Careers
Service Technician – Subcontractor
Department: Service
Since 1977 Gem Cabinets has been meeting the cabinetry needs of homeowners in Edmonton and surrounding areas, and now Gem is growing again! As a locally owned and operated family business Gem prides itself on its culture of taking care of its people. Whether that is our customers that we work hard for every day, or our employees that make what we do possible, people are at the centre of everything we do. As part of our recent growth, we are looking to expand our dynamic team, and we are looking for someone with a particular set of skills.
The Service Technician is responsible for performing repairs, touch-ups, warranty items, and completion of work required in the field. All information should be communicated about site conditions, parts required and providing accurate reasons regarding why work was needed to the Service Coordinators in the office.
The Service Technician will work in a fast-paced semi-casual environment and play a critical role in ensuring customer satisfaction by actively engaging the Service Coordinators, Site Superintendents and Homeowners in a wide range of customer service scenarios while adhering to quality control standards, jobsite safety and making sure building codes are followed.
KEY RESPONSIBILITIES
- Arrive at and complete daily appointment items scheduled by the Service Coordinator in a timely manner
- Complete hazard assessment forms for every site appointment as required under the company safety policy
- Perform any repairs, touch-ups, warranty items, completion work, or maintenance as noted
- Troubleshoot, identify and make clear notes regarding anything still to be completed and fill out stats with times for each reason
- Report to the Service Coordinator the status of each project on a daily basis and provide updates
- Review and verify details as requested by the Service Coordinator
- Maintain accurate records and paperwork on a daily basis
- Ensure adequate parts and inventory are present in the vehicle for all jobs to be completed
- Communicate with the Service Coordinators, Site Superintendents, and Homeowners to develop and maintain effective rapport and exceptional customer service
- Attend monthly safety meetings lead by the Service Manager
- Keep up to date with Safe Job Practices and Procedures
- Communicate any ongoing concerns regarding site conditions, product and/or design issues
- Adhere to the dress code appropriate to each job site and conditions
- Proper PPE as required for construction sites
- Present neat and clean appearance wearing company uniform
- Assist fellow Service Technicians and/or Installation Sub-Contractors with duties as needed
COVERAGE AND EQUIPMENT REQUIRED
- Own vehicle suited to accommodate tools and material
- Current WCB coverage and Personal Liability Coverage ($2,000,000)
- Current First Aid (Emergency)
- Current CSTS – Construction Safety Training System
- Criminal record check
- Appropriate PPE, steel toed boots, hard hat, ear and eye protection
- E-mail and smart phone capable of e-mailing site pictures, reports, invoices, receiving updates and schedules
- Alberta #2 first aid kit
- A 10lb ABC fire extinguisher
- All necessary tools with proper guards in good working condition
KNOWLEDGE & SKILLS REQUIRED
- Cabinetmaking or 5 years equivalent field experience
- Valid driving license – class 5, clean driving abstract
- Detailed understanding of customer service
- Thorough knowledge of the standard methods, equipment, materials, tools and practices of the cabinet making trade
- Ability to learn quickly, think logically and understand abstract relationships
- Interest in keeping up with ever-changing technology
- Ability to perform math; read technical information, analyze situations to define issues and draw conclusions
- Flexibility is required to work with others and operate equipment using a variety of processes
- Ability to work with a wide diversity of individuals
- Strong attention to detail
- Must be able to lift up to 50 lbs. and stand on feet for 8 hours
- Steel toe boots and glasses / goggles are required
- Physical/Environmental requirements: driving, walking, standing, lifting, bending, kneeling
- Strong project management skills
- Strong and effective written and verbal communication and exceptional interpersonal skills
- Strong problem solving and negotiation skills
- Must be able to function with interruptions and deadlines
- Perform consistently under pressure and handle pressure/disappointment professionally
- Consistently follow up on items/tasks
- Ability to be diplomatic when dealing with clients
- Ability to establish and maintain good rapport with Site Superintendents and Homeowners
- Must be able to work independently
To apply for this position, please send your cover letter and resume to:
Gem Cabinets, hr@gemcabinets.com
Project Coordinator
We are looking for a dynamic and enthusiastic Project Coordinator (PC) to join our dream team! The Project Coordinator (PC) plays a crucial role in ensuring the successful completion of cabinet installation projects. This position manages the entire Project Management Process for retail and large custom cabinet orders by coordinating designated jobs from the point of sale through to project completion. The PC also assists in resolving issues, managing unforeseen situations, coordinating with sales and customers, and communicating with site personnel and homeowners.
The PC will work in a fast-paced but casual environment and play a critical role in ensuring customer satisfaction by actively engaging necessary staff, Designers, Installers, Project Managers, Service Technicians, Site Superintendents, and Homeowners in a wide range of customer service scenarios while adhering to our safety program, upholding our quality control standards, and making sure building codes are followed.
KEY RESPONSIBILITIES
- Review new booked jobs:
- Evaluate the scope of work, install checklists, and timelines associated with each project.
- Identify any potential challenges or risks and devise appropriate solutions.
- Collaborate with relevant departments to determine the best course of action.
- Manage and troubleshoot unforeseen situations.
- Proactively address any issues or challenges that may arise during the completion process.
- Assist in troubleshooting problems and finding effective resolutions.
- Coordinate with the appropriate departments to ensure timely problem-solving.
- Collaborate with sales and meet customer expectations.
- Work closely with the sales team to understand the customer requirements and expectations.
- Determine the best outcome for both the customer and the organization.
- Communicate effectively with customers to ensure their satisfaction throughout the project.
- Communicate recurring issues and concerns.
- Maintain open lines of communication with the appropriate manager.
- Report and discuss any recurring issues or concerns identified during the project.
- Provide feedback and suggestions for process improvements.
- Communicate with site personnel and homeowners.
- Interact with site superintendents, homeowners, and other relevant parties.
- Address any site issues, schedule changes, or safety concerns promptly.
- Maintain professional and effective communication channels.
- Resolve inquiries and messages.
- Respond promptly to emails and phone messages related to projects.
- Provide accurate and helpful information in a timely manner.
- Ensure excellent customer service and satisfaction.
- Oversee data entry and reporting.
- Supervise the Support Coordinator’s data entry activities on all reports.
- Review completed reports and inspections, clarifying any issues or change orders with the project manager and Support Coordinator
- Coordinate with designers and purchasing.
- Communicate with designers to determine if a purchase order (PO) is necessary for specific parts.
- Justify the need for a PO based on identified reasons.
- Schedule appointments and assign technicians.
- Initiate booking appointments when parts arrive or are completed in the shop.
- Assign service technicians to handle the required tasks.
- Send completion report and work orders.
- Email builders, homeowners, and designers the completion reports for work orders.
- Provide necessary documentation for post-possession, cabinet finals, and PO requests.
- Ensure proper accuracy and attention to detail in collaboration with the Scheduler and Support Coordinator
KNOWLEDGE & SKILLS REQUIRED
- High school diploma or equivalent; additional education or training in project management is a plus.
- Minimum of 5 years of experience in the residential cabinet industry or equivalent experience in the residential construction industry.
- Knowledgeable in the fundamentals of kitchen cabinet installation.
- Experience in project coordination.
- Strong customer service and diplomatic skills.
- Ability to work under pressure and interruptions.
- Proficiency in Microsoft Outlook, Word, and Excel.
- Excellent communication, interpersonal, and problem-solving skills.
- Detail-oriented, organized, and able to work independently.
- Willingness to work extra hours and weekends.
- Interest in staying updated on technology changes.
Gem Cabinets, hr@gemcabinets.com
