Service Lead

Are you a passionate leader who leads by example? Precision Garage Door is seeking a Service Lead in Danbury, CT, someone who embodies our culture, inspires their team, and delivers exceptional service to every customer. If you're ready to make an impact, we want to hear from you!

Location Responsibilities:

• Reports Daily to Home Market Office Location
• Travels to New Jersey for professional development when asked
• Travel to other locations when needed
• Relocation to the Danbury area is required for this position

Duties, Responsibilities and Expectations:

• Technicians - Expecatations 2024
• Servant Leadership
• Embrace, create and promote content
• Organize and lead weekly service professional development alongside location lead
• If you are out during one of these meetings, have backup plan ready to go
• Identify whether a technician is struggling because of a skill or will issue and provide input on corrective measures
• Attend professional development meetings with other leaders
• Emphasize and promote culture
• Emphasize and promote consistency
• Take phone calls from location technicians regarding sales opportunities during week and weekend
• Take phone calls from location technicians during week and weekend before they leave call with a Zero or SVC
• Bluetooth technicians who need support or would like to listen
• Go over report cards/weekly metrics with respective technicians monthly. Plan improvement if necessary.
• Take first day ride a longs with the purpose of “unmasking” ride a long to see if they will be a good fit for the company. Ride with struggling technicians.
• Weekly reports on ride a longs. What was done well, what need improvement/attention
• Receive Minimum amount of reviews required
• If a technician is not following procedures and protocols or meeting expectations laid out, talk to them about it and report it to the Service Manager.
• Repeated/severe offenses will require a sit down with management and a Bambee report
• Fix the customer's problem, even if it means doing the repair for free
• 100% customer satisfaction
• Put a sticker up at each job
• Call customers at least 30 min prior to the appointment window and upon dispatching. Leave voicemail if they don’t pick up.
• Leave customers with a business card with a review link on back upon completion. If a customer is not available leave them in the mailbox.
• Embrace that we never fix a door or touch a door for a service fee/trip charge
• Call support before leaving with a service fee/trip charge or taking a $0
• Collect the balance due before leaving the property.
• Drive safely and responsibly.
• Arrive at the office before the agreed-upon time
• Dispatched the first job no later than 30 minutes after the start time
• Proactively call customers to move up
• Uphold truck cleanliness standards, inventory and make sure the van is secure at the end of the day.
• Provide a thorough and complete inspection at each job.
• Uphold company uniform standards
• Before pre-selling a job, you must get approval
• Require to Rilla all jobs
• Execute a minimum of 5 Rilla ride alongs a week.

Compensation:

• $12.00/hr and 12% commission
• Eligible Monthly tier bonus
• Eligible for quarterly bonus
• Eligible year end bonus
• Eligible for monthly review bonus
• $5,000 relocation assistance to support transition

KPIs:

• Ticket average- own and location overall
• Closing Percentage- own and location overall
• Reviews- own and location overall 25- or 25% under 100 opps
• Driving score- own and location overall
• Procedure and protocols

Expectations

• Must have excellent metrics when it comes to total revenue, job average, closing percentage, customer satisfaction and revenue per hour
• Be in the green for these metrics
• Punch in/Punch out
• Understand and embrace the current sales system
• Treat others how you want to be treated
• Ask for help before being asked to help
• Respecting all Precision employees equally
• Respect customers and team members' race, creed
• Embrace professional development
• Work a full day, whether it be on call or on time
• Be patient with both technicians and customers
• Clear and healthy communication
• Promote the sum of all of us is greater than the sum of one of us
• Wants to see others get better including themselves

Basic Qualifications:

• Has consistently done excellent work as a service technician when it comes to the metrics we measure
• Has shown to be dependable, accountable, intelligent, aware, mature and driven
• Has to be a team player and work well with others
• Strong technical knowledge
• Strong sales knowledge of our current sales system