Service Technician

St. Paul Academy and Summit School; Auburn Hills (MI); On-site; USD 42,000 - 66,000; Full time

Job summary

Georgia Spa Company is seeking a dependable, mechanically inclined Service Technician to provide professional diagnostic, repair, maintenance, and technical services for hot tubs, swim spas, saunas, cold plunge systems, and other products supported by Georgia Spa Company.

The Service Technician works primarily in the field at customer homes and is responsible for accurately diagnosing problems, completing repairs efficiently, communicating professionally with customers, maintaining accurate

Responsibilities

• Inspect, diagnose, and repair hot tubs, swim spas, saunas, and related equipment.
• Identify mechanical, electrical, plumbing, and water-care issues.
• Ensure repairs meet manufacturer specifications and company procedures.
• Complete accurate service documentation and on-site reporting.
• Communicate findings clearly to customers and set expectations.
• Support warranty procedures and ongoing technical training.

Job description

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Department: Service / Operations
Reports To: Service Manager / Assistant Service & Valet Manager
Position Type: Full-Time
Location: Georgia Spa Company Outlet & Service Center – Auburn, GA
Travel: Daily travel to customer locations required

Position Summary

Georgia Spa Company is seeking a dependable, mechanically inclined, and customer-focused Service Technician to provide professional diagnostic, repair, maintenance, and technical services for hot tubs, swim spas, saunas, cold plunge systems, and other products supported by Georgia Spa Company.

The Service Technician works primarily in the field at customer homes and is responsible for accurately diagnosing problems, completing repairs efficiently, communicating professionally with customers, maintaining accurate service documentation, and providing an exceptional customer experience.

Because Service Technicians work independently for much of the day, this position requires a high level of responsibility, accountability, organization, time management, and good judgment.

The goal of every service appointment is to diagnose the problem accurately, complete the repair correctly, minimize unnecessary return trips, and leave the customer confident that Georgia Spa Company took care of them.

Key Responsibilities

Diagnosis & Repair

Inspect, diagnose, troubleshoot, maintain, and repair hot tubs, swim spas, saunas, cold plunge systems, and other products serviced by Georgia Spa Company.

Diagnose mechanical, electrical, plumbing, water-care, and equipment-related problems.

Perform repairs according to manufacturer specifications and company procedures.

Replace pumps, heaters, control systems, circuit boards, sensors, plumbing components, jets, covers, and other components as required.

Identify the root cause of customer concerns rather than simply addressing symptoms.

Test equipment after repairs to verify proper operation.

Complete repairs correctly and efficiently with a focus on first-time completion.

Identify additional maintenance or repair needs while on site.

Communicate complex or unusual technical problems to Service Management when assistance is needed.

Follow manufacturer warranty procedures when performing warranty repairs.

Participate in ongoing technical and manufacturer training.

Customer Service

Service Technicians represent Georgia Spa Company inside and around our customers' homes and are expected to provide exceptional customer service at every appointment.

Responsibilities include:

Greet customers professionally.

Listen carefully to customer concerns.

Explain findings and recommended repairs in a clear and understandable manner.

Set appropriate expectations regarding repairs, parts, and next steps.

Treat customers, their homes, and their property with respect.

Maintain a professional appearance and attitude.

Answer reasonable customer questions regarding product operation and maintenance.

Educate customers on proper product care when appropriate.

Avoid making commitments regarding pricing, warranty coverage, scheduling, or repairs outside of established authority.

Communicate customer concerns promptly to the Service Coordinator or management.

Notify the appropriate team when additional follow-up is required.

Maintain customer confidentiality and professionalism.

First-Time Completion & Return Trips

Service Technicians are expected to make every reasonable effort to complete repairs during the initial appointment.

This includes:

Reviewing assigned work orders before arriving at the customer's home.

Ensuring commonly required parts, tools, and equipment are available on the service vehicle.

Performing thorough diagnostics before determining additional work is required.

Contacting Service Management for technical assistance when appropriate.

Clearly documenting why a job cannot be completed during the initial visit.

Identifying all required parts before requesting a return appointment whenever possible.

Avoiding preventable return trips caused by incomplete diagnosis, missing standard vehicle inventory, insufficient documentation, or failure to complete available work.

Learning from repeat service calls and applying that knowledge to future appointments.

Water Care

Test and evaluate hot tub and swim spa water chemistry.

Identify water-balance issues that may contribute to equipment problems.

Explain basic water-care recommendations to customers.

Recommend appropriate chemicals and water-care products when necessary.

Follow company procedures regarding water testing and treatment.

Identify conditions that could damage equipment or affect warranty coverage.

Maintain working knowledge of company water-care products and procedures.

Parts & Product Recommendations

Service Technicians should identify legitimate customer needs while providing service.

Responsibilities include:

Recommend appropriate replacement parts when required.

Identify worn or failing components.

Recommend chemicals, filters, covers, accessories, or maintenance products when appropriate.

Educate customers regarding replacement or upgrade options.

Accurately document recommended products or additional work.

Never pressure customers into unnecessary purchases.

Follow company procedures for pricing, authorization, and collection of customer charges.

Recommendations should always be based on customer need and product condition.

Work Orders & Documentation

Accurate same-day documentation is an essential responsibility of the Service Technician.

Technicians will:

Review assigned work orders before appointments.

Verify customer and product information.

Record all parts and materials used.

Document customer conversations when relevant.

Record model and serial numbers when required.

Take photographs when required for warranty or documentation purposes.

Clearly document additional work or parts required.

Complete required warranty documentation.

Obtain required customer acknowledgments or signatures.

Complete and submit service documentation the same day the work is performed.

Ensure the Service Coordinator has sufficient information to schedule follow-up work without having to determine what happened during the original appointment.

If a job is not complete, the work order must clearly explain why and what needs to happen next.

Scheduling & Daily Route Responsibilities

Review the assigned daily schedule before departing.

Arrive at appointments within established service windows.

Follow assigned geographic routes and zones.

Communicate unexpected delays promptly.

Contact the Service Coordinator when schedule changes are necessary.

Manage time effectively throughout the workday.

Avoid unnecessary stops or delays between appointments.

Complete assigned appointments whenever reasonably possible.

Communicate immediately when an appointment will not be completed as scheduled.

Be flexible when emergency or priority service calls require schedule adjustments.

Vehicle Responsibilities

Service Technicians are responsible for the condition, organization, and appropriate use of their assigned company vehicle.

Responsibilities include:

Maintain a clean and organized service vehicle.

Perform required vehicle inspections.

Report mechanical, tire, safety, or maintenance concerns promptly.

Follow company vehicle and safe-driving policies.

Operate company vehicles safely and professionally.

Maintain required driver's license and acceptable driving status.

Protect company vehicles from unnecessary damage.

Keep the vehicle presentable as a representation of Georgia Spa Company.

Immediately report accidents, citations, damage, or other vehicle incidents according to company policy.

Vehicle Parts Inventory

Maintain established standard parts inventory on the assigned service vehicle.

Keep parts organized and protected.

Track parts used on customer jobs accurately.

Replenish standard vehicle stock according to company procedures.

Return unused or defective parts as required.

Assist with physical inventory counts.

Identify inventory discrepancies promptly.

Avoid unnecessary parts waste.

Ensure commonly required parts are available to support first-time completion.