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Customer Care Field Technician - Giles Industries in New Tazewell, TN in 405 S. BROAD ST ,NEW TAZEWELL,TN at Clayton Home Building Group

Date Posted: 3/23/2019

Job Snapshot

Job Description

Customer Care Field Technician - Giles Industries in New Tazewell, TN

Position Summary:

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.

Essential Duties / Responsibilities:


  • 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, requests 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 Home 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
  • Extensive travel and overnight stay required

​Minimum Qualifications:

  • ​​​Minimum 5 years' experience in the manufactured home building industry or similar, preferred
  • Computer literate a plus, successfully learn programs necessary to complete 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
  • Good driving record required, must be able to pass criminal background check and have a clear Motor Vehicle Record

NEW TAZEWELL, Tennessee, 37825
United States

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