Key Shop Technician
Indianapolis, IN
Full Time
CIH Operations
Mid Level
Job Summary — This position is responsible for supporting CIH’s keying needs by processing work orders, fulfilling material orders from stock, sending in purchase orders to our manufacturing partners, performing on-site work orders for customers (as pre-scheduled or due to issues,) and assisting customers with their keying questions. This role will be based in-shop with field work assigned as needed. This employee is expected to proactively manage the varying tasks that come to the Key Center each day; communicate efficiently and accurately with end customers, CIH colleagues, contractors, and manufacturers; and follow each task through to completion. When in the shop, they will be expected to participate in monitoring the Key Center phone queue and email inbox, and enter merchandise quotes and orders. Both in shop and in the field, they will be expected to talk with end customers to guide them through their keying needs and questions, process work orders, and proactively support our customers to ensure the keying hardware and solutions we provide exceed their expectations.
The Keying Consultant is responsible and accountable for assisting our customers, sales counter, and key center team by:
Essential Functions
Experience & Other Requirements
The Keying Consultant is responsible and accountable for assisting our customers, sales counter, and key center team by:
- Answering Key Center phone queue calls / monitor shared Key Center email inbox, to handle customer inquiries/requests about existing orders, products, or service needs
- Using the operating system to create and release quotes and sales orders, and manage purchase orders, work orders, and stock requisitions
- Assisting at Sales Counter with keying-related inquiries as-needed
- Travel to customer sites for field work order requests, both pre-scheduled or due to emergency call (during business hours) for hardware issues, installs, fixes, troubleshooting, rekeys, etc.
- Proactively pulling and completing Key Center work orders
- Proactively pulling and filling stock requisitions of Key Center material, both for work orders and direct ship orders
- Learning product lines, and how to best direct customers to the products they need
- Open attitude to learn and grow; focus on staying current in door hardware and keying products
- Receiving payment or obtaining credit applications
- Delivering excellent customer service by having a professional and positive attitude in all interactions with customers
- Performing other related duties as necessary or assigned
Essential Functions
- Basic locksmithing / production / troubleshooting
- Learn and use industry and product knowledge, specifically Division 8
- Order entry, phone, and email proficiency, and the ability to handle multiple projects congruently
- Organizational and time management skills
Experience & Other Requirements
- Previous experience with/exposure to basic locksmithing is required – expertise is a plus
- Familiarity with keying standards from brands like BEST, Medeco, Yale, Falcon, and Schlage
- Strong verbal and written communication skills
- Top-notch customer service and organizational skills
- Ability to move between tasks as questions/issues arise
- A locksmithing or similar hands-on background in Commercial Door/Frame/Hardware is preferred
- Experience with MS Word, Excel, Promaster, and Comsense are highly desirable
- Must submit to and pass a background check, drug screen, and motor vehicle report
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