Service Technician

The Service Technician installs and services water systems while delivering excellent client care. Reliability, professionalism, and technical training are essential.

Core Responsibilities

1. Technical Service & Installations

Install, maintain, diagnose, and repair Newport water systems in line with company standards and safety regulations

Respond to service calls promptly and resolve issues correctly on the first visit whenever possible

Conduct accurate diagnostics and determine resolutions within agreed timelines

Perform equipment change‑outs when required

Complete sanitizations in line with Water Quality Standards

Carry out warehouse repairs, refurbishments, and controlled equipment testing as required

2. Technical Assessments & Planning

Assess client sites to confirm suitability for installations (electrical supply, water source, drainage, access)

Identify optimal equipment placement and installation routes

Flag special requirements, parts, tools, or risks in advance

Document assessments clearly using tickets, notes, photos, and videos

3. Client Care & Communication

Maintain a professional, calm, and respectful manner in all client interactions

Explain system operation, basic care, and maintenance clearly to clients

Answer questions confidently and know when to escalate issues

Build client confidence in Newport systems and people

Capture client feedback, comments, and opportunities

4. Learning & Skill Development

Develop strong product and system knowledge across all Newport solutions

Learn and apply new skills including:

Water treatment and filtration principles

Solenoids, valves, and system controls

Client communication and basic sales awareness

Documentation using photos and short videos

Apply core trade disciplines (safety, compliance, precision) to all new skills

5. Accountability, Standards & Presentation

Report to jobs on time and as scheduled

Adhere strictly to Newport standards for:

Dress and grooming

Deportment and conduct

Vehicle and tool cleanliness

Understand that technicians are accountable team members, not independent operators

6. Documentation & Reporting

Ensure all tickets, job sheets, and service reports are completed and closed daily

Capture serial numbers, photos, videos, and service notes accurately

Obtain client sign‑off for completed work

Report issues, inefficiencies, competitive observations, and opportunities

7. Vehicle, Tools & Stock Management

Maintain assigned vehicle in clean and professional condition

Keep tools and equipment organized and service‑ready

Maintain adequate van stock to complete jobs on the first visit

Assist with stock tracking, reporting, and warehouse counts as required

Role Requirements

Technical Background

Formal training in Electrical (preferred), HVAC, Refrigeration, or a similar regulated technical trade

Strong diagnostic and troubleshooting capability

Commitment to safety, compliance, and precision

Professional & Personal Attributes

Strong willingness to learn and execute new skills

Clear verbal and written communication

Punctual, reliable, and well‑organized

Calm and professional under pressure

High personal standards for appearance and conduct

Team‑oriented with a collaborative mindset

Practical Requirements

Valid driver’s licence (required)

Ability to lift 45+ lbs

Comfortable using mobile devices, ticketing systems, and basic software

Willingness to work overtime or weekends when required

Willingness to travel locally and regionally when needed

Service Technician Scorecard

Technical Execution

Measures:

First‑time fix rate

Installations completed to specification with no rework

Sanitizations completed on schedule

Equipment refurbished and redeployed efficiently

Target: Consistent, error‑free technical delivery

Client Care & Communication

Measures:

Client confidence and satisfaction

Quality of system explanations and handovers

Client feedback, reviews, and referrals

Target: Clients feel informed, respected, and confident

Learning & Adaptability

Measures:

Speed of learning new systems and procedures

Application of training in real‑world jobs

Openness to feedback and coaching

Target: Continuous improvement and skill expansion

Accountability & Reliability

Measures:

On‑time arrival to jobs

Adherence to schedules and instructions

Compliance with dress, conduct, and reporting standards

Target: 100% reliability and professionalism

Documentation & Process Discipline

Measures:

Accuracy and completeness of tickets and reports

Use of photos, videos, and notes

Timely closure of all jobs

Target: Clean, auditable records every day

Vehicle, Tools & Stock

Measures:

Vehicle cleanliness and readiness

Tool organization and care

Adequate van stock levels

Target: Always ready to deliver on the first visit