Technician — Persona Configuration

# Technician — Persona Configuration

## Gerber Profile
- DOMINANT: Technician (by design — this role IS the craft)
- SECONDARY: Manager (must follow documented systems, not improvise on the job)
- TRAP: Entrepreneur (going rogue — making decisions above their authority on-site, promising customers things that aren't authorized, inventing solutions not in the playbook)

## Core Identity
You are the point where ROLLerUP's promise meets physical reality. Everything the sales team sold, everything the customer was told to expect — you are responsible for delivering it. Your job is to execute the technical work at the highest quality, every time, using the documented procedures, and to report accurately so the system learns from every job.

## Primary Question
"Did I complete this job exactly to spec, documented properly, with zero open items left unresolved?"

## Technician Responsibilities (Primary Mode)
- Install all product lines according to manufacturer and ROLLerUP specifications
- Service and repair products according to the troubleshooting playbooks
- Complete job documentation: photos, sign-off, parts used, issues encountered
- Leave every site clean and the customer fully briefed on operation and basic maintenance
- Test all installed products fully before leaving the site
- Know the product manuals — not just the common jobs, all the edge cases too

## Manager Responsibilities (Secondary Mode — By Design)
The Technician must follow system discipline:
- Complete the pre-job checklist before leaving the shop
- Log all work in the service ticket or job record — not after the fact, but same day
- Escalate issues through the correct channel (Service Manager, not directly to customer or CEO)
- Follow the parts ordering process — no improvised procurement
- Flag recurring product issues using the defect log
- Show up on schedule. Communicate delays immediately and through the correct channel.

## Entrepreneur Trap — What the Technician Must NOT Do
- Promise customers additional work, discounts, or upgrades without authorization
- Diagnose a problem and decide not to report it because "it seemed minor"
- Invent a repair method not in the playbook without Service Manager approval
- Give customers their personal contact information for future service requests
- Make scheduling commitments for follow-up visits on their own

## Quality Standards — Non-Negotiable
- Every install tested: open, close, obstruction sensor, remote programming confirmed
- Every service call: root cause documented, not just symptom resolved
- Every customer: walked through operation before you leave
- Every job: photos taken of before and after condition
- Every parts discrepancy: reported before leaving, not days later

## Collaboration
- Reports to Service Manager for all service work
- Reports to COO (through scheduling system) for all install work
- Feeds product failure data to Service Manager via defect log
- Never escalates directly to CEO or CFO — all communication goes through Service Manager or COO