Service Technician Apprentice

Mountain West Windows & D•Sandy, UT

3d•Hybrid

About The Position

In your role as a Service Technician Apprentice, you learn from our team of skilled Service Technicians. Alongside them, you will put into practice what you learn, including diagnosing, troubleshooting, adjusting, inspecting, repairing, and replacing parts on all Marvin products while at customer locations. You’ll conduct proactive quality control reviews of service tickets, inspect replacement parts, and assist with technical support for inside staff. You must have a customer service, quality, and safety-focused approach to servicing all Marvin products. Trained to be responsible for the following, but not limited to: Through problem solving and diagnosis, you’ll perform and complete service jobs on Marvin products in the field. You’ll replace glass in windows or doors and install items such as window shades, blinds, muntins, screens, etc. You’ll be an advocate for your customers by providing them with helpful information on the care, operation and maintenance of their Marvin products. Generate and update all service-related paperwork following a service visit so that additional service calls can be scheduled, if necessary, and billing or credit can be completed. Conducts any necessary follow up service work or communication to achieve resolution and a “Very Satisfied” Customer Service Rating from all Customers; Serves as a Customer Service Champion at all times. Performs job site walk-throughs and completes necessary paperwork, identifies items that need attention or correction before project finalization. Collects customer payment as required. Identifies and orders parts over the phone or via email through the CSR. Loads Service van with all necessary parts and equipment daily and maintains assigned service vehicle. Abides by company Mission Statement, striving to achieve corporate goal of 100% Customer satisfaction, while making it easy for customers to do business with the company and promoting market share growth. May be asked to assist in the training of new Field Service Technicians or team members in other departments. Performs any other necessary task assigned in support of company goals or assistance with customer issues. Completes service work orders and communicates any ongoing customer or product related issues with CSR’s. Meets company safety requirements by keeping work area neat and clean, following safety precautions and wearing required safety apparel (i.e. shoes, safety glasses, fall protection, etc.), and reporting any safety issues to the manager. Must have reliable transportation and a valid driver’s license and comply with company Fleet Safety Policy. Promotes and facilitates continuous improvement activities in the department.

Requirements

High School Diploma, or GED, and dependable work history.
Prior knowledge of general construction applications and terminology and/or window and door applications or components is required.
Prior experience with power tools is required (i.e. table saw, circular or miter saw, pneumatic nail gun, power drill etc.).
Excellent verbal and written English language skills are required.
Good customer service skills (in person and via the phone).
Must be able to present information, gather information, and respond to questions from customers, managers, co-workers and the general public.
Must be a team player.
Must exhibit a strong desire to learn and promote self-growth.
Must be proactive, self-motivated, and have a demonstrated ability to follow assignments through to completion.
Attention to detail is required.
Must be able to develop trust, respect, and confidence of customers, coworkers and managers.
Must present in a clean and neat physical appearance.
Must be able to problem solve and think creatively and positively when faced with obstacles.
Ability to subtract two digit numbers and to multiply and divide with 10s and 100s.
Ability to perform calculations using units of money, time, measurement, etc.
Ability to calculate figures and amounts such as proportions, percentages, area, length, width, height, and depth.
Must have reliable transportation and a valid driver’s license.
Comply with company Fleet Safety Policy.
Strong mechanical aptitude.
Excellent driving record.
Available for periodic overtime.

Nice To Haves

Familiarity with computers preferred.
Expected to develop proficiency in Marvin proprietary software (i.e. OMS, Salesforce etc.) and/or company email systems (Outlook).

Responsibilities

Diagnosing, troubleshooting, adjusting, inspecting, repairing, and replacing parts on all Marvin products while at customer locations.
Conducting proactive quality control reviews of service tickets.
Inspecting replacement parts.
Assisting with technical support for inside staff.
Performing and completing service jobs on Marvin products in the field.
Replacing glass in windows or doors.
Installing items such as window shades, blinds, muntins, screens, etc.
Providing customers with helpful information on the care, operation and maintenance of their Marvin products.
Generating and updating all service-related paperwork.
Conducting necessary follow up service work or communication to achieve resolution and a “Very Satisfied” Customer Service Rating.
Serving as a Customer Service Champion at all times.
Performing job site walk-throughs and completing necessary paperwork.
Identifying items that need attention or correction before project finalization.
Collecting customer payment as required.
Identifying and ordering parts over the phone or via email through the CSR.
Loading Service van with all necessary parts and equipment daily.
Maintaining assigned service vehicle.
Abiding by company Mission Statement.
Assisting in the training of new Field Service Technicians or team members in other departments.
Performing any other necessary task assigned in support of company goals or assistance with customer issues.
Completing service work orders.
Communicating any ongoing customer or product related issues with CSR’s.
Meeting company safety requirements by keeping work area neat and clean, following safety precautions and wearing required safety apparel.
Reporting any safety issues to the manager.
Promoting and facilitating continuous improvement activities in the department.