Summary of Position: Installs and services Invisible Fence® Brand Pet Solutions at customer’s homes using basic machinery, working with, and training customers and pets following all company standards and procedures.

Job Responsibilities:

• Install assigned Invisible Fence® Brand pet solutions each day.
• Setup, operate and maintain all assigned installation equipment.
• Maintain in good working order and cleanliness of all company vehicles and equipment assigned to Field Technician and report to management any issues that require additional maintenance.
• Provide service for all Invisible Fence® Brand solutions.
• Effectively train pets to Invisible Fence® Brand solutions.

Provide superior customer service by:

o   Helping design and confirm solution layouts with customer

o   Return calls to the office regarding any customer concerns immediately.

o   Solicit and collect customer referrals and endorsement letters.

o   Maintain customers’ home by providing a clean and neat installation/service and always cleaning up any messes that are made during the work being provided.

o   Consistently deliver friendly, positive and professional service at all times including travel times to jobs to include professional driving habits.

o   Offer and sell additional solutions to consumers.

• Collect all necessary paperwork and payments for all appropriate work and submit to GM in a timely manner.
• Maintain proper inventory and stocking of products for service vehicles.

Skill requirements:

• A high level of professionalism
• Ability to solve problems and perform well under pressure and time constraints
• Ability to read, write, and speak English and to be able to effectively communicate sales or service agreements with customer’s in an accurate manner
• Emotional stability
• Excellent communication skills, with special emphasis on effective listening
• Well-groomed and maintain continued professional appearance and demeanor
• Must maintain prompt and consistent attendance to include arrival times for work on job assignments
• Understand customer base, competition and market dynamics
• Exceed standard customer satisfaction level.

o   Personal Accountability – The obligation and commitment to be responsible for one’s actions and results.  See it!  Own it!  Solve it! Do it!  Field Technician’s will take authority over company resources to include proper use of resources and their actions utilizing these resources; i.e., driving skills, inventory accountability

o   Leadership – The Field Technician will take on a personal leadership role and work with fellow associates to achieve and surpass goals and objectives

o   Effective Thinking – The ability to identify relationships or connections between situations that are not obviously related, and to identify key or underlying issues in complex situations

o   Communication – The ability to accurately hear and understand thoughts, feelings and concerns of others that are expressed verbally or behaviorally and in writing; to respond with understanding and to take constructive action

o   Customer Service Orientation – A genuine commitment to serve customers by focusing one’s efforts on discovering and meeting the customer’s needs for the good of the business. Customers may be broadly defined, including store customer, telephone contact, web contact, vendors or internal customers

o   Positive Mental Attitude – The customer experience’s success depends on our ability to professionally manage your attitude at all times by understanding our Brand culture and link actions, decisions and priorities to accomplish our goals

o   Business Knowledge – Understanding and using corporate business functions, tools, information, products and resources.  It is possessing and applying business skills in the areas of sales, professionalism, customer service, marketing, and informational services

• Field Technicians promote an excellent experience through quality and timely interaction from entry point and ongoing, seeking out opportunities to interact and build brand value in order to create life-long customers. Their goal is to live up to our customers’ expectations, seeking out ways to amaze and satisfy the customer, both at the time of the sale and thereafter
• Field Technicians are encouraged to devote the necessary time in order to develop and provide continual improvement for their position and in growing their overall knowledge level of the business and assist in helping to provide a positive work environment that carries over to all customer interactions
• Field Technicians will strive to see the bigger picture and fully understand how their interactions, responses and actions can affect a positive customer experience. Technicians will utilize effective conflict management processes for any customer complaints
• Field Technicians are encouraged to learn the requirements of other positions within the dealership in order to help provide relief in other areas if called upon to do so making themselves more valuable as a resource to the dealership

CUSTOMER EXPERIENCE:

• Field Technicians are expected to display and encourage the following competencies in order to foster superior performance and to promote a high degree of Customer Experience satisfaction by enhancing the competencies in themselves by helping to create a Win-Win-Win environment.

o   Integrity – The degree to which a person acts in accordance with the company’s expressed principles, values and Code of Conduct

• Always protect our Company’s excellent reputation in all my actions, both in and out of the workplace. Examples may include responsible driving while operating a company vehicle, respecting customer’s properties and their time commitments.
• Not engage in any form of discrimination or harassment, sexual or other, and never participate in any conversation or behavior that could be interpreted as threatening.
• Protect the merchandise, property, equipment and all other assets of the Company to which has been assigned to me and will immediately communicate to management any situation in which I believe company assets have been or may be jeopardized.
• Never communicate to any person, firm or corporation any Invisible Fence® Brand proprietary information and will, at all times, protect all information considered by the Company to be proprietary.
• Never remove Company money, merchandise, equipment, client information of any kind, or property from Company premises without prior management authorization.
• Never report to work, perform the duties of my job or be on Company property while under the influence of alcohol, an illegal substance or any substance deemed inappropriate for the work place environment by the Company.
• Cooperate fully and truthfully with all investigations deemed appropriate by the Company.

ACCOUNTABILITIES: 

• Must have ability to read and interpret documents such as training manuals, safety rules, operating and maintenance instructions, procedure manuals and sales/service contracts.
• Must have a valid Ontario driver’s license with good driving record and skills.
• Must have technical abilities necessary to use cellular phone devices or other electronic devices required to complete service and installations and to efficiently record any necessary notes that may be necessary to report about the installation/service performed for future reference as necessary.
• Ability to effectively communicate with customers, co-workers, and managers.
• Ability to calculate figures and amounts such as circumferences and linear feet, calculate invoices and apply applicable tax percentages to for service fees, add-on sales and upgrades.
• Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists while maintaining a professional demeanor. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Ability to sit, stand, walk and requires the use of hands and arms. Technician may occasionally be required to climb, balance, stoop, kneel, crouch or crawl to provide service and installation services.  The technician is regularly required to lift up to 100 pounds and handle machines weighing up to 300 pounds of varying terrain.  Technician must use a variety of different mechanical and hand tools as required.  Technician must have passed driver’s license vision test.
• Work environment for Technician’s may include exposure to outside weather conditions; wet and/or humid conditions, extreme cold or heat. The noise level in the work environment is usually moderate to loud.  Technician will be required to spend time traveling in provided vehicle to customers’ homes and must interact with customers and their pets.  There is a risk of injury from working with pets to include but not limited to bites, scratches, etc.  While performing the position requirements, the Technician is regularly exposed to moving mechanical parts and occasionally exposed to precarious places and/or the risk of electrical shock.
• Technician must maintain a valid driver’s license, utilize effective driving skills, follow all federal, provincial and local laws and report any incidents immediately to police and the GM. Additionally, at no time is company vehicles to be used for personal use.
• Must comply with HPS procedures, rules, and policies.