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 and divisions.

Responsibilities

• Demonstrates a positive attitude and adheres to B-Sew Inn'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 to test performance.
• Troubleshoots and analyzes machine malfunctions to determine causes of substandard operation and performs necessary repairs.
• Initiates orders and maintains inventory of critical parts; submits parts requests to Service Manager.
• Reassembles machines when complete.
• Maintains current technical knowledge and expands knowledge of recent technology and equipment through manufacturer training.
• Records work performed using Point of Sale system.
• Notifies guests of repair status, explaining work performed.
• Ensures high levels of customer satisfaction by meeting customer needs in a courteous manner.
• Works directly with guests over the phone or in person to address technique-based issues.
• Manages difficult or emotional customer situations, solicits customer feedback, and responds to requests for service and assistance promptly.
• Cleans work area, shelves, counters, tables, machines, tools, and equipment.
• Performs 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 with minimal supervision.
• Clear and persuasive speaking ability, listening skills, and the ability to get clarification.
• Strong reading and interpretation skills, including service manuals, parts catalogs, circuit diagrams, and operating & maintenance instructions.
• Excellent time management, multitasking, and prioritizing work.
• Strong mechanical aptitude, attention to detail, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to follow instructions, respond to management, and take responsibility for own actions.
• Strong organizational and planning skills.
• Familiarity with computer skills and 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 operates in a standard retail environment with desktop business equipment and telephone calls. Noise levels are moderate. The role requires standing and sitting for extended periods, reaching, feeling, and using hands, arms, and fingers; climbing, balancing, stooping, kneeling, crouching, or crawling. Frequent hearing and talking are required. Standard office equipment such as computers and phones are used, and keyboard typing is required. Lifting up to 100lbs is common. Near vision is used regularly when completing repairs. Hearing is used regularly in diagnosing machine issues and making adjustments. This role is regularly exposed to moving mechanical parts and occasionally exposed to vibration.