Summary/Objective: The repair person’s job is to improve the quality of instruments through inspection, repair, and refurbishment. They are expected to accurately assess instruments for repair, as well as predict a time estimate for those repairs. They will be responsible for managing multiple repair jobs at once. They will also be expected to participate in cross-training focused on both learning and teaching repair techniques.
Objective #1: New Instrument Inspection/Setup
- Per Person - Between 2-5 instruments daily / 10-25 instruments weekly
- Fit and finish
- Determine any defects/instruments that cannot be sold as “new”
- Playability
- Inspect/adjust neck
- Inspect/adjust nut slots
- Inspect/adjust string height
- Level frets if necessary
Objective #2: Outgoing Instrument Inspection/Setup
- New, Used and Vintage - excludes As-Is
- Department - up to 5-10 instruments daily / 15-50 instruments weekly
- Fit and finish
- Determine any defects/instruments that require customer communication and/or adjustment
- Playability
- Inspect/adjust neck
- Inspect/adjust nut slots
- Inspect/adjust string height
- Level frets if necessary
Objective #3: Customer Repairs (Includes Inspection/Setup)
- Workload remains steady - will always have customer repairs pending
- BRO - estimate repair cost
- Up to 20 minute inspection, first impressions, gauging repair needs, etc
- Contacting/communication
- Communicate throughout the repair process using a variety of methods
- Keeping customer informed of proposed, pending, and finished repairs
- Multi-tasking
- Balancing many customer repairs, simultaneously
- (e.g. while one instrument repair takes time to set, another repair could be in process)
- Forecasting “time to repair” well enough to not affect “Elderly-owned” instruments
- Complete all levels of repair work
- Basic (per instrument - up to 2 hours) - Rare
- Mid-Range (per instrument 2-5 hours)
- Restoration (per instrument 5-20 hours) - Rare
- Frequent use of household and industrial supplies for disinfecting and restoration purposes. Proper use of cleaning supplies and personal protective equipment (PPE) required.
Objective #4: Elderly-Owned/Used Instrument Repair (Includes Inspection/Setup)
- Between 2-5 instruments weekly
- Sales/Other department suggested repairs
- Fit and finish
- Determine any defects/instruments that require customer communication and/or adjustment
- Playability
- Inspect/adjust neck
- Inspect/adjust nut slots
- Inspect/adjust string height
- Level frets if necessary
- Structural Repairs
- Complete all levels of repair work coinciding with Customer Repairs
Objective #5: Computer Duties
- Shopflow
- Timers
- Shopify
- Gorgias
- Electronic Correspondence (Slack, Gmail, and other internal communication tools)
Success Metrics – Repair:
- Efficiently improves quality of instruments on behalf of the customer and/or Elderly.
- Communicates timelines and assessments with professionalism; able to communicate via multiple channels.
- Manages time effectively; able to juggle multiple repairs
Core Values:
Knowledgeable - We are the ambassadors of fretted and stringed instruments. As a team, we are the experts that help all musicians better their craft. If we don’t know an answer, we acknowledge that and try to find out. Our knowledge and willingness to grow is the backbone of Elderly Instruments.
Community Focused - We understand that all Elderly stakeholders create our world. We consider all parties when making decisions and always try to positively interact with customers, coworkers, vendors, and fans of Elderly.
Enthusiastic - We share our customers' passion for all music, and this is demonstrated in how we approach our work. We are proud to assist every step of the way.
Authentic - We believe our reputation is upheld by our honesty. We strive to remain genuine and empathetic when interacting with our customers, coworkers and Elderly stakeholders.
Resilient - We pride ourselves on standing strong through internal and external hardship. We trust each other and our ability to creatively adjust and adapt as needed.
Results-Oriented - In every aspect of Elderly, the end result is how we maintain our reputation. Every perfect setup and repair, timely package, and friendly interaction builds a lasting positive impression on our customers. They deserve to trust that we'll get the job done correctly.
Key Competencies:
- Communication (cross-departmental) - Appraisal (estimates), Sales (repair add-ons), Shipping (problem instruments), etc
- Time Management - Scheduling customer repairs within the Elderly workload, predicting completion dates, saying "no" when appropriate
- Technology Skills - Protocol (record-keeping), communication (various platforms), etc
- Team Player - Assuring workloads can be easily shifted and interchanged
Pay: From $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Life insurance
- On-the-job training
- Paid time off
- Professional development assistance
- Retirement plan
- Vision insurance
Experience:
- Luthier: 2 years (Preferred)
License/Certification:
- Luthier and/or Guitar Repair Certificate or Diploma (Required)
Shift availability:
Ability to Commute:
- Lansing, MI 48906 (Required)
Work Location: In person
