Fireplace Service Technician

Job Details

Level
:
Experienced

Job Shift
:
Open Availability (including weekends)

Position Summary

This position installs, repairs, and maintains gas, wood, and pellet stoves and fireplaces for all customers. Fireplace service technician works independently at all job sites to ensure install or repair completion and customer satisfaction.

• Self-manage the following on all job sites: installation, service, repair, maintenance, and testing tasks as required.
• Unload and load materials and equipment on/off trucks and in/out of job sites on a regular basis. These products include but are not limited to the following: pellet, gas, and wood freestanding and insert units.
• Communicate in detail with Service Coordinators and Hearth Category Management.
• Possess ability to troubleshoot, test, repair, and service fireplace equipment and demonstrate expert understanding of volt meters, gas pressure testing, and diagnostic computers.
• Diagnose errors or technical problems with products in an efficient and timely manner to insure “One Visit One Fix” goal: establish 90% service success rate without requiring a “Go Back Service Call.”
• Use mechanical assistance when physical methods are not practical or request and schedule assistance through the service coordinator.
• Safely climb and work off ladders.
• Must acquire and maintain NFI Specialist Certification in pellet, wood, and gas.
• Possess complete understanding of all manufacturers’ install requirements and venting clearances.
• Follow company field procedures and protocols at all times.
• Understand and comprehend company policy on warranty, trip charge, and chargeable service calls and maintain the ability to completely tally a service ticket and insure all charges due are collected at the time of service.
• Provide daily detailed service reports.
• Maintain service parts inventory in storage room, warehouse, and truck at all times. Communicate parts requirements in a timely manner to Service Coordinator and Category Manager to ensure order fulfillment.
• Build positive relationships with customers at all times.
• Operate company vehicle in a safe manner at all times. Technicians must not use hand‑held cell phone at any time; pull over to make calls.
• Track and organize vehicle maintenance as needed and required.
• Perform other duties as assigned.

• Knowledge and understanding of the use of dollies and mechanical fireplace moving equipment is required.
• Must be familiar with all ladder safety requirements.
• Must maintain a valid driving license.
• Provide Company with Maryland Driving Record at any time it is requested.
• Must have reliable transportation.
• Maintain Factory Training Certifications and attend classes as needed.
• Demonstrate willingness to submit to Drug and Alcohol testing as needed and when requested by senior management or Human Resources.
• Fireplace Technician will be held accountable to daily, weekly, and monthly reporting covering hours worked, service revenue collected, both warranty and chargeable. In addition, Fireplace Technician will be held accountable for the rate and % of go‑backs on service issues.

Work Requirements Pertaining to Seasonality:

Physical Requirements

• Walking;
  Frequent;
  Flat surfaces from point to point
• Standing;
  Constant;
  All work performed on feet
• Sitting;
  None
• Stooping;
  Frequent;
  To pick up cartons at floor level
• Reaching;
  Frequent;
  To a height of 6 feet
• Lifting;
  Frequent;
  Up to 60 lbs., up to 500 repetitions per hour to a height of 4 feet (top of register); must be able to lift up to 25 pounds comfortably
• Hand Dexterity;
  Frequent;
  Must be able to use at least one hand to operate register and complete paperwork
• Pushing / Pulling;
  Frequent;
  Move hand jacks from place to place
• Carrying;
  Frequent;
  Up to 50 lbs., up to 10 feet, occasionally more
• Climbing;
  Infrequent;
  Stairs in storage rooms; ladders
• Vision;
  Constant;
  Read labels, recognize boxes, safety in working
• Hearing;
  Constant;
  Safety signals