Technician

PetSafe Brands; West DeLand (FL); On-site; USD 35,000 - 50,000; Full time

Job summary

PetSafe Brands is seeking a Pet Solutions Technician in West DeLand, Florida. This role involves installing Invisible Fence Brand solutions and training pets, ensuring top-notch service at customer homes while following company standards. Candidates should have at least a high school diploma and a year of customer service experience. Professional demeanor and outstanding communication skills are essential.

The technician must maintain equipment, manage customer interactions, and ensure a clean, professional appearance. A valid driver's license is required, along with the ability to travel to customer locations.

Qualifications

• 1 year of customer service experience.
• Valid driver's license with a clear driving record.
• Outstanding verbal, written, and listening communication skills.

Responsibilities

• Install Invisible Fence Brand solutions at customer homes.
• Provide training for pets on the Invisible Fence System.
• Deliver superior customer service and maintain equipment.

Skills

Customer service experience

Communication skills

Driving skills

Problem-solving

Education

High school diploma or equivalent

Job description

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.

Relationships

• 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.

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).