HomeCare Technician

Position Purpose

The HomeCare Service Technician provides skilled residential repair, maintenance, warranty, and small improvement services while delivering an exceptional client experience.

This is not a traditional carpenter position. The Technician often works independently and serves as the face of Neil Kelly in the client’s home. Success requires broad technical ability, strong judgment, thoughtful communication, personal organization, and pride in representing the company.

Key Responsibilities

Client Experience

• Create a professional, respectful, and reassuring experience in every client’s home.

• Arrive on time, prepared, and familiar with the assigned work.

• Listen carefully and confirm the client’s priorities before beginning.

• Explain findings, options, limitations, and next steps in clear and understandable language.

• Communicate promptly when conditions differ from the original scope.

• Ask before making changes that affect cost, schedule, appearance, or project expectations.

• Treat the home, furnishings, pets, and surrounding property with care.

• Maintain a clean and orderly work area throughout the visit.

• Review completed work with the client and confirm that questions have been addressed.

• Identify additional needs when appropriate and connect the client with the right Neil Kelly resource without creating pressure to purchase.

• Build trust through honesty, good judgment, and reliable follow-through.

Craftsmanship and Problem-Solving

• Perform a broad range of residential repairs, maintenance tasks, warranty work, and small improvements.

• Diagnose problems thoughtfully and recommend practical, durable solutions.

• Complete work in accordance with Neil Kelly quality standards, applicable codes, manufacturer requirements, and accepted industry practices.

• Recognize conditions outside personal expertise or HomeCare Service scope and request support before proceeding.

• Protect completed work and surrounding surfaces.

• Take ownership of workmanship concerns and participate fully in resolving them.

• Use time, materials, and company resources responsibly.

• Balance efficiency with quality rather than sacrificing one for the other.

Technology and Documentation

• Use JobTread and company-issued mobile technology throughout the workday.

• Review project information before arriving at the client’s home.

• Record clear and complete notes, photographs, materials, time, findings, and recommendations.

• Document changes, client decisions, and unresolved concerns on the day they occur.

• Communicate with the Production Specialist in real time when additional support, materials, or scheduling is needed.

• Maintain documentation that supports accurate billing, warranty records, future service, and client communication.

• Learn and adopt new technology as HomeCare Service evolves.

Technology use and documentation are essential parts of the position, not optional administrative tasks.

Professional Standards

• Maintain a professional appearance and wear approved branded apparel.

• Keep the assigned service vehicle clean, organized, stocked, and ready for work.

• Maintain personal and company tools in safe and serviceable condition.

• Follow all company safety policies and immediately report hazards, incidents, or injuries.

• Protect client information and maintain appropriate professional boundaries.

• Represent Neil Kelly respectfully in client homes, neighborhoods, vendor locations, and public settings.

• Provide a smoke-free client experience by refraining from tobacco, nicotine, vaping, or smoking products during working hours, on client property, or while operating company vehicles, subject to final HR review and company policy.

• Communicate honestly when a mistake occurs and remain engaged until an appropriate resolution is reached.

Teamwork and Continuous Improvement

• Partner closely with the Production Specialist to prepare for and complete service assignments successfully.

• Share information promptly so clients and teammates can make informed decisions.

• Offer assistance and practical knowledge when another team member needs support.

• Accept direction and feedback with professionalism.

• Contribute ideas for improving tools, materials, workflows, safety, and the client experience.

• Support onboarding and mentoring as additional technicians join the team.

• Recognize that strong individual performance includes making the people around you more successful.

Performance Measures

Performance may be evaluated through a combination of individual and shared team measures, including:

• Client satisfaction and GuildQuality results

• Quality of craftsmanship

• Client communication and professionalism

• First-visit or first-time resolution when reasonably achievable

• Schedule reliability and preparedness

• JobTread documentation completeness and timeliness

• Safety performance

• Vehicle, tool, and professional appearance standards

• Responsible use of labor and materials

• Reliability, initiative, teamwork, and ownership

• Contribution to continuous improvement

Qualifications

• At least five years of residential construction, remodeling, repair, or maintenance experience preferred.

• Journey-level or lead carpenter-level knowledge and abilities across a broad range of residential construction and repair.

• Strong troubleshooting skills and the ability to evaluate unfamiliar conditions thoughtfully.

• Demonstrated ability to work independently and make sound field decisions.

• Strong client communication skills and genuine interest in helping homeowners.

• Ability to explain technical information clearly and respectfully.

• Dependable attendance, organization, and follow-through.

• Comfort using tablets, mobile applications, photographs, and digital project documentation.

• Valid driver’s license and acceptable driving record.

• Ability to safely perform the physical requirements associated with residential construction and service work.

• Appropriate hand tools for the role, subject to company tool requirements.

Pay & Benefits

The rate of pay for this position is between $44-$48.00/hour, DOE. This position may be eligible for a quarterly HomeCare Service Excellence Bonus based primarily on the behaviors and service standards that create strong client outcomes.

Neil Kelly offers a complete benefit package: