Customer Care Field Technician - Albany, OR in 2445 PACIFIC BLVD.,SW ,ALBANY,OR at Clayton Home Building Group

Date Posted: 10/23/2019

Job Snapshot

Job Description

Customer Care Field Technician - Albany, OR

Clayton Homes, a BerkshireHathaway company and the nation's leading housing provider, is a verticallyintegrated housing company that builds, sells, and insures affordable housing.Our commitment to creating a World Class Customer Experience is unparalleled inthe housing industry and we believe it begins with a World Class Team MemberExperience. From entry-level to more experienced positions, we're activelyrecruiting individuals who are passionate, positive, and eager to learn. Wethen equip you for success, whether you're in the office, in the field, or onthe floor. As a member of our team you'll enjoy excellent benefits,opportunities for growth, and an encouraging culture that supports work / lifebalance.

The Home Building Group is actively searching for a Customer Care Field Technician tojoin the team at our Albany, OR facility.

Reports To: Customer Care Manager

The Customer Care Field Technician is responsible for delivering the desired customer service experience as represented by the customer care philosophy. The goal is to effectively make warranty, courtesy or service repairs that meet or exceed the expectations of our customers.

Minimum Qualifications:

  • Minimum of five years of experience in the manufactured home building industry or similar, preferred.
  • Computer literate a plus.  Successfully learn the programs necessary to complete all job responsibilities.
  • Proven phone and interpersonal skills. Ability to communicate clearly and positively at all levels, including internal and external customers, peers, managers, and the home office. 
  • Proven ability to diagnose problems and determine the proper solution as designed by the DAPIA.
  • Good driving record (Criminal Background Checks / Motor Vehicle Records checks will be performed), required.

Essential Duties and Responsibilities are as follows.  Other duties may be assigned.

  • Providing reliable and trustworthy service and customer support during customer home visits.
  • Effectively schedule and manage all on-site inspections, repairs, maintenance and testing tasks.
  • Diagnosing error or technical problems and determining proper solutions.
  • Ability to read blueprints or technical diagrams as provided by the engineering team.
  • Experience with all hand tools, power tools and diagnostic tools.
  • Ensure that all work orders, request for service, and parts forms are properly detailed with required information.
  • Provide polite, ethical, and knowledgeable communication to all customers (home owners, retail team members, facility team members, and the home office support team).
  • Cooperate with customer care support staff and share information with the production team to improve the quality of our homes.
  • Ensure and promote the satisfaction of our customers through exceptional attention to detail, thorough communication, knowledge of our homes and all components, demonstrate a sense of urgency, and a desire to provide excellent customer service.
  • Provide support, knowledge, and input into the Net Promoter Score (NPS) process.
  • Build positive relationships with all customers.
  • Adhere to and support all Clayton Homes Building Group policies and procedures.
  • Operate vehicle in a safe manner and use field automation systems.
  • Work with local, state, and federal inspectors to assure our homes are built to the proper codes as described in 24 CFR Part 3280 and our DAPIA.
  • Follow all federal processes and requirements of the DOT Federal Motor
  • Carrier Safety regulations.
  • Ability to work flexible shifts and to adapt to changing work schedules.  Ability to be away from home for several days at a time.

Compensation: Starting at $20/hr based on prior experience.

ALBANY, Oregon, 97321
United States

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