Field Service Representative

Company Description

For nearly 70 years, MasterBrand has been shaping the places where people come together, enriching lives and creating meaningful memories for our customers. That, combined with our stylish products, expansive dealer and retail network, and dedicated associates, has helped make us the number one North American residential cabinet business. Our unique culture of continuous improvement is based on trusting the tools, empowering the team and moving forward, and is kept alive by our more than 14,000 associates across 20 plus manufacturing facility and offices. Visit www.masterbrand.com to learn more and join us in building great experiences together!

Job Description

The Rep, Field Services II reports to the Manager, Operations & Install. The Rep, Customer Services II position plays a key role in servicing our customers. This role is responsible for completing field measurements of homes before ordering cabinets, monitoring cabinet installations in the field, performing minor troubleshooting, and conducting quality checks after installation.

Responsibilities:

• Conduct precise measurements and quality inspections for cabinet installations at all locations, comparing them with the plans to verify order accuracy and ensure proper installation.
• Establish and maintains key relationships with customers.
• Monitor the progress of building for assigned customer locations to maintain accurate field measurements and lead times for installations.
• Coordinate efforts with sales representatives and Order Specialists when field measurements do not adhere to plans.
• Coach Installers and Service Technicians to drive results as required.
• Communicate with the site superintendent regarding field measurement results and job completions.
• Conduct minor troubleshooting and punch outs.
• Deliver and install parts as a follow-up to the initial installation.
• Ensure customer satisfaction by conducting quality walks and preparing punch lists at job sites using Salesforce.
• Operate company vehicle and performs all responsibilities in compliance with safety rules, regulations, and good housekeeping practices.
• Collaborate closely with the Customer Service Representative, Order Specialist, and Sales Representative on issues that require additional attention.
• Develop in-depth knowledge of all MasterBrand strategic business units. Leverages ideas from other reviews and co-workers to provide value-added recommendations and best practices to others. 
• Demonstrate teamwork by responsively collaborating with the Field Services management and staff, sharing information and ideas, proactively seeking, and accepting constructive feedback, and accepting additional assignments when appropriate. 

CHARACTERISTICS AND ATTRIBUTES:

Make the team better 

• Celebrate success; give feedback to improve
• Get actively involved and share your perspective

Be bold

• Make big commitments to deliver big results
• Fail fast

Champion improvement

• Trust the tools to drive results
• Don’t wait for someone else to find a better way

Qualifications

• Ability to calculate figures and amounts, such as profits, losses, sums, differences, products, quotients, percentage, area, circumference, volume, field measurements.
• Willing to travel 75-100% of the time.
• Qualified and capable of driving a company vehicle to visit all designated job sites. Valid driver’s license and clean driving record (this includes no moving violations within the last 12 months, no "2 point" violations within the last 3 years, and no DUIs within the last 7 years.
• Strong service mentality- dedicated to satisfying the customer.
• Ability to nurture long-term relationships.
• Proficient in accurately inputting and documenting orders, with a strong emphasis on attention to detail. Organizational skills to keep tools and paperwork organized while in the field.
• Self-motivated and team oriented.
• Capable of working effectively in a fast-paced team environment while managing multiple priorities.
• Proficient in adhering to established guidelines and developing enhanced procedures.
• Adept at remaining calm and composed in stressful situations.
• Possesses strong time-management skills to handle appointments efficiently and maintain schedule adherence.
• Effective communication (written and verbal); clearly, concisely with all levels of skilled trades, internal and external customers.
• Proficient computer skills in Microsoft Office, including Word, Outlook, and Excel.
• High school diploma or GED equivalent minimally required.
• Associate’s d