Work assignments are received from the Residential Installation Manager. Any problems, questions, or issues will be referred to the Residential Installation Manager for clarification or resolution.
Residential installers have specific responsibilities in the areas of record keeping for customer billing, maintaining vehicles and equipment, product education and training, safety training, housekeeping at the warehouse and shop, job-site housekeeping, and miscellaneous duties as required by the Residential Installation Manager.
Residential installers are the first line of support for customers and are expected to maintain a neat and clean appearance and to treat all customers with decency and respect at all times, regardless of the customer’s mood or disposition.
Primary Job Functions:
- Reviewing Work Order information for accuracy and completeness before departing for job.
- Ensuring truck is fueled, serviced, and ready for operation prior to beginning of workday. Regularly handing in fuel receipts. Washing truck prior to start of work on Monday of each week.
- Ensuring truck is restocked with appropriate material, parts, and tools daily.
- Notifying supervisor of any required vehicle repairs in writing.
- Reading instruction manuals for all products installed in a service environment before attempting to install.
- Learning the basics of track alignment, track adjustment, horizontal leveling with slight raise, adequate back hangs, operator arm and photo eye setting.
- Verifying address at customer location.
- Installing door and associated system components as indicated on work order.
- Checking adjustment on all operators.
- Checking for proper door installation and clearances.
- Checking for appropriate UL 325 operator reversing operation and properly documenting any deficiencies.
- Checking all set screws, rollers, cables and balance, horizontal and vertical track settings.
- Checking balance on doors with operator disconnected.
- Oiling and lubricating all rollers and springs with proper motor oil (not “WD-40”).
- Placing appropriate stickers on doors and operators.
- Cleaning up all trash from job site.
- Removing all hand prints from door.
- Leaving notification if anything is wrong (i.e. – bad operator, etc.).
- Leaving warranties and instruction manuals with customer.
- Explaining how door and operator works if customer is present.
- Responding to customer questions in a truthful and pleasant manner.
- Immediately notifying Residential Installation Manager of any injuries sustained while on the job.
- Consulting with Residential Installation Manager to determine if any injury requires mandatory drug testing and reporting to test facility if required.
- Accurately recording all Work Order site information, installation comments (headroom or other problems).
- Accurately recording date and key number for each job.
- Accurately recording all material used.
- Noting what actions need to be taken if the job cannot be finished or is not completed.
- Ensuring job site is safe and all materials are out of the way upon completion.
- Holding and maintaining a valid driver’s license.
Secondary Job Functions:
- Ensuring shop and warehouse space is clean and aisles are free from obstructions.
- Returning extra material to its appropriate place in warehouse.
- Refraining from smoking in warehouse, shop, or company vehicle not permanently assigned to installer.
- Placing trash in proper containers.
- Ensuring doors and gates are closed when leaving.
- Observing all posted speed limits, using seatbelts at all times, and using professional driving techniques whenever operating company vehicle.
- Assisting in unloading of trucks when requested to do so by Residential Installation Manager.
- Performing a variety of secondary support tasks as requested by the Residential Installation Manager.
- Attending and participating in all required and requested safety meetings and training sessions.
- Watching designated training videos when requested.
- Learning to identify specific brands of doors and operators.
- Learning basic door and operator maintenance skills and reviewing new products when appropriate.
- Becoming familiar with First Aid and medical emergency techniques.
- Treating fellow employees with honesty, courtesy and respect.
Services and Products Supplied:
- Installation services to customers upon request.
- Assistance and support to other technicians as requested.
- Point of contact for questions from builders and customers.
- Source of data for customer billing purposes.
- Source of data for payroll purposes.
- Source of data for safety and accident reporting information.
- Provider of first aid when required.
- Assistance and support to warehouse and shop personnel when requested.
- Source of data for truck maintenance and operation expenses and service.
Frequently Used Tools and Resources:
- Telephone – land line and cellular.
- Electronic pager.
- Voice mail.
- Typical assortment of mechanical tools and devices.
- Typical assortment of common power tools such as impact wrench, circular saw, and drill.
Targets and Performance:
- Must accurately fill out call data on work order within 30 minutes of leaving the job site.
- Must be able to lift and carry up to 80 pounds for a distance of up to 50 feet.
- Must be able to climb and work off of a 12’ high stepladder.
- Must wash truck by start of work day Monday of each week.
- Must turn in pay books on Monday morning.
- Must report any job-related injuries within 1 hour.
- Must re-stock truck daily.
- Must check oil on truck when refueling.
- Must secure loads with 3 ropes.
- Must give notice to Service Manager for any needed truck repairs within 24 hours.
- Must turn in fuels receipts daily.
- In case of on-the-job accident, must report for drug testing within 8 hours.
- Key Performance Measurements
- Attendance and tardiness
- Customer satisfaction
- Installation skills proficiency
- Rate of Callbacks
- Safety record and commitment to safety
- Rapport and attitude with fellow employees
- Meeting production goals
- Appropriate level of communication with managers and office personnel
Internal Suppliers and Customers:
- Daily contact with Residential Installation Manager.
- Daily contact with Customer Service Agents.
- Daily contact with other Residential installers.
- Regular contact with Finance Manager for payroll and accounting purposes.
- Regular contact with warehouse personnel.
- Periodic contact with Safety Manager.
- Periodic contact with Owner.
External Suppliers and Customers:
- Daily contact with residential customers.
- Periodic contact with vehicle service providers.
- Regular contact with fuel providers.
- Periodic contact with drug screening facilities.
Implications and Risks:
- Incorrect or faulty installation will have a negative impact on customer satisfaction and company profitability.
- Inefficient or wasteful amount of time spent on a job will negatively impact productivity objectives.
- Disregard for safety rules can result in injury to an employee or customer.
- Improperly maintaining tools and equipment can result in personal injury.
- Inaccurately or illegibly recording customer data will result in inefficiency and extra work for several employees.
- Failure to treat customers with decency and respect will negatively impact Company image and may result in lost business and referrals.
- Failure to maintain a clean and professional image will negatively impact Company image.
- Failure to properly maintain vehicle will result in potential lost time and extra cost to repair.
- Failure to observe posted speed limits and professional driving techniques will result in negative impact on company image.
- Failure to ensure truck is appropriately stocked with material will result in lost time and inefficiency.
- Failure to notify Residential Installation Manager of vehicle maintenance requirements will result in unnecessary expense and inefficiency.
- Failure to maintain proficiency in product knowledge will result in lost time, efficiency, and customer satisfaction.
- Failure to attend required safety training will result in increased risk for the technician and other employees and customers.
- Failure to maintain an insurable driving record may result in loss of company driving privileges and/or termination.
- Failure to respond to Residential installation Manager or office personnel requests for call-in in a timely manner will result in confusion, inefficiency, and loss of customer satisfaction.
TERMS AND CONDITIONS
Working Terms and Conditions (may include, but not be limited to the following):
- A Residential Installer will report to company offices each morning to receive the days work orders and any other pertinent information from the Residential Installation Manager, unless otherwise notified by Residential Installation Manager.
- A Residential installer will spend most of the day either at customer job sites or in a vehicle in transit between jobs.
- The work environment is often dusty, dirty, with potential safety risks.
- The work environment often includes harsh conditions of extreme heat and cold.
- Residential installation jobs can involve areas of extreme clutter and hazardous footing.
- The work environment includes the risk of falling objects, eye injuries, fire, cuts from sharp objects and edges, electrical shock, lifting of heavy objects, and traffic accidents.
- The work environment is often oily and greasy.
- Some jobs will require coordination and interaction with a co-worker.
- Must posses a current valid (Your State) driver’s license.
- Must be able to pass a standard drug test.
- Must have good mechanical aptitude and demonstrated ability to understand and work with common power tools.
- Must be able to lift up to 80 pounds and carry for a distance of up to 50 feet.
- Must be able to read and write legibly and accurately.
- Must be able to communicate over a telephone – landline and cellular.
- Must be able to operate a pager.
- Must be able to communicate in English.
- Must have good eyesight or wear corrective lenses (glasses or contacts).
- Must be able to walk and carry items on uneven ground.
- Must be able to climb and work from a 12’ stepladder.
- Must be able to safely drive a pick-up truck during the day, at night, and in inclement weather conditions.
- Must be able to work in extreme heat and cold.
- Must be able to work in a dirty, dusty, oily environment.
- Must have manual dexterity in both hands, which allows the use of a hand tool.
- Must have basic arithmetic skills to allow basic addition and subtraction.
- Must have neat appearance.
- Ability to understand and take direction from superiors.
- Ability to handle and schedule multiple tasks within a day.
- Good reasoning ability to understand and determine failure mechanisms.
- Ability to work with others in a positive and productive manner.
- Ability to remember and follow through with regularly occurring tasks.
- Ability to treat customers with decency and respect and to control personal emotions in confrontational situations.
- Ability to handle stress in a reasonable and effective manner.
- Ability to maintain a positive outlook and attitude.