Drain Technician

Job Description

Job Description

Overview

This Drain Technician Job Description serves as a guide to assist Drain Tech employees understand the expectations for working at Joseph L. Balkan aka Balkan Sewer & Water Main Service (“Company”). The ideal candidate will be an ambitious, self-starter who is outgoing and likes solving people’s problems. Working as a team player with Team Balkan the Drain Technician will show up on-time, communicate well, present him/herself well, and be able to listen to and understand each unique problem they hear from a customer. Successful people at Balkan look forward to presenting an accurate quote from NYC's largest and most trusted provider and helping customers understand what makes Balkan their best choice. As a successful team player, a Drain Technician who meets the following responsibilities while working at Balkan will see substantial growth opportunities, both personally and professionally.

Responsibilities

Perform in all aspects of Drain Technician work, including but not limited to:

• Respond accordingly to all emails and phone calls (within the hour in most cases, but within 2 hours if received before 9 pm)

• Complete and submit paperwork daily (timesheets, worksheets, payments, etc.)

• Meet service levels agreements. This includes providing drain service within 4 hours of the Client’s initial call (unless the initial call is after 9 pm, or unless the Client declines service in the timeframe).

• Manage Appointments

  • Effectively communicate appointment details with customers and colleagues

  • Maintain system of record with all pertinent information; Dispatch and/or Salesforce

  • Accurately calculate estimates and bids for customers via resources provided by the Company

  • Work with Customer Service to coordinate pricing

  • Get the customer the correct quote

  • Explain the drain issue to the Client after you have resolved it.

  • Marketing

    • Leave sales pamphlet with quote amount

    • Write quote $ amount on business card

  • Home Insurance and Service Line Protection Company Jobs

    • Work with insurance company and/or Contractor/Client if needed

    • Prepare and file insurance paperwork and supplements

• Dispatch

  • Price List - Refer to Sewer & Drain Price List for latest prices

  • Establish payment terms before job starts

  • Insert form requirements here

  • Collect payment when job is done

  • Complete appointments in a timely manner

  • Explicit notes must be documented in Dispatch every step of the way; from job assignment to job completion.

  • Sewer Line Cleaning for AWR and HomeServe and whenever possible for all Clients:

    • Provide drain service within 4 hours of the Client’s initial call

    • Unless the initial call is after 9 pm, or unless the Client declines service in the timeframe.

  • AWR Clients should never go over 24 hrs. without service:

    • If the line cannot be cleared all efforts must be made to schedule a dig the very next workday.

  • Upload videos and diagrams in Dispatch, as applicable

  • Before, during and after photos must be uploaded in Dispatch

  • Close out any open jobs once completed

  • If there are any delays in jobs, utilize the pause feature

  • In between job assignments, check Dispatch for next assignment

    • If no assignments are pending, contact Customer Service for next steps and return to the office if nothing is pending to clean and stock up vans.

• Paperwork

  • Leave a copy of the repair summary form with your customer after every job

  • All Technicians must leave a repair summary with each and every claim serviced for AWR.

  • Complete paperwork and submit to the office daily.

• Review and understand procedures

  • AWR - Customer Terms & Conditions

  • Service Guarantee

  • AWR - EVIDENCE OF PRE-EXISTING CONDITIONS

  • Hanging Sewers

  • Drain Van & Equipment Repairs

  • Sewer Repairs and Relays: Dig Policy

  • In Person Signing using Docusign

  • BLOCK PARKING INSTRUCTIONS.docx

• Vehicle / Equipment Maintenance

  • Report issues immediately

  • Report accidents immediately

  • Submit parking tickets immediately

  • Submit gas receipts daily

• Training

  • Participate in on-line and in-field training to constantly improve skills, knowledge, and attributes to maximize success

• Team Balkan

  • Adhere to Job Site Safety Requirements and Procedures, including safety checks

  • Demonstrate Balkan’s Values

  • Work safety, drive safely – look out for your Team Members well-being

  • Communicate promptly and clearly with all of your Team Members

  • Be proud of your work as a Balkan Team Member