Job Information
ITW Lead Installation Technician in Indianapolis, Indiana
Job Description:
SUMMARY
The Lead Installation Technician role includes the initial customer contact, the scheduling and performance of initial site surveys, the development and relay of installation quote from CRM, assisting the scheduling of the actual install, performing the install, completing the install along with all associated activities and progressing the installation opportunity in Microsoft Dynamics 365 CRM throughout its journey. The Lead Installation Technician is expected to work proficiently with branch dispatchers, service managers, outside subcontractors, technicians and other branch leadership personnel to properly execute the installation. The position has high level expectations on ensuring customer satisfaction and adherence to the organization's policies including strong mandates on safety.
ESSENTIAL DUTIES AND RESPONSIBILITIES FOR ALL TECHNICIAN LEVELS
These are the most significant job duties performed. The size, scope and complexity of assigned duties and responsibilities are dependent on the level and experience of the incumbent. To perform this job successfully, an individual must be able to perform each assigned essential duty satisfactorily. Other responsibilities or special projects not specifically listed below may also be assigned.
Entering and managing installation opportunities in CRM to develop accurate monthly forecasts
Conducting site installation surveys to collect necessary information for install feasibility and planning the execution in CRM
Producing scope of works and customer facing installation quotes in CRM
Working with dispatchers and other branch personnel to schedule installs in Microsoft Field Service adhering to promise dates for customers
Executing the installation per the scope of work to customer satisfaction and by adhering to safety manuals and programs
Strong adherence to installation playbook from start to end (machine at customer site to leaving customer site after successful startup)
Effective management of installation request inbox
Strong project management skills by managing schedule dates and completion dates in CRM and information relayed to the customer and to other branch leadership personnel
Proper final pricing updates to CRM opportunities that support branch and organization financial objectives
Maintains current organization, industry, and equipment knowledge.
Strong communication with customers on overall Hobart Service value propositions for future service products after warranty expires for new machine
Proper vehicle maintenance and handling of installation material handling equipment
Adherence to the company's safe driving policy and other applicable policies including safety
Other duties as assigned
Supervisory Responsibilities
This position has no direct or indirect supervisory responsibilities.
QUALIFICATIONS
The requirements listed below are representative of the knowledge, skill, and/or ability required to perform this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Required Education and Work Experience
High school diploma or GED
2 years of formal technical training and at least ten years of related experience.
Equipment installation or similar experience
PC knowledge and suite of Microsoft applications
Desired Education/Experience
5+ years of installation experience in commercial equipment
Mechanical or electrical experience is preferred, but not required.
Associate degree is preferred, but not required.
Experience installing and removing commercial cooking and/or refrigeration equipment is highly desirable.
Prior experience using Microsoft Dynamics 365 CRM
Certificates and Licenses
- Position/Location dependent. Industry certification is highly desirable.
Job —Specific Knowledge
To perform this job successfully, the individual needs to demonstrate knowledge of these areas as they relate to the primary functions of the job.
Mechanical Aptitude – demonstrates expert mechanical aptitude to operate and troubleshoot equipment. Skilled in use of various tools and equipment (e.g. basic hand tools, reading and following service manuals, gauges, meters, etc.)
Customer Service - highly professional demeanor with excellent telephone skills and etiquette. Utilizes various interpersonal styles and communication methods to positively assist and influence customers.
Problem Solving - fundamental role in finding ways to address all types of problems by having a good approach to a problem without being ineffective, favoring or causing painful consequences.
Safety at Work - learns to keep the organization safe from different risks by developing a high sense of alertness that detects danger from afar and stops it before it causes risk, danger or injury to themselves, or others.
Computer Literacy – Able to use installation CRM tool to proper price installations and manage the branch opportunities. Must keep all opportunities up to date with each month, quarter, and year
COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies.
Technical and Analytical Skills
Ability to read and interpret standard service manuals, installation manuals, and mechanical diagrams.
Understanding of basic math (addition, subtraction, multiplication, division, calculations of percentages, measurement conversions).
Compiles and summarizes data for supervisor and/or branch manager that will help him/her with creating customer-focused strategies for fostering relationships and sales (e.g., equipment leads, contract leads, water treatment order leads).
Basic knowledge of / working knowledge of Windows applications and Microsoft Office programs such as Word and Excel.
Quality
Demonstrates accuracy and thoroughness.
Looks for ways to improve and promote quality.
Applies feedback to improve performance.
Monitors own work to ensure quality.
Quantity
Completes work in timely manner.
Strives to increase productivity.
Works quickly.
Attendance/Punctuality
Is consistently at work and on time.
Ensures work responsibilities are covered when absent.
Arrives at meetings and appointments on time.
Dependability
Follows instructions, responds to management direction.
Takes responsibility for own actions.
Teamwork
Balances team and individual responsibilities.
Exhibits objectivity and openness to others' views.
Gives and welcomes feedback.
Contributes to building a positive team spirit.
Puts success of team above own interests.
Able to build morale and group commitments to goals and objectives.
Supports everyone's efforts to succeed.
Recognizes accomplishments of other team members.
Keep commitments.
Commits to extended hours of work when necessary to reach goals.
Completes tasks on time.
Safety
Ability to read and understand safety guidelines of the business.
Ability to approach job responsibilities with an emphasis on safety, efficiency, and quality.
Performs periodic visual safety inspections of vehicle and equipment, reports vehicle and tool defects and takes them out of service until repairs are made or items replaced.
Demonstrates a comprehensive knowledge of company products and services.
Time Management and Communication Skills
Prioritizes regular workload, special tasks and concurrent projects, allocating time and resources to ensure that work is completed accurately and efficiently within the established time frame.
Must be able to multi-task; work on site visits, compose quotes and lead an installation crew
Demonstrated ability to communicate orally with individuals from within and outside the organization.
Demonstrates crisis/conflict resolution skills.
Ability to self-motivate and take direction from management.
Thrives in a multi-tasking environment and can adjust priorities quickly.
Timely customer communication on installation updates
PHYSICAL DEMANDS & WORK ENVIRONMENT
The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
While performing the duties of this Job, the employee may:
Lift up to 75 lbs. with or without assistance
Climb up to 10 ft with an A-frame ladder
Occasional roof access may be necessary through extension ladders or fixed ladders greater than 20 feet
Extensive walking 3-5 miles / day
Extensive driving 5-6 hours/day
Kneel, squat, bend, push/pull
Move in various positions to accomplish tasks in various environments including tight and confined spaces
Operate motor vehicles or heavy equipment (i.e., forklift)
Operate machinery and/or power tools
Working Conditions
Office facility and customer facilities (including commercial kitchens of various types of businesses)
Exposure to noise, heat, cold, slippery, wet dirty conditions may occur
Travel requirement up to 50% of time
Hours of Work
Normal business hours with occasional/frequent/extended hours as needed
Flexibility with schedule to meet critical deadlines
Normal scheduled hours cover early mornings, evenings and/or weekends
Extended hours may include nights and/or weekends
ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.
As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.
All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.