Service and Repair Technician - Retail

About the role

The Service Technician position at B-Sew Inn is responsible for troubleshooting, repairing, adjusting, and maintaining various sewing and embroidery machines. This role is part of a family-owned sales organization with multiple retail locations across several states.

Responsibilities

• Demonstrates a positive attitude and adheres to BSI's culture.
• Lifts machines to workbench and dismantles machines and replaces or repairs broken or worn parts.
• Cleans parts and machines.
• Starts and observes machines in operation to test performance.
• Troubleshoots and analyzes machine malfunctions to determine causes of substandard operation. Performs necessary repairs and makes improvements to prevent future problems.
• Initiates orders and maintains inventory of critical parts; submits parts requests to Service Manager.
• Reassembles machines when complete.
• Maintains current technical knowledge and continuously works to expand knowledge of recent technology and equipment through manufacturer training.
• Maintains records of work performed using Point of Sale system.
• Notifies guests of repair status, explaining work performed.
• Ensures an elevated level of customer satisfaction by meeting customer needs in a courteous manner.
• Works directly with guests over the phone or in person to overcome technique-based issues versus technical issues.
• Manages difficult or emotional customer situations, solicits customer feedback to improve service, responds to requests for service and assistance in a prompt manner.
• Cleans work area, shelves, counters, tables, machines, tools, and equipment.
• Other duties as assigned.

Qualifications

• A high school diploma or GED is required.
• Two years' relevant experience and/or previous training are required.
• A two-year technical degree or similar field is preferred.

Skills and Requirements

• Experience using precision measuring instruments, hand tools, and power equipment.
• Ability to learn and apply new skills, requiring minimal supervision.
• Ability to speak clearly and persuasively in positive or negative situations. Listens, gets clarification, and responds well to questions.
• Strong ability to read and interpret documents such as service manuals, parts catalogs, circuit diagrams, and operating & maintenance instructions.
• Ability to analyze and interpret data.
• Excellent time management skills and ability to multi-task and prioritize work.
• Strong mechanical aptitude, attention to detail, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to follow instructions, respond to management directly, and take responsibility for own actions.
• Strong organizational and planning skills.
• Familiarity with computer skills; willingness to learn Point of Sale Inventory Functions.
• Ability to lift 100lbs.
• Ability to work in a team-oriented environment.

Physical Demands and Work Environment

This position is in a standard retail environment with desktop business equipment and telephone calls. The noise level is moderate. While performing the duties of this job, the team member is regularly required to stand and sit for extended periods of time and must constantly reach and feel with hands, arms, and fingers; climb or balance and stoop, kneel, crouch, or crawl. Frequent hearing and talking is required. This role routinely uses standard office equipment such as computers, and phones; keyboard typing is required. This position requires the ability to occasionally lift and carry supplies and shipments up to 100lbs. Near vision must be used regularly when completing repairs. Hearing must be used regularly in the diagnosing of machine issues and adjustments. This role is regularly exposed to moving mechanical parts and occasionally exposed to vibration.