Field 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="" target="_blank" rel="noopener noreferrer">Watch the full experience here.</a> </em></strong></p>

Hampton, VA

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>

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Overview: <strong>Cable Installer? Maintenance Technician? Customer Service Superstar? La-Z-Boy needs you!<br /><br />Would you like to set your own schedule and earn an excellent salary? Then this is the career for you!&nbsp;<br /><br />Full Benefits + 401k<br />Great Starting Pay<br />Company Van<br />Company Cell Phone<br />Paid Training&nbsp;</strong><br /><strong><br /></strong>This position is based primarily in the Virginia Market with regular travel to Hampton, Newport News or Williamsburg, VA. In this position, you work directly with the customers to set up repair appointments, you order your own parts and the base of operations is your home. You will be responsible for providing after delivery service to our customers and follow-up training regarding customer expectations to our sales team and designers.&nbsp;<strong>We provide all the tools you&rsquo;ll need</strong>&nbsp;including a&nbsp;<strong>cell phone,</strong>&nbsp;<strong>printer, laptop and company van</strong>&nbsp;that you park at your home. You organize your territory, attend to customers in a timely manner and provide documentation of your work using company issued software. We also offer&nbsp;<strong>full medical/dental benefits, 401K and paid holidays. Relocation assistance available for the right candidate.<br /><br /><br />JOB SUMMARY:</strong><br />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.
Responsibilities: &bull; This position 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 company owned service vehicle, including maintenance and cleaning, reporting any concerns to Field Services Supervisor immediately<br />&bull; Travel to surrounding nearby territories on a regular basis, sometimes up to 2-3 days at a time to conduct necessary repairs.<br /><br /><strong>SCOPE &amp; IMPACT:</strong><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: <strong>MINIMUM REQUIREMENTS:</strong><br />&bull; High school diploma or GED with 4-6 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; Travel required up to 40%<br /><br /><strong>PREFERRED REQUIREMENTS:</strong><br />&bull; Possess complete understanding of repair, repair process and next steps<br />&bull; Furniture Repair experience