Field Service Tech II- Long Island

Andersen Corporation • New York, NY

2d • Onsite

About The Position

Responsible for the delivery/execution of Enterprise service solutions that elevate the Customer Experience across all business units. To represent the Andersen brand and encourage/promote the long-term use of Andersen Enterprise products and services. Promote corporate goodwill while limiting liability to the enterprise.

Requirements

• High school diploma and valid driver's license with clean driving record
• 2 or more years window installation experience (preferably Andersen products) strongly preferred
• Customer Orientation
• Maintains high standards of dependability, including but not limited to: Satisfactory attendance, safety compliance and time management
• Ability to work with customers in their homes/job site while assuring a clean, safe and clutter-free worksite
• Knowledge of products, service procedures and construction methods
• Basic computer skills and the ability to work with or learn applicable software applications (ex. WebWindowCare, Word, Excel, Powerpoint, Field Service mobile app)
• Able to climb and perform work activities while on ladders/scaffolding or other lift-devices.
• Ability to carry, lifts/maneuvers materials and products up to 70 lbs., independently; and able to lift/maneuver items weighing more than 70 lbs. by enlisting other associates for assistance.
• Basic problem-solving skills
• Strong communication skills
• Time management skills
• Meets the skills and competency requirements needed for Field Technician I plus: Solid and extensive knowledge of entire product suite, service procedures, and construction methods
• Strong problem-solving skills
• Tolerance of ambiguity
• Flexibility
• Demonstrates mid-level problem solving skills
• Basic to moderate selling skills
• Strong time management skills
• Ability to train others on technical applications and product requirements

Nice To Haves

• 2 or more years window installation experience (preferably Andersen products)

Responsibilities

• Direct Delivery of advanced/complex service solutions for customers to promote the value of the Andersen brand.
• Dismantles and replaces windows and doors in a customer setting, respectful of the customer’s environment.
• Performs repairs to windows / doors and installs replacement parts and product on the jobsite as prescribed and/or as technician deems necessary.
• Works independently or as part of a team, as necessary.
• Authorizes and makes field decisions as to the extent of repair or replacement necessary, including adjusting original diagnosis and resolution offered to a moderate-mid range level.
• Presents a professional image while completing repairs, adjustments and replacements in a timely manner.
• Enforces warranty compliance. Communicates and disseminates warranty policy information.
• Completes documentation accurately and promptly (ex, Expense Reports, Job Assessments, Hours, Travel Advance). Completes electronic paperwork of assigned tasks in an accurate manner.
• Able to monitor and document product performance. Communicates with responsible service support personnel on issues or product performance observations and trends.
• Tactfully resolve difficult situations with customers (internal/external)
• Maximizes customer experience process by offering in-home labor, sales, and surveys to customers while on job sites.
• Adheres to all Andersen Window and Door policies, procedures and processes.
• Maintains proper vehicle and equipment maintenance including Inventory management located in the vehicle or other facility.
• Participates in & creates new service procedures for unique technical issues.
• Is present for and reports findings from formal water tests.
• Travel – in and outside of the Divisions somewhat regularly.
• Documents findings high sensitivity/legal jobs.
• May contribute as a subject matter expert representing the field service perspective (VoC) on installation and/or field service training
• Willingness to travel outside primary market area to support service organization as needed.
• Assists in product and service procedure training
• In-home selling of options and upgrades, including labor.
• Other field service / support duties as assigned.
• Provides on-site direction of crew as needed.
• Some direction of others on job-sites/field projects

Benefits

• 401 (k) Plan, Employer Fixed Contributions & Company Matching
• Profit Sharing
• Medical, Dental and Vision Coverage
• Flexible Spending Accounts (FSAs), Health Savings Account (HSA) and Health Reimbursement Account (HRA)
• Life Insurance
• Paid Time Off & Paid Holidays
• Paid Maternity Leave & Paid Parental Leave
• Career Growth Planning & Nationwide Career Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED