Lead Installation Technician

Job Description

The Lead Installation Technician role includes the initial customer contact, the scheduling and performance of initial site surveys, the development and relay of installation quote from CRM, assisting the scheduling of the actual install, performing the install, completing the install along with all associated activities and progressing the installation opportunity in Microsoft Dynamics 365 CRM throughout its journey. The Lead Installation Technician is expected to work proficiently with branch dispatchers, service managers, outside subcontractors, technicians and other branch leadership personnel to properly execute the installation.

The position has high level expectations on ensuring customer satisfaction and adherence to the organization’s policies including strong mandates on safety.

• Entering and managing installation opportunities in CRM to develop accurate monthly forecasts
• Conducting site installation surveys to collect necessary information for install feasibility and planning the execution in CRM
• Producing scope of works and customer facing installation quotes in CRM
• Working with dispatchers and other branch personnel to schedule installs in Microsoft Field Service adhering to promise dates for customers
• Executing the installation per the scope of work to customer satisfaction and by adhering to safety manuals and programs
• Strong adherence to installation playbook from start to end (machine at customer site to leaving customer site after successful startup)
• Effective management of installation request inbox
• Strong project management skills by managing schedule dates and completion dates in CRM and information relayed to the customer and to other branch leadership personnel
• Proper final pricing updates to CRM opportunities that support branch and organization financial objectives
• Maintains current organization, industry, and equipment knowledge
• Strong communication with customers on overall Hobart Service value propositions for future service products after warranty expires for new machine
• Proper vehicle maintenance and handling of installation material handling equipment
• Adherence to the company’s safe driving policy and other applicable policies including safety
• Other duties as assigned

This position has no direct or indirect supervisory responsibilities.

• High school diploma or GED
• 2 years of formal technical training and at least ten years of related experience
• Equipment installation or similar experience
• PC knowledge and suite of Microsoft applications

• 5+ years of installation experience in commercial equipment
• Mechanical or electrical experience is preferred, but not required
• Associate degree is preferred, but not required
• Experience installing and removing commercial cooking and/or refrigeration equipment is highly desirable
• Prior experience using Microsoft Dynamics 365 CRM

• Position/Location dependent. Industry certification is highly desirable

• Mechanical Aptitude – demonstrates expert mechanical aptitude to operate and troubleshoot equipment. Skilled in use of various tools and equipment (e.g. basic hand tools, reading and following service manuals, gauges, meters, etc.)
• Customer Service - highly professional demeanor with excellent telephone skills and etiquette. Utilizes various interpersonal styles and communication methods to positively assist and influence customers
• Problem Solving - fundamental role in finding ways to address all types of problems by having a good approach to a problem without being ineffective, favoring or causing painful consequences
• Safety at Work - learns to keep the organization safe from different risks by developing a high sense of alertness that detects danger from afar and stops it before it causes risk, danger or injury to themselves or others
• Computer Literacy – Able to use installation CRM tool to proper price installations and manage the branch opportunities. Must keep all opportunities up to date with each month, quarter, and year

• Technical and…