Field Service Technician

The Colorado Floor Company•Cuyahoga Falls, OH

91d•Hybrid

About The Position

The Field Service Technician is responsible for the servicing of window warranty inquiries within their respective markets. This position enhances the customer experience by providing exceptional service, training, and support. This position will also work directly with the Alside Supply Centers and customers within the market and will regularly report to the manufacturing plant to support Quality and Continuous Improvement efforts.

Requirements

High School diploma or equivalent.
Minimum 3 years of experience with residential windows and siding, including product knowledge, installation, service, or customer support, or a related field.
Self-starter with strong organizational skills and a commitment to exceeding customer and company expectations.
Represents the company with professionalism and a strong customer-focused approach.
Basic proficiency with Microsoft Office (i.e. Word, Excel, PowerPoint, Outlook).
Daily interaction with homeowners at residential properties and construction site supervisors at active job sites.
Able and willing to travel regionally up to 90-95%; company-issued vehicle provided.
Must maintain a valid state-issued driver's license and an excellent driving record.
Exposure to seasonal outdoor elements while traveling and working in the field, including temperatures ranging from extreme heat to extreme cold.
Employees must wear company-issued Personal Protective Equipment (PPE) as required.
Ability to work on ladders and lifts in accordance with safety guidelines.
Physical demands include standing, walking, sitting, lifting, carrying, climbing, pushing/pulling, forward bending, reaching, kneeling, crouching, squatting, crawling, postural balancing, manipulating, trunk rotation, handling, gripping, and talking (hearing).

Responsibilities

Deliver excellent in-home window service experience by providing improved service turn-around time and delivering first time resolution through effective diagnosis and remediation planning.
Evaluate product concerns against manufactured specifications and warranty coverage.
Support Product Engineering and Quality improvements through professional, data-driven feedback and analysis about product application.
Visit customer locations on a regular schedule and perform planned and unplanned in-home diagnosis and remediation activities.
Objectively assess and evaluate windows against design and manufacturer specifications. Check window/sash installations to ensure proper operation, cleanliness, and customer satisfaction.
Determine if issues are window or installation driven and report findings in a detailed and fact-based manner. Provide feedback to the company regarding customer and installer performance.
Assist or facilitate problem solving initiatives for customers and give feedback/techniques on how to fix the issue.
Perform functionality tests on product and provide technical support as needed arising from corporate requests.
Provide window installation seminars and aid in the creation of training materials. Independently perform field inspections as required and train others in the process.