Position: Hot Tub Service Tech Level 1
Overview: A Hot Tub Service Tech Level 1 position holds the responsibility of professionally supporting all hot tub customer ownership experiences. They must provide the highest level of service to customers in the field for hot tub start-ups, accessory installation, valet services and minor hot tub service repair calls. The details / responsibilities of this position are as follows (We reserve the right to add additional details / responsibilities as needed):
Hot Tub Service Tech Level 1
Common Tasks:
- HR/Hourly Tracking/Punch-In/Out Training, Fill out W-4/I-9/Copy of Driver’s License/SSN Card
- Point of Sale (including mobile Point of Sale if applicable)
- Water Care (See Water Care SOP – attached)
- Product Knowledge (HSS/FF/EP/Helo/GDG/Accessories & Water Care Products)
- Microsoft Office (Word and Excel)
- Service technology from manufacturer
- Mobile point of sale (if applicable)
Hot Tub Service Tech Level 1 Duties & Responsibilities
- Meet the service/maintenance needs of customers’ hot tubs
- Maintain neat and organized work areas at the customer’s home
- Leave a door hanger/service note with the customer on each visit, outlining recommendations for the customer
- Maintain neat and clean service vehicles and work place
- Utilize service equipment/tools (vehicles) properly
- Provide the customer with accurate information on the use and application of all products sold by the company
- Conduct timely, effective repairs
- Utilize good judgment in satisfying customer service request or complaints
- Attend weekly meetings with your supervisor and department manager
- Maintains effective work relationships with fellow associates and follows the business polices/ business practices within San Diego Hot Spring Spas
- Attend ongoing educational classes and seminars
- Achieve all sales and service goals
- Must pass the Tech 1 training period within 3 months of start date
- Be current on all product knowledge and manufacture communications
- Achieve goals set for reviews and referrals
- Be current for all customer recommendations on company products and services
- Process customer work orders
- Maintain service work orders in a professional way to protect the invested time and materials
- Enter complete technician notes, parts and labor used into the computer system once work is completed, adding parts that need to be ordered when required
- Following existing Field Service systems to complete work and recommend modifications to improve accuracy, efficiency and customer satisfaction whenever possible
- Insure parts inventory accuracy with regular vehicle inventory counts
- Ensure proper tools and materials (trucks, pumps, vacs, hand tools, etc.) are clean and in good working order
- Communicate timely to owners/managers any area of need, dispute or idea for improving the operation of the service department
- Track and report all sales generated during infield service calls
- Additional duties and requirements
- Help with the set-up of showroom and offsite events as needed
- Follow proper procedures for all employment policies and status changes
- Ensure Service Manager is informed of your scheduled absence at least 30 days in advance, or at each monthly meeting for next month (for example; June Monthly meeting must turn in July PTO requests).
- Maintain healthy and positive work environment
- HAVE FUN
- Job requirements include:
- Experience in service or as a service technician is preferred
- Lifting of products up to 50 pounds
- Intermediate computer skills in a Windows environment
- Attend required seminars, training, vendor schools and/or trade shows to maintain industry and product knowledge, as directed by the store owners. Travel may be required.
- Good verbal communication skills and likes helping others
- Professional and courteous interactions with all customers
- Positive attitude, strong work ethic and willingness to learn
- Valid driver’s license required (Must be 21 to operate a company vehicle)
- Maintain a professional image during all work hours (Dress, Hygiene etc.).