Roofing Service Technician

Overview

This position is located in Georgetown, Delaware.

Roofing Service Technician

G Fedale is a trusted partner dedicated to excellence in every aspect of our work. We are one of the fastest growing roofing and siding companies in the tri-state area. We have been repeatedly voted as a top workplace in Delaware. With a legacy spanning 18 years, we have established ourselves as a leader in the industry, serving residential and commercial clients with top-quality craftsmanship, exceptional customer service and unwavering integrity.

The Service Technician completes service requests initiated by customers. They compose and propose appropriate sales and upsales to customers and potential customers.

• Responds to service requests from the Service Scheduler on smaller or less complex projects. Reviews service work orders, clarifies any questions or concerns, understands in advance how the visit is to be billed, and then arranges to visit the customer.
• Meets with the customers to assess the situation. Visits the service site, meets with the customer, reviews the reason for their call, inspects the area of concern, and determines a course of action to resolve this issue.
• Gains agreement with the customer on how to proceed. Confirms with the customer the work to be done, if payment is expected, and when payment is to be made. Begins repairs on projects estimated to cost $2,000 or less, referring repairs over $2,000 to the Sales Schedulers for follow up by an Estimator.
• Orders materials when necessary. Ensures their truck has sufficient materials to cover most repairs before leaving the shop. Secures the required material to make the repair if not already available on the truck.
• Completes all service calls to company standards and to the satisfaction of the customer. Finishes all repair work within the projected time and ensures that it meets the company’s workmanship standards and the customer’s expectations.
• Thanks the customer for the opportunity to be of service. Recognizes that the customer has many options available for repair work and shows appreciation for their selection of the company to provide repair services.
• Secures payment when appropriate. Requests pre-arranged payment by check. Connects the customer with the Billing Specialist if paying by e-check or credit card.
• Closes out the work order. Informs the Service Scheduler that the work has been completed. Identifies and reports any issues that were encountered outside of expectations.
• Provides feedback to the Sales, Marketing, and Production Departments. Suggests potential revenue opportunities or improvements to help the company grow.
• Seeks to improve productivity and results on a daily basis.
• Follows all company safety rules and operating procedures, practices and guidelines.
• Completes other tasks as assigned by Management.

• A high school degree. Additional training or coursework in construction skills, estimating, and/or customer service is a plus.
• 5+ years of experience in the home building, remodeling, or renovation markets as a skilled tradesman, independent contractor, or project manager.
• A demonstrated ability to understand and work with contracts that provide for construction services or financing for construction services.
• A basic understanding of home insurance and how home insurance claims are processed.
• Strong 4-function math skills: addition, subtraction, multiplication, and division.
• Demonstrated computer skills using a service-oriented CRM system, including mobile access.
• Excellent customer service skills, including the ability to keep calm and be clear with challenging customers, staff, and vendors.
• The perseverance to keep pursuing solutions even when customers, staff, or vendors are not cooperative.
• Strong oral and written communications skills when interacting with customers, staff, management, or vendors.
• Strong abilities to multi-task, prioritize activities, and react quickly to changing information.
• A valid driver’s license with no restrictions on driving for company-related business.
• A clean, reliable, and insured personal vehicle to ensure a prompt start to the working day.
• Desirable…