Summary

Responsible for representing the company in a professional manner while diagnosing product repair issues and implementing solutions for customers.  Can serve as the key point of contact on large projects and is instrumental in training new Field Service Technicians.

Responsibilities

• Communicates courteously with co-workers and customers at all times.
• Provides guidance to ensure employees demonstrate appropriate demeanor, technical accuracy, efficiency and conformity to company policies.
• Serves as product expert providing support to staff as needed
• Communicates directly with customers via telephone or face-to-face contact at job sites or residences.
• Determines urgency of service calls and schedules accordingly. 
• May schedule own appointments by telephone or respond to direction from dispatching office staff. 
• Orders parts for each service assigned and reschedules appointments as necessary when parts are not available at the time of scheduled service.
• Troubleshoots product issues and develops and follows through on a plan to make corrections.
• Safely Operates a variety of hand and power tools.
• Performs most complex repairs independently with little or no supervision.
• Works closely with the Team Leader to plan and coordinate large or complicated projects.
• Regularly serves as a trainer for lower-level Field Service Technicians.  Shares knowledge and experiences willingly with others for training purposes. 
• Provides feedback to leadership regarding performance and developmental opportunities for lower-level Field Service Technicians’ development.
• Determines if service is a warranty or installation issue. 
• Notifies distributors of problems arising from improper installation when necessary.
• Provides feedback to leaders in Field Service and Manufacturing regarding manufacturing problems and offers recommendations for solutions.
• Works collaboratively with co-workers on projects involving multiple Field Service Technicians. 
• Operates as key point of contact when the Team Leader is not present.
• Supports Team Leader completing inspections and other functions as required
• Ensures customer residence and/or job site is returned to original condition.
• Documents the service call including any observations made and all actions taken. 
• Submits closing service information to the Field Service Office in a timely manner.
• Ensures that all work is performed in a safe and professional manner, adhering to company and department safety and work policies.
• Maintains proper inventory level of parts and supplies in warehouse and in vehicle/van.
• Ensures service vehicle is properly maintained kept in good working order and operated safely
• Ensures service vehicle is washed kept clean inside and out.

 

SUPERVISORY RESPONSIBILITIES

Assists in training lower-level Field Service Technicians and serves as key contact on large or complex jobs when the Team Leader is not present.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

EDUCATION and/or EXPERIENCE

• High school diploma or general education degree (GED) Required.
• Strong knowledge of PGT products and warranties.
• Minimum of 3-5 years experience in manufacturing and/or repair of windows and doors.
• Preferred 2-3 years of PGT specific service experience
• Ability to use computer and other office equipment and software to e-mail or fax correspondence.  Must be able to log information in a computer database.
• Good knowledge of Microsoft products such as Outlook, Word, Excel and Windows.
• Familiar with the functionality of iPad and other computer related devices in order to properly document service events and review schedules.
• Good understanding of basic business procedures, practices, and policies.
• Excellent knowledge of the safe use of hand and power tools.
• Strong conflict resolution skills.
• Must have a clean driving record per PGT’s safe driving policy.
• Must have the ability to work autonomously as well as in a team setting.

LANGUAGE / COMMUNICATION SKILLS

• Strong English language skills. 
• Must communicate effectively and courteously with distributors, builders, owners, office staff and other customers. 
• Ability to read and comprehend instructions, correspondence and memos. 
• Ability to write correspond