Service Technician - Pigott, Inc.

Position Purpose:

The Service Technician understands and is able to diagnose and repair furniture-related mechanical problems. Responsibilities include communicating with customers (internal & external), scheduling and dispatching to solve problems, delivering and demonstrating product-related items, shipping and receiving parts for jobs and repairing of warranty and non-warranty furniture-related items, creation of purchase orders and ordering parts for customer's furniture. To produce service incident invoices, including labor costing and the parts needed. Tracking all incidents/orders that are dispatched for jobs and making sure they get completed and billed out. Be able to use the websites of numerous manufacturers to diagnose problems and order necessary items for customers. Tracking jobs to make sure jobs are completed and the customer is satisfied.

Core Values

• Do the right thing.

We operate with honesty and integrity and are passionate about doing the right thing for our team members, our clients, our vendor partners, and our community.

• Create exceptional experiences.

We go the extra mile to create exceptional experiences for all while cultivating a culture that brings out the best in each member of our organization.

• Choose our voice.

We encourage Pigott team members to choose to see what's possible, not what's in our way while practicing gratitude and kindness to all.

• Lead the way.

We empower people to lead and encourage a culture of ownership and accountability. We bring knowledge and expertise to anticipate, guide, and solve.

Possible Growth Opportunities:

• Service Manager
• Commercial Furniture Lead Installer
• Installation Manager

Key Accountabilities:

• Process and manage service warranty and repair incidents
• Work with the client services department to quote, invoice, and/or gain approval for parts and labor reimbursements
• Perform warehouse duties as assigned (rec/prep/kit/ship/product return/demos/storage/cleaning/organization/stocking)

Daily Tasks:

• Diagnose and repair furniture-related mechanical problems.
• Process service & warranty requests and communicates to customers as necessary.
• Deliver products and demonstrate features of the products.
• Ship and receive service and warranty repair parts.
• Create purchase orders and order parts for service incidents.
• Produce service incident invoices, including labor costing and parts needed.
• Track incidents and orders that are dispatched for jobs.
• Problem-solve and conduct research with manufacturers to diagnose issues with products.
• Maintain an understanding and identification of manufacturer's products.

Additional Tasks May Include, But Not Limited To:

• Clean and maintain the warehouse and fleet
• Assist with preparation for upcoming projects.
• Assist and back up warehouse technicians.

Corporate Accountabilities & Performance Expectations:

• Provide prompt, courteous, and exemplary service to all customers, both external and internal, following the corporate vision & and core values of Pigott.
• Demonstrate courtesy and professionalism, consistently providing a timely response to every customer service inquiry.
• Support Pigott's commitment to quality by developing and maintaining position-specific procedures, process instructions, and/or forms to better serve the company and customers as necessary.
• Attend work regularly.
• Adhere to all guidelines as outlined in the Pigott Team Member Handbook.
• Accept responsibility for personal and professional development.
• Perform additional responsibilities at the request of the manager or the Pigott Leadership team.
• Show cooperation and teamwork in accomplishing the department's goals.
• Adhere to Pigott corporate branding standards.
• Maintain confidentiality of business operations on behalf of Pigott and all clients.

Position Requirements:

• High school diploma or general education degree (GED) preferred, but not required.
• Must possess a valid driver's license and meet requirements on company vehicle insurance.
• Experience with Microsoft products, specifically Excel, Word, Outlook, and Teams.
• Strong math, writing, and reading skills needed.
• Minimum 1 YEAR related experience in a service environment; or any equivalent combination of acceptable training, education, and experience.
• 2 Years of customer service experience required.

Position Demands

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Work often requires moderate physical effort and the use of motor skills requiring manual dexterity. While performing duties of this job, the employee will regularly sit, stand, walk, stoop, kneel, and crouch. Team members may lift, lower, and carry products up to a maximum of 64 pounds by hand. Require physical effort associated with using the personal computer. Must be able to read and hear verbal instructions or through a headset.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job the employee may operate basic warehouse equipment. Using proper safety procedures will eliminate any potential hazards. The noise level in the work environment is usually moderate.

Additional Information

Pigott, Inc. is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Company will consider reasonable accommodations for qualified individuals with disabilities and encourage prospective team members and incumbents to discuss potential accommodations with the Company.