Virtual Field Service Technician

Jeld-Wen Inc.

1d•$21 - $32•Remote

About The Position

The Virtual Field Service Technician supports JELD-WEN’s commitment to providing world-class after-sales service. This customer-facing role uses Visual Remote Assistance (VRA) to resolve customer requests or initiate claims. The technician helps assess product and installation issues, identify solutions or required parts, and provide virtual support to field technicians.

Requirements

High school diploma or GED.
Extensive field service experience.
Extensive knowledge of JELD-WEN products.
Ability to capture accurate product and installation measurements.
Professional communication skills.
Ability to work remotely without supervision.
Ability to understand and apply JELD-WEN policies and procedures.
Microsoft Office skills.
Passion for providing an exceptional customer experience.
Team-player attitude.

Nice To Haves

Previous experience with Titan and Salesforce operating platforms.

Responsibilities

Use the VRA application to communicate with customers and understand product or installation issues.
Resolve customer issues or identify the parts needed to resolve them.
Write detailed reports of virtual appointments.
Provide virtual support for field technician questions.
Report systemic product issues to the relevant manufacturing entity.
Audit newly created Field Service Tasks.
Assist in developing Standard Operating Procedures for Site Services.
Research product information.
Audit work orders to verify crew size and job durations.
Identify and communicate potential safety concerns.
Perform other duties as assigned.