Salary Grade: FLSA Status: Approved Date: Division: Sales Job Description: Draft Service Technician B Reports To: Draft Service Sales Manager Department: Draft Service Nonexempt Job Summary Services retail accounts by cleaning draft lines, installing draft lines and maintaining draft equipment. Essential Functions Essential functions include, but are not limited to, the following: Field/Sales/Customer Service Duties * Delivers and installs draft equipment for retail accounts; delivers products as needed * Regularly services draft equipment for retail accounts, ensuring products pour properly * Properly cleans draft lines, using monthly rotation * Assists with special events as needed Administrative Duties * Tracks and records draft service maintenance log. * Inventories and purchases draft equipment parts, gas and tap handles, hand pumps, etc. Minimum Qualifications * High School Diploma/GED * Ability to read, write, speak, and comprehend English language * 1–3 months of related experience * Valid driver's license * Ability to add, subtract, multiply and divide using a calculator Preferred Qualifications * Class A commercial driver's license * Sales permit * Draft service technician certification Supplementary Information Tools/Equipment * Power tools * Hand tools * Calculator Working Conditions While performing the duties of this job, the employee is occasionally exposed to wet, cold, and/or humid conditions, moving mechanical parts, toxic or caustic chemicals, outside weather conditions, confined spaces, and risk of electrical shock. The noise level in the work environment is usually moderate. * Cell phone Physical Demands While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel. and/or reach . The employee frequently is required to stand and talk or hear. The employee is occasionally required to walk, stoop, kneel, crouch, crawl, taste, and smell. The employee must occasionally lift and/or move more than 150 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. There will be work with small draught parts requiring good color vision for different CO2/mixed gas lines working with small parts. Performance Management Draft Service Technician 1/30/20084 7.00% of base pay 3 5.00% of base pay 2 3.00% of base pay 1 1.00% of base pay N/A Date of Hire Performance Evaluation: Draft Service Technician Evaluation Guidelines Performance management is a continual process designed to foster communication between managers and employees. Managers are encouraged to discuss specific accomplishments and areas that require improvement on an ongoing basis. Performance management includes goal setting, coaching and feedback, recognition, performance improvement and discipline, and performance evaluation. One month prior to this review, ask the employee to complete this form to detail how well he or she has met his or her objectives for this review period. Ask the employee to be prepared to discuss his or her achievements, accomplishments, responsibilities, and future goals—and how those goals will affect department objectives as well as corporate objectives. Definition of Performance Ratings 4 Exceeds performance expectations Goes above and beyond, consistently exceeding expectations High performance behaviors 3 Exceeds some performance expectations Meets all basic requirements and exceeds some expectations High performance behaviors 2 Meets performance expectations Meets all basic requirements Average performance behaviors 1 Meets some performance expectations Meets some, but not all, expectations; needs improvement in quality/quantity of work Low performance behaviors 2007 Merit Increase Schedule Exceeds performance expectations Exceeds some performance expectations Less than 1 Does not meet performance expectations Performs significantly below expectations; performance action required. Low performance behaviors Does not meet performance expectations Employee Name Today’s Date Meets performance expectations Meets some performance expectations Less than 1 Evaluator Review Period March–September Type of Evaluation: Goal Review Performance Management Draft Service Technician 1/30/20080.00 0.11 0.00 0.00 0.15 0.00 0.00 0.11 0.00 0.00 0.15 0.00 0.00 0.12 0.00 0.00 0.07 0.00 0.00 0.07 0.00 0.00 0.10 0.00 0.00 0.12 0.00 0.00 Competency Review—September Complete this section based on your direct observations and knowledge of this employee’s performance compared to the target behaviors for each job competency. In the comment sections, use specific examples to support or illustrate your rating. Comments must be given for all competencies. Competency Rating Organizational Citizenship—Organizational Citizenship 0.00 Competency Rating Conscientiousness—Reliability/Rule Following 0.00 Competency Rating Conscientiousness—Safety 0.00 Competency Rating Work Ethic—Work Ethic 0.00 Competency Rating Customer Service—Customer Service 0.00 Competency Rating Internal Customer Service—Internal Customer Service 0.00 Rating X Weight = Weighted Competency Rating Cognitive Skills—Communication 0.00 Competency Rating Organizational Citizenship—Organizational Citizenship Conscientiousness—Reliability/Rule Following Total Rating (sum of weighted ratings) Conscientiousness—Safety Work Ethic—Work Ethic Customer Service—Customer Service Cognitive Skills—Communication Internal Customer Service—Internal Customer Service Cognitive Skills—Learning & Numerical Ability Cognitive Skills—Planning/Problem SolvingCompetency Rating Cognitive Skills—Learning & Numerical Ability 0.00 Competency Rating Cognitive Skills—Planning/Problem Solving 0.00 Performance Management Draft Service Technician 1/30/2008Follow-Up Date Date Date Performance Improvement Plan (any areas scoring a 1 or below) If an employee receives scores of 1 or below in any competency, discuss specific areas for performance improvement and arrive at mutually agreed-upon action plans/goals for the coming performance period. Action Plan/Goal Employee Acknowledgment By signing this form, you confirm that you have discussed this review in detail with your manager. Signing this form does not necessarily indicate that you agree with this evaluation. Employee Signature Manager Signature Performance Management Draft Service Technician 1/30/2008Follow-Up Date Date Date Career Development Goals Career Development Goal Action Plan Discuss with the employee specific areas for career development and arrive at mutually agreed-upon action plans for the coming performance period. Employee Acknowledgment By signing this form, you confirm that you have discussed this review in detail with your manager. Signing this form does not necessarily indicate that you agree with this evaluation. Employee Signature Manager Signature Performance Management Draft Service Technician 1/30/2008Date of Hire Employee Name Today’s Date Evaluator Review Period 0 March–September Merit increase dollar amount #N/A Type of Evaluation: Compensation Overview Current base pay rate Merit increase percentage #N/A Compensation Summary and Employee Acknowledgment Goal Review Bonus amount (if applicable) Employee Acknowledgment By signing this form, you confirm that you have discussed these changes with your manager. New base pay rate #N/A Date Employee Signature Manager Signature Date Performance Management Draft Service Technician 1/30/2008Draft Service Technician Organizational Citizenship Organizational Citizenship Consientiousness Reliability/Rule Following Safety Work Ethic Customer Service Customer Service Internal Customer Service Internal Customer Service Cognitive Skills Learning/Numerical Ability Planning/Problem Solving Communication Performance Management Draft Service Technician 1/30/2008Behavior Low Performance Behaviors Average Performance Behaviors High Performance Behaviors Comments Score Weight Total Score # 0 1 2 3 4 1 Provides minimal assistance to other draft techs and company personnel. Provides assistance to other draft techs and company personnel when it does not require personal sacrifice. Provides assistance to draft techs and company personnel in spite of personal costs. 0.20 0.00 2 Reacts poorly to being asked to help coworkers; is slow to pitch in. Helps coworkers when asked/directed; pitches in eventually. Finds ways to help coworkers without being asked/directed; quickly pitches in at every opportunity. 0.20 0.00 3 Displays a poor attitude and is inflexible towards changes in demands and schedule. Displays a reasonable attitude and tolerates changes in demands and schedule. Displays a positive attitude and quickly adapts to changes in demands and schedule. 0.20 0.00 4 Shows disrespect or a lack of understanding for diversity in people and opinions. Shows a general understanding of and respect for diversity in people and opinions. Fosters a deep appreciation for diversity in people and opinions. 0.20 0.00 5 Resists direction from authority. Accepts direction from authority. Trusts authority. 0.10 0.00 6 Appears unconcerned or unfamiliar with Monarch Beverage's mission and principles. Maintains awareness of and adheres to Monarch Beverage's mission and principles. Embodies and promotes Monarch Beverage's mission and principles. 0.10 0.00 Organizational Citizenship—Organizational Citizenship Overall Rating 1.00 0.00 The degree to which one is a loyal, team-oriented employee and displays a positive attitude towards work, others, and the organization as a whole. Organizational Citizenship—Organizational Citizenship Performance Management Draft Service Technician 1/30/2008Behavior Low Performance Behaviors Average Performance Behaviors High Performance Behaviors Comments Score Weight Total Score # 0 1 2 3 4 1 Violates rules or instructions because following them may be inconvenient. Follows rules or instructions even though it is inconvenient to do so. Follows all rules or instructions completely, even though it may be very difficult to do so. 0.35 0.00 2 Does not complete administrative requirements in a timely and accurate manner. Completes administrative requirements in a timely and accurate manner with minimal reminders. Completes administrative requirements in a timely and accurate manner without the need for reminders. 0.10 0.00 3 Often misses work or arrives late without adequate justification or notification; often takes more time for breaks than allotted; repeatedly fails to clock in/out. Generally comes to work when expected and arrives on time; usually adheres to scheduled break times; usually clocks in/out as required. Displays an exceptional attendance record and can be counted on to arrive at work on time; consistently returns from breaks on time; always clocks in/out. 0.20 0.00 4 Is slow to complete route; often has excessive overtime without appropriate explanations. Completes route efficiently most of the time; provides adequate justification if overtime is needed. Consistently completes route efficiently; avoids excessive overtime at all costs. 0.15 0.00 5 Displays an unprofessional appearance (e.g., untidy or inappropriate attire). Displays a professional appearance (e.g., appropriate uniform) most of the time. Displays a professional appearance (e.g., appropriate uniform) all of the time. 0.20 0.00 Conscientiousness—Reliability/Rule Following Overall Rating 1.00 0.00 The degree to which one does what is expected of him/her and can be depended upon to adhere to one's schedule and work requirements. Conscientiousness—Reliability/Rule Following Performance Management Draft Service Technician 1/30/2008Behavior Low Performance Behaviors Average Performance Behaviors High Performance Behaviors Comments Score Weight Total Score # 0 1 2 3 4 1 Does not follow safety procedures for maintaining and driving company vehicles. Most of the time, follows safety procedures for maintaining and driving company vehicles with minimal reminders. Follows safety procedures for maintaining and driving company vehicles without reminders and even when inconvenient. 0.20 0.00 2 Does not follow safety procedures for lifting and moving cases and kegs. Most of the time, follows safety procedures for lifting and moving cases and kegs with minimal reminders. Follows safety procedures for lifting and moving cases and kegs without reminders and even when inconvenient. 0.20 0.00 3 Does not follow safety procedures for using equipment on the job, including but not limited to forklifts, dollies, and other mechanical equipment. Most of the time, follow safety procedures for using equipment on the job, including but not limited to forklifts, dollies, and other mechanical equipment, with minimal reminders. Follows safety procedures for using equipment on the job, including but not limited to forklifts, dollies, and other mechanical equipment, without reminders and even when inconvenient. 0.20 0.00 4 Does not follow procedures for dealing with job-related injuries or accidents. Most of the time, follows procedures for dealing with job-related injuries or accidents with minimal reminders. Follows procedures for dealing with job-related injuries or accidents without reminders and even when inconvenient. 0.20 0.00 5 Does not appear to understand the importance of adhering to safety guidelines. Appears to understand the importance of one’s own adherence to safety guidelines. Appears to understand the importance of not only one’s own, but others’ adherence to safety guidelines; advises others of safe practices. 0.20 0.00 0.00 The degree to which one adheres to and promotes the safety procedures for all relevant domains of the job. Conscientiousness—Safety Performance Management Draft Service Technician 1/30/2008Behavior Low Performance Behaviors Average Performance Behaviors High Performance Behaviors Comments Score Weight Total Score # 0 1 2 3 4 1 Reacts defensively or emotionally to stress and setbacks; is unable to put aside concerns to get the job done. Handles stress and setbacks, but may show signs of frustration or emotion from time to time; maintains the focus needed to get the job done. Takes a calm and constructive approach to stress and setbacks; puts aside personal concerns and focuses on getting the job done with ease. 0.10 0.00 2 Does not accept responsibility for mistakes made on the job. Accepts responsibility for mistakes made on the job when confronted by others. Informs others when he/she has made a mistake and openly accepts responsibility for it, regardless of the consequences. 0.20 0.00 3 Delays the start of work and exerts a minimal amount of effort. Usually starts working upon arrival and exerts an adequate amount of effort. Starts work immediately and exerts a great amount of effort. 0.20 0.00 4 Makes decisions based on the easiest or most personally rewarding course of action without regard for ethics. Makes ethical decisions, displaying integrity when it is easy to do so. Makes ethical decisions, displaying genuine integrity even when it is difficult to do so. 0.20 0.00 5 Generally does not maintain a clean work area and/or vehicle. For the most part, can be counted on to maintain a clean work area and/or vehicle. Maintains work area and/or vehicle in excellent conditions. 0.10 0.00 6 Produces a low volume of work; takes more time than should be required for completing tasks. Produces an acceptable volume of work; completes tasks within the expected time frame. Produces a high volume of work; completes tasks faster than most others without sacrificing accuracy/quality. 0.10 0.00 7 Avoids opportunities to take on additional responsibilities; avoids extra tasks. Accepts additional responsibilities when asked; assists with extra tasks when asked. Seeks out additional responsibilities; independently initiates extra tasks. 0.10 0.00 Work Ethic—Work Ethic Overall Rating 1.00 0.00 The degree to which one displays initiative integrity, focus, accountability and generally works hard while on the job. Work Ethic—Work Ethic Performance Management Draft Service Technician 1/30/2008Behavior Low Performance Behaviors Average Performance Behaviors High Performance Behaviors Comments Score Weight Total Score # 0 1 2 3 4 1 Shows little or no interest in providing assistance to customers; shows favoritism when determining which customers to assist. Provides customer assistance relevant to the situation, if little or no personal sacrifice is involved; treats customers equally most of the time. Goes out of one’s way, within reason, to provide relevant assistance in spite of personal costs; consistently treats all customers fairly and equally. 0.2 0.00 2 Does not show sufficient concern for the customer's needs. Demonstrates some concern for customer needs. Demonstrates authentic concern for customer needs. 0.2 0.00 3 Loses control and/or responds inappropriately when faced with difficult individuals. Tolerates difficult individuals and responds tactfully. Defuses and resolves a tense situation by responding to a customer with tact, empathy, and patience. 0.1 0.00 4 Shows no enthusiasm when interacting with a customer. Shows enthusiasm when interacting with a customer. Shows persistent enthusiasm when interacting with a customer, even under difficult conditions. 0.1 0.00 5 Rarely follows up with customer to ensure that concerns are resolved. Follows up with customer to ensure that concerns are resolved. Follows up with customer to ensure that concerns are quickly resolved; watches out for signs of additional concerns. 0.2 0.00 6 Cleans and maintains draft lines and other draft equipment with mistakes or delays. Generally cleans and maintains draft lines and other draft equipment in a timely and accurate manner. Clean and maintains draft lines and other draft equipment in a timely and accurate manner despite setbacks. 0.2 0.00 0.00 Customer Service—Customer Service Overall Rating 1.00 0.00 The degree to which one is oriented towards serving the customer and actively attends to customer needs despite difficulties. Customer Service—Customer Service Performance Management Draft Service Technician 1/30/2008Behaviors Low Performance Behaviors Average Performance Behaviors High Performance Behaviors Comments Score Weight Total Score # 0 1 2 3 4 1 Shows little or no interest in providing assistance to other company personnel making requests. Provides relevant assistance to other company personnel making requests, if little or no personal sacrifice is involved. Goes out of one’s way, within reason, to provide relevant assistance to other company personnel making requests, in spite of personal costs. 0.20 0.00 2 Loses control and/or responds inappropriately when faced with difficult individuals. Tolerates difficult individuals and responds tactfully. Defuses and resolves a tense situation by responding to others with tact, empathy, and patience. 0.20 0.00 3 Reacts defensively or emotionally to setbacks; reacts to stress by panicking or complaining to others; has outward displays of frustration. Most of the time, keeps emotions under control; tolerates stressful situations with supervisor assistance; generally masks frustration. Handles difficult situations or emotions with ease and composure; effectively manages stressful situations without supervisor assistance; masks frustration. 0.20 0.00 4 Rarely follows up with others to ensure that requests or concerns are resolved. Follows up with others to ensure that requests or concerns are resolved. Proactively follows up with others to ensure that requests and concerns are always resolved; watches out for signs of additional concerns. 0.20 0.00 5 Displays an unprofessional appearance and attitude that is not representative of Monarch Beverage's image (e.g., inappropriate attire, negative attitude). Displays a moderately professional appearance and attitude, usually consistent with Monarch Beverage's image (e.g., appropriate attire, positive attitude). Displays a highly professional appearance and attitude that is exemplary of Monarch Beverage's image (e.g., appropriate attire, positive attitude). 0.20 0.00 Internal Customer Service—Internal Customer Service Overall Rating 1.00 0.00 The degree to which one is oriented towards serving others within the company and actively attends to their needs with professionalism and despite difficulties. Internal Customer Service—Internal Customer Service Performance Management Draft Service Technician 1/30/2008Behavior Low Performance Behaviors Average Performance Behaviors High Performance Behaviors Comments Score Weight Total Score # 0 1 2 3 4 1 Requires considerable time to learn job content (e.g., codes, terminology, procedures, rules, policies, products). Learns job content (e.g., codes, terminology, procedures, rules, policies, products) at a reasonable pace. Learns job content (e.g., codes, terminology, procedures, rules, policies, products) quickly and easily. 0.30 0.00 2 Applies little effort to obtain new procedural or product knowledge. Accepts opportunities to obtain new procedural or product knowledge. Takes the initiative to obtain new procedural or product knowledge. 0.30 0.00 3 Does not understand explanations or instructions; requires frequent repetition. Understands explanations or instructions if thorough or with minimal repetition. Quickly understands explanations or instructions with no repetition. 0.30 0.00 5 Requires frequent assistance or repeatedly makes errors when working with numbers. Requires occasional assistance or makes an occasional error when working with numbers. Works with numbers without assistance from others and with minimal errors. 0.10 0.00 Cognitive Skills—Learning & Numerical Ability Overall Rating 1.00 0.00 The degree to which one effectively and efficiently learns and utilizes the required job knowledge, skills, and information. Cognitive Skills—Learning & Numerical Ability Performance Management Draft Service Technician 1/30/2008Behavior Low Performance Behaviors Average Performance Behaviors High Performance Behaviors Comments Score Weight Total Score # 0 1 2 3 4 1 Requires assistance and struggles to adapt when unexpected situations arise. Shows some level of adaptability and requires little assistance when unexpected situations arise. Easily adapts to handle unexpected situations with minimal or no assistance. 0.10 0.00 2 Misjudges amount of time needed to accomplish work; does not monitor progress against time. Understands time requirements for work; usually monitors progress against time. Prioritizes work based on time available; continuously monitors progress against time to ensure efficiency. 0.10 0.00 3 Requires excessive time or guidance to make decisions; makes decisions without thinking about alternatives or consequences. Makes decisions within a reasonable amount of time and usually without guidance; usually thinks through alternatives and consequences. Consistently makes quick decisions on own; always thinks through alternatives and consequences before making decisions. 0.20 0.00 4 Encounters preventable, typical problems on a repeated basis. Prevents typical problems; learns from experience to handle problems that do arise. Prevents typical and unfamiliar problems; devises ways to avoid reoccurrence and to address unique problems. 0.10 0.00 5 Attempts to solve problems by only looking at surface issues; neglects to think about underlying issues or causes. Identifies underlying issues or causes of problem over time, or with assistance. Quickly and accurately identifies underlying issues or causes of problems, without assistance. 0.10 0.00 6 Acts as if his/her work does not impact other people or processes; fails to see connections beyond his/her department. Understands the big picture and potential impact of his/her work on other people or processes, yet does not always turn that understanding into action. Continually plans for how his/her work will impact other people or processes; understands the big picture relationships across departments. 0.20 0.00 7 Does not foresee simple problems; makes poor choices when prioritizing demands. Foresees simple problems and plans accordingly; prioritizes demands, but may not consider all relevant factors when doing so. Foresees simple and complex problems, and plans accordingly; effectively prioritizes demands according to urgency and importance. 0.20 0.00 Cognitive Skills—Planning/Problem Solving Overall Rating 1.00 0.00 The degree to which one the plans various steps/tasks in one's work processes, manages time, and navigates through unexpected situations. Cognitive Skills—Planning/Problem Solving Performance Management Draft Service Technician 1/30/2008Behavior Low Performance Behaviors Average Performance Behaviors High Performance Behaviors Comments Score Weight Total Score # 0 1 2 3 4 1 Does not pay attention to what others are saying. Pays attention to what others are saying. Actively listens to what others are saying and asks for clarification when needed. 0.20 0.00 2 Exhibits difficulty when responding to others' questions. Responds appropriately to others' questions. Expertly responds to others' questions, providing detailed explanations when needed. 0.20 0.00 3 Does not keep appropriate parties informed; does not notify supervisor of important issues when needed or required. Makes some effort to keep appropriate parties informed; notifies supervisor of important issues when needed or required. Proactively keeps appropriate parties informed; quickly notifies supervisor of important issues when needed or required. 0.20 0.00 4 Does not speak clearly and logically. Speaks clearly and logically. Displays exceptional speech clarity and logic. 0.20 0.00 5 Does not complete paperwork and written documentation in a timely and legible manner. Usually completes paperwork and written documentation in a timely and legible manner. Consistently completes paperwork and written documentation in a timely and legible manner; provides suggestions for improvements/ways to enhance efficiency. 0.10 0.00 6 Makes several errors in paperwork and written documentation. Usually completes paperwork and written documentation accurately. Consistently completes paperwork and written documentation with a high degree of accuracy. 0.10 0.00 Cognitive Skills—Communication Overall Rating 1.00 0.00 The degree to which one is able to adequately convey and receive messages and maintain open exchanges of information through speech and writing. Cognitive Skills—Communication Performance Management Draft Service Technician 1/30/2008