Service Technician

Your Role at Pivot

The Service Technician will perform service and product demonstrations and/or warranty repairs as directed. Duties may include:

• Contact customers to schedule service work.
• Survey product to accurately determine what service parts are needed to complete repairs.
• Place warranty product orders with HMI and all ancillary line vendors.
• Contact the appropriate salesperson to facilitate parts orders and labor quotes for all non-warranty services.
• Facilitate product demonstrations per salesperson request.
• Complete "Return Comments" in the database, showing the status of the job.
• Follow up on every job assignment through closure.
• Perform service repairs on warranty and non-warranty product issues.
• Participate in the training of service personnel on service procedures, repairs, and/or product modifications.
• Document and locate/pull products as required for service projects.
• Ensure accuracy and completeness of pulls and loads of product, equipment, and installation tools.
• Ensure safe and accurate loading of products onto delivery/return vehicles.
• React to varying project/field conditions and can take or direct action on-site to solve problems and make required changes to the original scope of work.
• Perform briefings with the assigned service crew(s) daily.
• Conduct final client walk-through of completed project/area(s).

Must demonstrate ability to work efficiently and provide direction to subordinates when required. Must demonstrate dedicated commitment to departmental and corporate mandates and goals.

Supervisory Responsibility

This position has no supervisory responsibilities, but duties may require the Service Technician 3 to temporarily direct and coordinate actions of several different positions within the installation or delivery staff to ensure adherence to schedules and quality standards.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• A high school diploma or GED and up to 2 years of related experience including systems furniture installation experience (Herman Miller furniture systems experience preferable); or equivalent combination of education and experience.
• Knowledge of commonly used concepts, practices, and procedures within the field.
• Relies on instructions and pre-established guidelines to perform the functions of the job. Primary job functions do not typically require exercising independent judgment.

Reasoning Ability

Ability to define and solve practical problems and deal with a variety of concrete variables in situations where only limited standardization may exist. Ability to interpret an extensive variety of instructions furnished in written, oral, diagram, or schedule form, and deal with several abstracts and concrete variables.

Physical Demands

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel, and frequently to operate power tools, a computer keyboard, a mouse, and a telephone keypad. The employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit, and reach with hands and arms. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 75 pounds with assistance or equipment.