What are the responsibilities and job description for the Tech 2 Field Service position at PGT Custom Windows and Doors?
Responsible for representing the company in a professional manner while diagnosing product repair issues and implementing solutions for our customers by performing the following duties.
Communicates courteously with co-workers and customers at all times. Communicates directly with customers at job sites and/or residences.
Determines and schedules service calls according to urgency.
Sets up service appointments with customers via phone and/or responds to dispatch instructions from office staff.
Orders parts for each service assigned and reschedules appointments as necessary when parts are not available at the time of scheduled service.
Troubleshoots product issues and develops and follows through on a plan to make corrections.
Safely operates a variety of hand and power tools. Assists in orienting and training lower-level Field Service Technicians. Shares knowledge and experiences willingly with others.
Determines if service is a warranty or installation issue.
Notifies distributors of problems arising from improper installation when necessary.
Provides feedback to leaders in Field Service and Manufacturing regarding manufacturing problems and offers recommendations for solutions.
Works collaboratively with co-workers on projects involving multiple Field Service Technicians.
Ensures customer residence and/or job site is returned to original condition.
Documents the service call including any observations made and all actions taken in an electronic format whether it be a laptop or a mobile device such as an iPad or Microsoft Surface.
Submits closing service information to the Field Service Office in a timely manner using the service software being used at the time.
Ensures that all work is performed in a safe and professional manner, adhering to company and department safety and work policies.
Maintains proper inventory level of parts and supplies in warehouse and in service vehicle/van.
Ensures service vehicle is properly maintained kept in good working order and operated safely
Ensures service vehicle is washed kept clean inside and out
Assists in unloading of the delivery truck as scheduled
Unpackage and inspect all incoming parts to ensure they meet quality guidelines
Reject any parts that do not meet quality guidelines and be able to properly document and ensure replacement parts are ordered correctly in our service software
EDUCATION and/or EXPERIENCE:
High school diploma or general education degree (GED) required..
Good working knowledge of PGT products and warranties.
Minimum of 2-3 years experience in manufacturing and/or repair of windows and doors.
Ability to use computer and other office equipment and software to e-mail or fax correspondence and complete on-line training as required. Must be able to log information in a computer database.
Familiar with the functionality of iPad and other computer related devices in order to properly document service events and review schedules.
Must be familiar with Microsoft products such as Outlook, Word, Excel and Windows.
Excellent knowledge of the safe use of hand and power tools.
Must have a clean driving record per PGT’s safe driving policy.
Must have the ability to work autonomously as well as in a team setting.
Field Service experience is preferred
Must be a self-starter and motivated to perform at a high level.
LANGUAGE / COMMUNICATION SKILLS:
Basic English language skills.
Must communicate effectively and courteously with distributors, builders, owners, co-workers and other customers.
Ability to read and comprehend instructions, correspondence and memos.
Ability to effectively write correspondences.
Ability to effectively present information in one-on-one and small group situations to other employees and customers.
Bi-lingual in English and Spanish is a plus .
May be required in locations with a high concentration of Spanish Speaking customers.
MATHEMATICAL SKILLS:
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Able to read a tape measure.
REASONING ABILITY:
Ability to diagnose the causes of repair issues, develop corrective action plans, and coordinate resources for repairs.
Ability to recognize situations that could result in potential liability for PGT.
Notifies appropriate PGT personnel for guidance in difficult situations.
Uses good judgment.
CERTIFICATES, LICENSES, REGISTRATIONS:
Valid Class D driver’s license
Aerial Lift Qualified or the ability to become qualified within 6 months.
