Lead TechnicianJob Code: LDTECHLocation : Stanley Steemer International – BranchAppointing Manager Title : Branch ManagerManager of Appointing Manager Title : General ManagerPrimary purpose of the role (What is the value added by this role, the overall aim, the reason that this role is required) : The Lead Technician will provide exceptional carpet and upholstery cleaning and related services to the customer while following company policies, procedures, and training. The Lead Technician will assist management in conducting morning meetings and crew visits, act as dispatchers, respond to emergency works, and become trained for other supervisory duties. The Lead Technician role will be a stepping stone towards a Technician Development Supervisor role. A successful candidate will possess leadership skills, management experience, and deep industry knowledge.Key Accountabilities (What are the main responsibilities of the role, against which performance is measured)Leadership:· Act as an example and team leader to subordinates by performing all job duties according to company standards.· Assist management in planning and conducting morning meetings.· Provide hands-on training to subordinates and new hires in van set-up, cleaning procedures, application of protectors and deodorizers, cleaning agents, sealers, safety procedures, sales techniques, company policies and procedures, etc.Customer Service:· Complete all jobs assigned and dispatched.· Survey and discuss in detail with customer the work to be completed before work is performed.· Assure the customer’s furniture and carpet is protected as necessary by placing protective pads and blocks after cleaning.· Provide customer with a receipt and secure payment for service.· Inform and recommend to customer additional services as customer may desire, including additional carpet and upholstery cleaning, tile & grout, hardwood floor, and air duct cleaning, water damage restoration service and retail items. · Inform customer of permanent stains, problem areas, or any damage to customer’s property during cleaning.· Respond to courtesy calls with more difficult situations.· Provide quality carpet and upholstery cleaning, tile and grout cleaning, and related services to customers.Compliance: Processes, Policies, and Procedures:· Periodically complete truck inspections as requested by management.· Stock, count, and record inventory as needed or requested by management.· Perform branch opening and closing duties as needed. Responsible for branch keys and alarm codes. · Upon returning to branch, turn in all payments and paperwork to designated person. · Complete necessary paperwork (invoice and truck log) in detail as required by Stanley Steemer International. · Drive Stanley Steemer vehicle in accordance with state laws, speed limits, and Stanley Steemer safety standards. Follow proper vehicle backing procedures. · Set up the job site using the proper set-up procedures. · Responsible for cleanliness and care of Stanley Steemer vehicle. · Perform check-in duties as trucks report back to office. Responsible for cash reported on cash turn-in sheet. Additional Responsibilities: · Continue self-education working towards management position. · Act as dispatcher as needed. · Rotate on-call duties with management and respond to emergency work. · Assure and assist partner in properly securing all equipment in truck at completion of each job.Capability Profile (What capabilities will be required to perform the role)Minimum Qualifications/Skills (indicate intensity & duration)· Ability to lift and/or move up to 50 pounds (Essential)· Ability to stand; sit; walk; use hands; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear (Essential)· Willing to frequently work under fumes or airborne particles and toxic or caustic chemicals environment (Essential)· Sales skills (Essential)· Management skills (Essential)· Excellent verbal and written communication skill (Essential)· Willing to continuously learn and self-improve (Essential)· Product knowledge (Essential)Minimum Experience (indicate depth & breadth)· 1-3 years of industry related experience (Desirable)· Field management experience (Desirable)· Customer service experience (Desirable)ApprovalsAppointing Manager // Name : Branch Manager // Department : Branch OperationsDesignated HR Representative // Name : Jolene Hostal // Department : Human ResourcesManager of Appointing Manager // Name : General Manager // Department : Branch Operations
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