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About the Role
The Field Service Technician is responsible for servicing window warranty inquiries within their respective markets, enhancing the customer experience through exceptional service, training, and support. This role involves working directly with Alside Supply Centers and customers, and reporting to the manufacturing plant to support Quality and Continuous Improvement efforts.
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.
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).
Skills
- Product knowledge
- Installation
- Service
- Customer support
- Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Diagnosis
- Remediation planning
- Data-driven feedback
- Analysis
- Problem solving
- Technical support
- Training
- Field inspections
Location
- Regional
Work Type
- Field Service
- Travel
Experience Level
- Minimum 3 years of experience
Education Level
- High School diploma or equivalent
Benefits
- Company-issued vehicle provided
- Total Rewards
About the Company
- Associated Materials, LLC combines a rich history in innovation with an unwavering commitment to continuous improvement and the customer experience.
- For decades, we have provided exterior building products that have helped build homes and communities across North America.
- As a leading manufacturer and distributor of exterior building products, we offer a welcoming and supportive work environment driven by safety and our core values.
- We are a team of more than 3,500 employees who are proud to enhance the places we live with quality, innovative, and sustainable products.
- Headquartered in Cuyahoga Falls, Ohio, we are a leader in the building products industry, operating as three businesses: Associated Materials Innovations, Alside® and Gentek® Building Products.
- Our core values guide us to prioritize safety above all else, lead with trust, and speak the truth.