Pet Solutions Technician

Kurgo; New York (NY); On-site; USD 43,000 - 62,000; Full time

Job summary

PetSafe Brands, owner of Invisible Fence Brand, seeks a Pet Solutions Technician to install and service pet solutions at customers' homes. You will train pets, operate installation equipment, and ensure vehicles and gear return to the required standards.

You’ll travel to client sites and provide outstanding customer service while documenting visits and collecting referrals. You will work with the branch via set schedules, maintaining professionalism, and managing notes and payments as part of

Qualifications

• High school diploma or equivalent.
• 1 Year of Customer Service Experience.
• Valid driver’s license, clear driving record and driving skills.
• Outstanding verbal, written and listening communications skills.
• Ability to communicate sales or training requirements with customers accurately.
• Ability to read, write, speak, interpret English and communicate professionally.

Responsibilities

• Install Invisible Fence Brand pet solutions at customer homes daily.
• Setup, operate and maintain all assigned installation equipment.
• Maintain vehicles and equipment in good working order and report issues.
• Provide service for all Invisible Fence Brand solutions.
• Effectively train pets to Invisible Fence Brand solutions.
• Design and confirm solution layouts with customers and provide superior service.
• Return calls to the office regarding customer concerns promptly.
• Solicit referrals and endorsement letters from customers.
• Leave customers’ homes clean and in good condition after service.
• Deliver friendly, professional service including travel times.
• Offer and upsell additional solutions where appropriate.
• Maintain referrals, leads and appointments with every contact.
• Submit required paperwork to management in a timely manner.
• Collect payments prior to leaving the client’s home.
• Report serial numbers of products used during visits.
• Maintain proper inventory and stocking of products for service vehicles.

Skills

Customer service

Verbal communication

Written communication

Driving

Problem solving

Education

High school diploma or equivalent

Tools

Trencher

Job description

At Invisible Fence® Brand we are every bit as passionate about the well‑being of pets today as we were when our founder created the world’s first dog fence. It’s that commitment that keeps us going and growing. It is in the way we continue to pioneer powerful, industry‑changing pet solutions, It is in the way of our ongoing Shelter to Forever Home Program. It is in the way we provide expert care to you and your pet from your neighborhood Invisible Fence® Brand dealer. Most of all, it is our commitment in the worry‑free way you enjoy your pet’s companionship. The way we look at it, nothing could be more revolutionary—or more wag‑worthy—than that! When it comes to improving the lives of pets and their people, it’s never a job. It’s a labor of love.

Summary of Position

Installs and services Invisible Fence® Brand Pet Solutions at customer’s homes using basic machinery, working with and training customers and pets, while following all company standards and procedures.

Responsibilities

• Install Invisible Fence® Brand pet solutions each day.
• Setup, operate and maintain all assigned installation equipment.
• Maintain in good working order and cleanliness of all company vehicles and equipment assigned to Pet Solutions Technician and report to Area Operations Manager (AM), General Operations Manager (GOM) or Assistant Operations Manager (AOM) any issues that require additional maintenance.
• Provide service for all Invisible Fence® Brand solutions.
• Effectively train pets to Invisible Fence® Brand solutions.
• Provide superior customer service by helping design and confirm solution layouts with customer.
• Return calls to the office regarding any customer concerns immediately.
• Solicit and collect customer referrals and endorsement letters.
• Maintain customers’ home by providing a clean and neat installation/service, always leaving the customers’ home in a better condition.
• Consistently deliver friendly, positive and professional service at all times, including travel times to jobs to include professional driving habits.
• Offer and sell additional solutions to consumers.
• Maintain Ambassador status for Invisible Fence® Brand by actively generating referrals, leads and appointments with every customer contact.
• Collect all necessary paperwork and submit to AM, GOM or AOM in a timely manner.
• Collect all payments by submitting to Field Service Specialist (FSS) or through Blue Rover, prior to leave client’s home.
• Report all serial numbers of products used during visits to FSS prior to leaving client’s home.
• Maintain proper inventory and stocking of products for service vehicles.
• Report any issues to customer and AM, GOM or AOM.
• Maintain proper documentation of all notes for customer visits and issues, including entering notes promptly when job concludes.
• Other job duties as assigned.

Accountabilities

• Following Invisible Fence® Brand and PSB company policies, procedures, training manuals, safety rules, operating and maintenance instructions, procedure manuals, diagrams, schedule forms, instructions and sales/service contracts.
• Exceed standard customer satisfaction levels by resolving customer issues by taking personal ownership of the situation and creating a win‑win‑win solution, return customer calls as soon as the message is received, champions timely follow‑up service for the customer, solicits and receives customer referrals and endorsement letters, follows‑up on free battery plans for customers to ensure they are awarded for applicable referrals and always delivers friendly and professional service to all customers.
• Annual certification for Perfect Start™ Plus pet training.
• Submit customer reports and notes to AM, GOM or AOM and submit SGLs, upsells and Google Reviews.
• Report to AM or GOM any vehicle maintenance issue that may require additional maintenance.
• Professional appearance and demeanor.
• Regular and predictable attendance is required.
• Reports directly to the General Operations Manager or Area Operations Manager.
• Works with Customers, IFB FSS to schedule appointments, AMs and GOM/AOM.
• Consistently sets high standards with the Branch associates to develop and enhance customer.

Job Requirements Qualifications

• High school diploma or equivalent.
• 1 Year of Customer Service Experience.
• Valid driver’s license, clear driving record and driving skills.
• Outstanding verbal, written and listening communications skills, including the ability to communicate with all levels of management, staff and customers.
• Ability to perform well under pressure and time constraints and solve practical problems and deal with a variety of variables in situations where only limited standardization exists while maintaining a professional demeanor.
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
• Ability to read, write, speak, interpret English and effectively communicate sales or training requirements with customers accurately.
• Technical abilities necessary to use cellular phones (all electronic devices) for training services and recording notes.
• Ability to sit, stand, and walk on a regular basis.
• The Pet Solutions Technician may occasionally be required to climb, balance, stoop, kneel, crouch or crawl to provide training and technician services.
• Results oriented with a strong sense of ownership and high level of professionalism.
• Well groomed and maintain continued professional appearance and demeanor.
• Work environment for Pet Solutions Technician may include exposure to outside weather conditions; wet and/or humid conditions, extreme cold or heat.
• Pet Solutions Technician will be required to spend time traveling in provided vehicle to customers’ homes and must interact with customers and their pets with a risk of injury from working with pets to include, but not limited to bites, scratches, etc.
• Exceed standard customer satisfaction levels.

Physical Activities

• Lift Carry
• Hand Movement: Simple Grasping, Fine Manipulation, Use of Machinery-CF3000, Steering Wheel, Trencher, Repetitive Hand Motions
• Environment: Exposure to heat, cold, and outdoor settings for 5+ hours per day
• Hours: Must be available to service the customer and take appointments between the hours of 8a-6pm Monday - Saturday, with last appointment availability starting at 6pm on a rotating schedule, 5 day work week including weekends if your rotation shift falls on a weekend.
• Must be available to work 2-3 Saturdays per month (50% Saturdays per month).

To learn more about PetSafe Brands and Invisible Fence® Brand, our history, culture and community involvement, please visit https://petsafebrands.com/

About the Company

PetSafe Brands, formerly known as Radio Systems Corporation, is headquartered in Knoxville, TN. It has been named The Marble City and Scruffy City, names we have embraced for our unique charm. We are the home of 1982 World’s Fair and we boast of 21 craft breweries around the city (click here for the Ale Trail). If you like to hike or camp, visit the Great Smokey Mountain National Park. Take your pick of outdoor activities from walking, tubing, running, or biking in our Urban Wilderness. Knox County has an amazing public‑school system, no state income tax, low property taxes and cost of living. We host Music and Shakespeare on the Square as well as Family Movie Nights on the Square during the summer months in downtown Knoxville. Our Company: PetSafe Brands is the world leader in pet products through our family of brands:PetSafe® Brand, SportDOG® Brand, Invisible Fence® Brand, Kurgo and Premier Pet. PetSafe® Brand makes every product from leashes and harnesses to water fountains and litter boxes. We have an ambitious goal of touching over 21 million pets, people, and communities around the world each year. We serve a broad range of pet owners from providing the hunter the best gear for a successful hunt to accommodating the Not‑So‑Crazy Cat Lady with all the entertaining toys and effective solutions she could ever imagine. We do this by creating a culture of enthusiasm, resilience, adaptability, and teamwork every day in the office. We work hard to be our community’s employer of choice as we all live our purpose: We exist to unleash freedom for pet parents by keeping their pets happy, healthy and safe.