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Job Details


In Home Service Repair Technician (15608)

Customer Service

Customer Service

Yearly

No

Tacoma, Washington, United States

The In Home Services Technician is responsible for repairing and restoring damaged furniture, involving case goods, leather, synthetics and upholstery pieces, in the customer’s home.The associate identifies the level of repair needed, determines the type of tool, equipment and parts needed for the repair and performs the repair per standard operating procedures.Once the repair has been completed, the associate ensures the customer is satisfied with the repair. The In Home Services Technician is accountable for providing service that meets company standards and exceeds customer expectations.Overall, the In Home Services Technician contributes to the Ashley high performance culture by modeling our core values and engaging in activities that keep the Ashley brand as the #1 home furnishings market leader in style, selection, quality and value.

Scope:Low—Performs duties within scope of established policies,procedures and objectives with minimal supervision. Analyzes routine problems and uses independent judgment within accepted practices to achieve desired result.Has frequent external interaction to provide customer service, technical information or procedural explanations; most relationships are external to the work unit.

Primary Job Functions

  • Greets customers in a courteous, empathetic and helpful manner.Listens to and responds promptly to customer’s needs.
  • Inspects and assesses furniture to determine cause of damage, e.g., driver, manufacturing, customer abuse, etc., involving case goods, leather, synthetics and upholstery.
  • Develops and maintains service call records.Takes digital pictures of furniture damage to support service visit and related documentation.
  • Performs knowledgeable, courteous, high quality furniture repair with the goal of 80% completion, including:

o Testing and mixing colors to find exact match,

o Fabricating leather, upholstery, or frame material and corners,

o Applying correct grain patterns, filling dents and scratches using appropriate material,

o Replacing any necessary parts, and refinishing with appropriate stain and top coat.

Orders replacement parts and disposes damaged product when necessary.Keeps customer informed and up-to-date on repair progress. Reports when repairs cannot be completed.Maintains clean and stocked service vehicle.Maintains accurate, daily company vehicle service and mechanical condition logs, immediately reporting any maintenance, safety, breakdowns or accidents.Ensures compliance with standard operating procedures, including all safety policies and procedures.Contributes to continuous quality improvement efforts to improve department metrics and performance.

·Maintains a professional appearance and provides a positive company image to the public.

Demonstrates the company’s core and growth values in performance of all job functions.

Secondary Job Functions

Develops high levels of knowledge of all Ashley product lines.Participates actively in meetings and coaching sessions with managers and trainers.Picks up projects on the fly;performs other duties as assigned from time to time.

Schedule Expectations

The associate will work a minimum of 40 hours per week, which includes weekends, holidays and evenings.Hours may increase during specific events, holidays or blackout periods, or to meet other business needs.Regular attendance on the assigned route in accordance with these expectations is an essential function of the job and all job functions are performed at the designated location, including the customer’s home.

Job Qualifications

Education:

·High school diploma, GED or equivalent required.

Experience:

Prior experience in repair helpful.

Licenses:

Valid drivers’ license with clean driving record and ability to maintain same.

Knowledge,
Skills:

Knowledge of basic construction and repair techniques.Ability to match colors, with a mechanical aptitude.Skills in hand tool, power tool, and digital camera use.

·Ability to adapt to frequent changes in work environment.

Ability to speak clearly and respond well; read and interpret written information.Ability to satisfactorily respond to requests for service and assistance.

·Ability to follow instructions, respond to direction and follow through to completion.

·Ability to resolve problems; ability to display professionalism at all times, even under stress.

Ability to demonstrate accuracy and thoroughness in work.

·Ability to work independently, with minimal supervision.

·Ability to communicate in Spanish, preferably.

Other:responsible, reliable, punctual, friendly, energetic and friendly with a genuine desire to provide outstanding customer service.