Home Services Specialist

Job Summary: 

The Home Services Specialist serves as the technical expert for the garage door department. This role is responsible for establishing quality standards, developing and delivering technician training, creating standard operating procedures, and supporting safe, consistent field execution. The Specialist also performs hands-on garage door service, repair, installation, and customer sales activities as needed. This is a non-supervisory position with no direct reports; the role influences technician performance through coaching, technical guidance, quality assurance, and partnership with the Home Services Manager.

Key Responsibilities:

Field Service and Technical Support:

• Perform garage door inspections, repairs, maintenance, replacements, installations, opener service, spring and cable work, safety checks, and troubleshooting for residential customers. Serve as the primary technical resource for complex field issues and new service offerings.

Sales and Customer Solutions:

• Evaluate customer needs, explain repair and replacement options, prepare accurate estimates, recommend appropriate products or upgrades, and conduct sales in a professional and ethical manner.

 Quality Assurance and Field Coaching:

• Conduct ride-alongs, jobsite observations, and completed-work inspections to verify workmanship, safety, documentation, and customer service standards. Provide timely coaching and technical feedback, identify skill gaps, and communicate recurring performance concerns or development needs to the Home Services Manager.

 Training and Development:

• Build and deliver ongoing training for new and existing technicians, including technical skills, diagnostics, installation methods, service procedures, safety, sales presentation, customer communication, vehicle organization, paperwork, and software usage. Develop hands-on training materials, competency checklists, and refresher training based on field observations, callbacks, warranty trends, and new products. 

Standard Operating Procedures and Department Development:

• Help establish the operating foundation, tools, standards, and training systems for the new garage door department. Create, document, implement, and continuously improve standard operating procedures for garage door service, repairs, installations, safety practices, parts usage, sales process, warranty handling, documentation, and quality control.

Operations Support:

• Coordinate with dispatch, management, warehouse, and office staff to support scheduling, inventory readiness, product selection, documentation, and efficient job completion.

Qualifications:

• 3–5 years of experience in residential garage door installation, service, or repair.
• Experience mentoring, coaching, or training technicians, or serving as a lead technician, strongly preferred.
• Strong knowledge of residential garage door systems, openers, springs, cables, tracks, controls, installation methods, troubleshooting, and related safety practices.
• Demonstrated ability to teach technical concepts, provide constructive feedback, influence without formal authority, and communicate effectively with technicians, customers, and Leadership.
• Ability to build processes in a new department, manage multiple priorities, maintain accurate documentation, and follow through on improvement initiatives in a fast-paced environment.
• Strong customer service, judgment, organization, and problem-solving skills with a team-first attitude.
• Valid Ohio/ Kentucky /Indiana driver's license with a clean driving record.

Benefits:

• Competitive pay and commission package
• Company vehicle and gas card
• Medical/Dental/Vision/Life Insurance/ Long & Short-Term Disability
• 401(K) with employer match
• Paid time off and holidays
• Ongoing professional development and training
• Gym Membership Reimbursement

Work Environment:

Works in field environments across residential job sites, climbing ladders and navigating uneven surfaces. Regularly works in confined spaces and moves materials up to 50 pounds. Operates hand and power tools and vehicles. Must be able to see, hear, and exchange accurate information with customers and team members. Regular exposure to outdoor weather, noise, and dust. Reasonable accommodations may be made to perform essential functions.

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About HELP

For more than 80 years, HELP has provided HVAC, plumbing, and electrical services to families throughout Cincinnati, Northern Kentucky, and Southeast Indiana. To ensure that our clients’ expectations are exceeded, HELP takes great care when selecting individuals to join the team. Our employees embrace our commitment to do the job right the first time with good equipment and materials, with honesty and without shortcuts. By embracing this policy, our employees prosper right along with the company and enjoy solid job security. Not a heating, cooling, plumbing or electrical expert? Don’t worry. We can teach you everything you need to know!

We are an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic outlined by federal, state, or local laws.

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