What are the responsibilities and job description for the Field Service Tech Lead position at Forte Opening Solutions?

Job Details

Job Location

Tampa, FL

Remote Type

Fully Remote

Job Category

Customer Service

Description

At Forte Opening Solutions, we don't just manufacture doors; we create pathways to possibilities. We empower our employees to shape the future of our industry. Join a team where craftsmanship meets cutting-edge technology, and where your ideas can open new doors. Together, we build not just products, but a culture of excellence and collaboration.

The Field Service Tech Lead is responsible for managing a team of Field Service Technicians in the installation and repair of Forte Opening Solutions wood doors and accessories. This individual will collaborate with the Warranty Specialist-Field Repair Lead, Customer Service, and the Quality Teams to research root cause and coordinate site visits to resolve Warranty issues. To be successful, you must enjoy engaging with customers, solving problems, be a strong collaborator, and be willing to share and document knowledge from your experiences in the field.

Responsibilities

Generate knowledge base of common problems found in the field and the documentation required to repair / replace components to solve those problems.
Create training materials for building a strong team of field service technicians.
Travel to customer sites to provide onsite support, troubleshooting, repair, and installation of doors and door hardware.
Interface with the Forte Opening Solutions Quality Engineering team to provide feedback on field failure analysis and common issues to help improve manufacturing processes and product design.
Retouching and color matching stained and painted doors to blend with existing finish.
Installation of door hardware in both non-rated and fire rated doors.
Disassembly and reinstallation of access control systems and other electro-mechanical products as part of repairing or rehanging doors.
Ability to operate power and hand tools both safely and skillfully.
Represent Forte Opening Solutions professionally to satisfy customer needs and encourage return business.

Background / Experience

Excellent clerical and organizational skills to keep track of schedules, routes, and personnel.

Strong communication skills and organization. Able to work well in a team environment.

Proficient using Apple iPads, iPhones, and software applications (Outlook, Excel, Dynamics CE, GoCanvas, iPhone / iPad camera) for documentation of claims.

Candidates with experience in door repair and installation or production who are familiar with our quality control processes would thrive in this position.

Ability to work under stress and remain calm when interacting with site contacts during Warranty site visits.

Perform basic math problems using addition, subtraction, multiplication, division, fractions, and decimals.

Excellent problem-solving skills and attention to detail required.

Good technical aptitude. You must be comfortable with learning new technology quickly and embracing change.

Capable of reading electrical schematics and wiring diagrams for troubleshooting purposes. Experience working with low voltage electrical wiring.

Ability to read and interpret electrical schematics, wiring diagrams, blueprints, installation instructions, hardware templates, and procedure manuals.

Qualifications

Qualifications :

H.S. Diploma with 5 years of work experience or Technical School graduate with 3 years of work experience. Previous commercial construction experience is preferred.

Must have valid and unrestricted drivers license with an acceptable driving record.

Forklift certification is a plus.

Domestic travel up to 95% and may include occasional weekends.

Physical Demands

Use and work on ladder at low elevations.

Employee must have clear, close vision for reading and repairing of products. Must be able to perform color comparisons and have effective visual color discrimination.

Job may require reaching at or above shoulder level and below waist. Will occasionally lift / push / pull up to 80 pounds. Can perform activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.

Jobsite visits are subject to temperature variations, hazardous chemicals, mechanical parts, increased noise levels and dust.

Company will provide tools, work vehicle, and PPE equipment for all site visits.

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