Skills Gas Appliance Repairer - Customer Service near Toronto (ON)

Find out what skills you typically need to work as a gas appliance repairer - customer service in Canada. These skills are applicable to all Appliance servicers and repairers (NOC 7332).

Expertise

People working in this occupation usually apply the following skill set.

  • Conduct voltage, resistance and other tests using electrical test equipment
  • Refer to schematic drawings or product manuals to repair parts
  • Diagnose faults, using testing devices
  • Repair electrical appliances and components
  • Replace faulty components
  • Use shop equipment and specialized diagnostic and programming apparatus to repair, adjust and reprogram appliances
  • Advise customers on work performed and condition of equipment

Skills and knowledge

The following skills and knowledge are usually required in this occupation.

Essential skills

See how the 9 essential skills apply to this occupation.

Reading
  • Read operating instructions and safety warnings on labels, appliance parts, and cleaning and lubricating products. (1)
  • Read notes from customers and comments on work orders, which summarize customers' problems with the operation of appliances and previous repairs. (2)
  • Read about parts and appliances in manufacturers and wholesalers catalogues.. They pay particular attention to special pricing, product advantages and bonuses given to purchasers. (2)
  • Read trade magazines and promotional materials such as flyers from professional associations, appliance manufacturers and suppliers that promote and compare different appliances, and report on new technologies and changes in the industry. (2)
  • Read letters and memos from manufacturers and distributors which provide information about product recalls, discontinuation of specific parts or appliances, repair, replacement and rebate processes. (2)
  • Read manufacturers operation, repair and service manuals to troubleshoot and repair appliances. Text is supplemented with schematics, diagrams, photographs and tables. (3)
Document use
  • Read lists of jobs to be completed, as well as parts, supplier and address lists. (1)
  • May scan job schedules to find out when and where they are to work. (1)
  • Extract data from tables. For example, they read tables to identify serial and part numbers for specific models and to confirm manufacturers' specifications for variables such as temperature, pressure and amperage. (1)
  • Scan the labels on cleaning products, lubricating oils and chemicals to identify quantities, ingredients and concentrations. (2)
  • Study work orders to identify the nature of the required services. For example, they locate customers' contact information, part names and numbers, part and appliance names and numbers as well as costs. (2)
  • Interpret assembly drawings to assemble, reassemble serviced or add new components to appliances. (2)
  • Complete a variety of forms. For example, they may complete invoices for customer service calls, services provided and parts used, check invoices of parts ordered. They match part identification numbers with ordered parts. (2)
  • Locate data such as flow directions and functions of components such as pumps, valves and breakers by studying the schematics for electrical, refrigerant and systems in appliances. (3)
Writing
  • Write brief notes on work orders and invoices to describe completed work. (1)
  • Write brief reminders and notes to other employees about customer requests for service work completed and parts to order for jobs. (1)
  • Write e-mail to parts suppliers and appliance manufacturers to confirm orders or request information. (2)
  • May write notes to customers that describe faults with appliances, outline options for repair, replacement of parts and request further instructions. They may also write similar notes on warranty forms. (2)
NumeracyMoney Math
  • Accept payments from customers. They may make change for cash payments and process cheques, credit cards and direct withdrawal payments. (1)
  • Total cash receipts for supplies and miscellaneous parts and submit claims for reimbursement. (1)
  • Calculate amounts on bills and invoices. They calculate labour charges using hourly and per call rates, add costs of parts and supplies, and then apply discounts and sales taxes. (3)
Scheduling, Budgeting & Accounting Math
  • Calculate differences in cost options between appliance repairs and possible new purchases. They present these cost analyses to customers so that they can decide whether to continue with repairs. (2)
Measurement and Calculation Math
  • Take measurements using tapes, rulers, thermometers, timers, and fixed gauges. (1)
  • Set up and use specialised measuring tools such as multimeters, manometers and pressure gauges to assess the functioning of appliances. (2)
Data Analysis Math
  • Compare readings such as temperatures, pressures and apertures to ensure the readings are within manufacturers' established standards. (1)
  • Order materials and parts according to projected needs, established inventory levels and available supply. (2)
Numerical Estimation
  • Estimate travel times to and from job sites, lengths of time required to complete jobs and lengths of time before they can provide service. (2)
Oral communication
  • Exchange information with suppliers and delivery people. For example, they may talk to suppliers about shipments and parts orders and couriers regarding the availability and delivery time for parts and supplies. (1)
  • Speak with co-workers, colleagues and manufacturers' service representatives about appliance repairs and customer service procedures. For example they may talk to other servicers and repairers about a variety of appliance malfunctions, their experiences repairing particular appliances and the reliability of specific brands. (2)
  • May speak with supervisors regarding work schedules, normal work practices and any unusual occurrences such as unresolved customer complaints. (2)
  • Discuss appliance repairs with customers. They receive calls from customers who request service for their appliances, call customers to confirm residential addresses, arrange access to buildings and notify them about ongoing and completed jobs exchange routine information. (2)
  • Respond to complaints and negotiate with customers dissatisfied with service received or who object to the prices charged for repairs. (3)
ThinkingProblem Solving
  • Do not have enough room to work on appliances at customers' locations or in their shops. They rearrange shop workspaces or move appliances to alternate locations for repair and service. (1)
  • Are unable to locate or get into customers' residences because they have inaccurate contact information, customers are not present to let them in or they encounter circumstances such as unleashed dogs that prevent entry. They contact their supervisors, dispatchers or customers to get correct addresses, reconfirm appointments or make new arrangements to gain access. (1)
  • Are unable to meet repair deadlines because parts ordered through suppliers have not arrived and technical information such as manuals cannot be located. They contact suppliers to enquire about deliveries and attempt to find substitute parts. They contact manufacturers to inquire about missing serial numbers, schematics and part numbers. (2)
  • Find that they do not have the knowledge and experience to complete jobs. They speak to more experienced servicers and consult manufacturers' service representatives. For example, an appliance repairer finds that a stove timer buzzes incessantly and it is impossible to verify if the defect is in the membrane or the touch pad. A co-worker advises the repairer to change the membrane, offering his experience with similar models. (2)
  • Cannot locate sources of appliance malfunctions or replicate appliance malfunctions described by customers. They ask customers to describe the operation of appliances in detail and check alternate causes for malfunctions such as defects in customers' electrical outlets. If these questions do not reveal the sources of the malfunctions, they ask customers to further monitor the appliance and record all details when the malfunction reoccurs. (3)
  • Encounter customers who are not satisfied with service after they complete repairs or dispute differences between quotes and the final prices of the repairs and service. They inspect serviced appliances to ensure they are working properly, review bills and offer detailed explanations. (3)
Decision Making
  • May decide which parts, supplies and tools to stock the shop adequately. For example, self-employed servicers and repairers verify how often they replace specific parts and decide to order extra quantities. (1)
  • Decide which skills upgrading courses to attend. They consider the types of models and appliances they most frequently work on, their need to upgrade understanding their familiarity with new appliances coming onto the market. They also must decide if the training is worthwhile, as they may lose wages for hours spent in upgrading courses and pay for the courses themselves. (2)
  • Decide which suppliers to use for replacement parts. They check the quality and price of original and generic parts and the speed of delivery to ensure they quickly receive the best parts for the job and meet repair schedules. (2)
  • Decide to provide some customers with special or additional services to improve or ensure customer loyalty. For example, they may give discounts on parts and services, designate repairs by priority and determine which repairs are covered by warranties. (3)
Critical Thinking
  • Evaluate the condition of used appliances received, traded or discarded by original owners to see if they are worth repairing for resale. They check for excessive wear on belts, hoses, fittings and other structural equipment to determine the necessity of repairing or replacing these parts, and assess the appearance of appliances and the appeal of various styles, colours and features. (1)
  • Evaluate the effectiveness of repair options of appliances. For example, they may consider costs associated with parts, labour and shipping, customers' needs and finances and the estimated service life of repairs to select the best option. (2)
  • Evaluate the suitability of appliance makes and models for a variety of contexts and customers. For example, they assess appliances' quality, ease of operation and repair and price, and frequency of use to make knowledgeable recommendations to customers. (3)
Job Task Planning and Organizing

Independent electrical servicers and repairers establish their own work schedules and set the order in which they complete jobs, considering priority, geographic proximity and amount of time estimated for each job. Those employed by larger companies may have their schedule set by a supervisor or dispatcher and keep in communication with the office as jobs are completed. Emergency or priority jobs that arise unexpectedly may disrupt schedules, forcing them to make alternative arrangements. (2)

Significant Use of Memory
  • Remember names of regular customers and the peculiarities of their appliances.
  • Remember appliance assembly sequences and diagnostic procedures.
Finding Information
  • Find customers' contact information using work orders, maps, directories and phone books. (1)
  • Find information on troubleshooting appliances by reading user, service and repair manuals, repair support information supplied by appliance manufacturers and by talking to co-workers, colleagues and manufacturers' service representatives. (2)
Digital technology
  • May use other computer and software applications. For example, they may use hand-held computer devices that process invoices and use computerized cash registers, and may access service and repair documents on compact discs. (1)
  • May use word processing, write short notes or letters to suppliers as part of warranty claims. (2)
  • May use databases. For example, they enter and retrieve information about customers, service calls and repair jobs, and search on-line databases for information about appliance repairs. (2)
  • May use bookkeeping, billing and accounting software. For example, they enter repair costs into electronic invoices. (2)
  • May use communication software. For example, they use e-mail to exchange messages with parts suppliers and appliance manufacturers. (2)
  • Use the Internet. For example, they access manufacturers' Internet sites for information on appliances, repair procedures and parts. (2)
Additional informationOther Essential Skills:

Working with Others

Electric appliance servicers and repairers work independently to carry out repairs and service appliances. Many are self-employed and others may be the only repair and service person at appliance dealerships. They do call back to the shop or call technical support lines for advice, if available. (1)

Continuous Learning

Electric appliance servicers and repairers must regularly upgrade their skills as new appliance technologies and features enter the market. (2)

Most learning by electric appliance servicers and repairers is on their own time by reading manuals and other service and repair information. They also learn through conversations with other servicers and repairers and their own experience repairing various appliances. They may attend seminars sponsored by appliance manufacturers to be certified to work on specific brands of appliances. They take general skill upgrading offered through unions and apprenticeship programs. (2)

Date modified: