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:

1. HR/Hourly Tracking/Punch-In/Out Training, Fill out W-4/I-9/Copy of Driver’s License/SSN Card
2. Point of Sale (including mobile Point of Sale if applicable)
3. Water Care (See Water Care SOP – attached)
4. Product Knowledge (HSS/FF/EP/Helo/GDG/Accessories & Water Care Products)
5. Microsoft Office (Word and Excel)
6. Service technology from manufacturer
7. Mobile point of sale (if applicable)

Hot Tub Service Tech Level 1 Duties & Responsibilities

1. Meet the service/maintenance needs of customers’ hot tubs
   1. Maintain neat and organized work areas at the customer’s home
   2. Leave a door hanger/service note with the customer on each visit, outlining recommendations for the customer
   3. Maintain neat and clean service vehicles and work place
   4. Utilize service equipment/tools (vehicles) properly
   5. Provide the customer with accurate information on the use and application of all products sold by the company
   6. Conduct timely, effective repairs
   7. Utilize good judgment in satisfying customer service request or complaints
   8. Attend weekly meetings with your supervisor and department manager
   9. Maintains effective work relationships with fellow associates and follows the business polices/ business practices within San Diego Hot Spring Spas
   10. Attend ongoing educational classes and seminars
   11. Achieve all sales and service goals
   12. Must pass the Tech 1 training period within 3 months of start date
   13. Be current on all product knowledge and manufacture communications
   14. Achieve goals set for reviews and referrals
   15. Be current for all customer recommendations on company products and services
2. Process customer work orders
   1. Maintain service work orders in a professional way to protect the invested time and materials
   2. 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
   3. Following existing Field Service systems to complete work and recommend modifications to improve accuracy, efficiency and customer satisfaction whenever possible
   4. Insure parts inventory accuracy with regular vehicle inventory counts
   5. Ensure proper tools and materials (trucks, pumps, vacs, hand tools, etc.) are clean and in good working order
   6. Communicate timely to owners/managers any area of need, dispute or idea for improving the operation of the service department
   7. Track and report all sales generated during infield service calls
3. Additional duties and requirements
   1. Help with the set-up of showroom and offsite events as needed
   2. Follow proper procedures for all employment policies and status changes
   3. 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).
   4. Maintain healthy and positive work environment
   5. HAVE FUN
4. Job requirements include:
   1. Experience in service or as a service technician is preferred
   2. Lifting of products up to 50 pounds
   3. Intermediate computer skills in a Windows environment
   4. 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.
   5. Good verbal communication skills and likes helping others
   6. Professional and courteous interactions with all customers
   7. Positive attitude, strong work ethic and willingness to learn
   8. Valid driver’s license required (Must be 21 to operate a company vehicle)
   9. Maintain a professional image during all work hours (Dress, Hygiene etc.).