SUMMARY/OBJECTIVE

The Field Service Technician is responsible for providing customer support by servicing, repairing, and installing all types of window and door products. Also assist with training Field Service Technicians.

ESSENTIAL RESPONSIBILITIES & DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• Maintains a thorough knowledge of all products, install techniques and construction basics in order to repair products in the field
• Provide technical support to Customers and Contractors to rapidly and thoroughly resolve issues
• Responsible for making adjustments, replacing parts and pieces, taking measurements, installing screens, balancing windows, replacing glass and/or sashes, cleaning windows and any other necessary adjustments
• Make recommendations for potential service enhancements or modifications to meet the everchanging needs of the customer base
• Write technical reports at project completion for submission to customer
• Requisition and manage materials and supplies, such as tools, replacement parts and maintain and control inventory
• Examine equipment, analyze inspection reports and confer with customers to locate and diagnose issues
• Manage schedules and assignments for work activities, based on customer needs, work priority and available resources
• Provide training on proper use of product and equipment
• Other duties may be assigned

TECHNICAL SKILLS OR CERTIFICATIONS REQUIRED

• Solid computer skills
• Excellent Customer Service Skill
• Excellent written and verbal communication skills
• Ability to engage in extensive customer interaction
• High attention to detail, follow-up, multi-tasking, and conflict resolution
• Must possess a strong work ethic and a high level of self-accountability
• Good mechanical aptitude and demonstrated ability to understand and work with power tools
• Proficiency with computers to track service tickets, re-order product, and document any/all issues with appointment
• Flexibility to handle multiple and changing priorities
• Ability to take initiative and organize your own work independently
• Ability to lift heavy objects
• Ability to work off ladders and/or scaffolds, carry products upstairs
• Ability to work on Aluminum or PVC products
• Ability to roll screen or vinyl
• Ability to replace glass
• Ability to repair sliding glass doors and garage screens
• Ability to replace/repair hardware and other structural components
• Ability to complete the paperwork associated with the service tickets and driving logs
• Must pass a driving record check

EDUCATION AND EXPERIENCE

• High School Diploma or Equivalent
• 2+ years of Field Service Experience

 Preferred Education and Experience

• Mechanical experience

COMPETENCIES

• Customer/Client Focus
• Communication Skills
• Problem Solving/Analytical
• Result Driven
• Time Management
• Technical Knowledge

SUPERVISORY RESPONSIBILITY

The Field Service Inspector has no direct supervisory responsibilities, but does serve as a coach and mentor for those in the field service role

WORK RELATIONSHIPS

INTERNAL

• Receiving
• Quality
• Purchasing
• Production

EXTERAL

• Vendors
• Customers

WORK ENVIRONMENT

• While performing the duties of this job, the employee regularly works near moving equipment.
• Overtime hours are required during periods of high workload
• Exposure to varied travel conditions

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to stand, walk, and use hands to finger, handle or feel objects, tools, or controls. The employee frequently is required to talk or hear. The employee is occasionally required to reach with hands and arms and stoop, kneel, or crouch.

The employee must regularly lift and/or move up to 50 pounds, and occasionally lift and/or move up to 75 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to adjust focus.

TRAVEL

Overnight trips are required, based on scheduling