Field Services - Technical Support Specialist - Glazing

The Glass Guru Enterprises•Plano, TX

4d•$75,000 - $85,000•Hybrid

About The Position

Field Services - Technical Support Specialist (Glazing) The Glass Guru is a rapidly growing national franchise brand with over 85 locations across the U.S. As we continue to scale, we are investing in a stronger, more performance-driven digital presence to support both franchise growth and customer acquisition. Position Overview: The Field Services - Technical Support Specialist works under the supervision of the VP of Franchise Support and is central to the success of the Franchise Support Department. This position is fast-paced and multi-faceted. The Technical Support Specialist will assist with all aspects of franchisee field services technical support to assist in producing successful, compliant, and profitable franchise locations. Additional projects and tasks may be assigned by the VP of Franchise Support. We are looking for hard-working, team players who possess: Experience in glass, glazing, home services franchises (NOT auto glass) Business acumen Passion for positively impacting independent business owners Ability to travel up to 25% of the time Aptness to work at a fast pace while maintaining high-quality work Commitment to service excellence and continuous improvement and growth

Requirements

7+ years of residential glass and glazing experience
Strong IGU installation knowledge
Strong familiarity with different window systems
Measurement and product ordering expertise
Strong troubleshooting and problem-solving skills
Clear written and verbal communication
Ability to follow structured processes
Ability to train and communicate clearly and effectively
Ability to effectively use various forms and tools of communication to achieve goals and franchisee understanding

Nice To Haves

Home services franchise experience is a great plus

Responsibilities

Answer and respond to incoming technical support requests via hotline, tickets, and email
Troubleshoot basic to complex field service and operational issues across our menu of services
Provide clear, step-by-step guidance to franchisees
Standardize and enforce quality measurement protocols for all service offerings
Create and maintain technical guides, diagrams, videos, and field resources
Support new franchisee onboarding and field coaching
Assist with advanced services (showers, windows, light commercial) when appropriate
Infrequent travel to franchisee locations may be required at the request of the VP of Franchisee Support
Reduce errors, rework, and inefficiencies