintenance,communication,schedule,solutions,quality assurance,customer care,analysis,data entry,reporting,experience,license,education,degree,travel,maintenance,knowledge

Full-Time

Overview: Come join our team and help us Build Something Amazing.
Responsibilities: &bull; Establishes credibility with customers, inspects products to identify any manufacturing defects, product abuse, and other issues.<br />&bull; 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.<br />&bull; 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.<br />&bull; 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 &amp; 3rd time if the customer does not respond via preferred communications method, leaving detailed messages and requesting responses.<br />&bull; 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.<br />&bull; Partners with store personnel to maintain showroom inventory and to assist with customer's concerns for final issue resolution.<br />&bull; Maintains all company owned assets including service vehicle, (maintenance and cleaning), cell phones, laptop, tools, reporting any concerns to Field Services Supervisor immediately.<br />&bull; Manages expenses related to tools and supplies and vehicle maintenance. Responsible for submitting timely expense reports with accurate information.<br /><br />SCOPE &amp; IMPACT:<br />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.
Requirements: MINIMUM REQUIREMENTS:<br />&bull; High school diploma or GED with 2-4 years of relevant experience or equivalent<br />&bull; Valid US issued driver's license<br />&bull; Maintain acceptable driving record that meets company expectations.<br />&bull; Previous in-home repair or installation experience<br />&bull; Travel required: Up to 25%<br /><br />PREFERRED REQUIREMENTS:<br />&bull; Associates Degree<br />&bull; Possess complete understanding of repair, repair process and next steps<br />&bull; Furniture Repair experience