Sr Technical Support Associate

Owens Corning•Lexington, KY

About The Position

The Sr Technical Support Associate performs technical services at customer sites and in the field. The role evaluates doors rejected by customers, documents claims in the CRM or on a claims sheet, and communicates observed problems to plants for corrective action within the timeframe set by Masonite processes. It also repairs doors under warranty, aiming to satisfy customers while using cost-effective repair methods. The position schedules customer and jobsite visits and plans travel to arrive on time. It records work time in Masonite’s timekeeping system and manages company-related money, transactions, credit cards, receipts, and expense reports. The employee works under direct supervision and follows detailed guidelines for moderately complex repairs and installations, contacting the Field Service Manager promptly when field issues arise or assistance is needed. The position may also include field inspections, repairs, and meetings with sales staff or management. The associate serves as a professional liaison between the company and customers, maintaining a positive attitude even in difficult circumstances, and performs other duties as assigned. Travel is required approximately 75% of the time and may include overnight stays. The position is salaried non-exempt.

Requirements

High school diploma or equivalent GED.
Two to four years of experience communicating directly with customers, or an associate degree in business in lieu of that experience.
Proficiency in Microsoft Office, including Outlook, MS Teams, and Word.
Competent use of handheld measurement tools, including a tape measure, level, and micrometer.
Valid driver’s license to operate vehicles within the United States.
A vehicle that can be used to visit customers and transport large hand tools, including an eight-foot level.
Meet minimum insurance requirements for Masonite’s Motus program.
Easy access to a major airport.
Ability to lift 50 pounds.

Nice To Haves

Two to four years of experience in quality or field technician work.
Two to four years of experience working with doors.

Responsibilities

Evaluate doors rejected by customers and enter claims into the CRM or document them on a claims sheet.
Communicate observed problems to plants for corrective action within the timeframe specified by Masonite processes.
Repair doors under warranty in a timely manner, satisfying customers while using cost-effective repair methods.
Record all time worked in Masonite’s timekeeping system.
Schedule customer and jobsite visits and plan travel to arrive on time.
Manage monies, money transactions, credit cards, receipts, and timely submission of expense reports.
Perform moderately complex repairs and installations under direct supervision and according to detailed guidelines.
Contact the Field Service Manager immediately when field issues arise or assistance is needed.
Undertake additional duties, including field inspections and repairs, as assigned by the Field Service Manager.
Meet with sales staff or management to conduct inspections when required.
Act as a professional liaison between the company and customers, maintaining a positive attitude in difficult circumstances.
Perform other duties assigned by the supervisor.