Customer Service Field Technician

Description

Company Overview: Whirlwind Steel is a premier metal building manufacturer specializing in the design, fabrication, and delivery of top-quality metal structures. Our unwavering commitment to excellence, innovation, and customer satisfaction has positioned us as an industry leader. This has allowed us to become creators and distributors of buildings and products that people use to live, learn, worship, work, and play.

Job Summary: The Buildings Customer Service Representative is a key internal contact for our customers, managing a range of field-related issues with professionalism and technical expertise. This role is responsible for ensuring customer satisfaction and facilitating smooth communication across departments to resolve issues related to drafting and detailing, engineering, material shortages, deliveries, back charges, and erection challenges. The ideal candidate will be customer-focused, solution-oriented, and possess a strong understanding of steel building processes and project coordination.

Key Responsibilities

• Serve as the main point of contact for customers, managing inquiries and issues through phone and email to deliver exceptional service.
• Assist customers with various field-related challenges, including drafting and detailing questions, engineering inquiries, material shortages, delivery updates, back charges, and on-site erection problems.
• Work closely with internal teams, including drafting, engineering, manufacturing, and logistics, to route customer issues to the appropriate departments and ensure timely solutions.
• Liaise with manufacturing plants on project-related questions to align customer expectations with plant operations.
• Uphold the company's commitment to quality and reliability, embodying our brand promise and core values in every customer interaction.
  
  

Additional Information: This is primarily an in-office role with occasional opportunities for travel to local job sites as needed to gain insight into project challenges and assist customers directly.

Benefits: This is a full-time position with competitive compensation and benefits package, including health insurance, 401(k) plan, and paid time off.

Requirements

Qualifications:

• High School diploma or equivalent
• Minimum 5 years of experience in the steel or pre-engineered metal building (PEMB) industry, with a strong understanding of industry terminology.
• Ability to read and interpret metal building erection plans, shop details, trim details, architectural blueprints, and contract documents.
• Excellent written and verbal communications skills for managing customer expectations and facilitating cross-department collaboration.
• Strong organizational and problem-solving skills with a focus on customer satisfaction and timely issue resolution.
• Skilled in Microsoft Word, Excel, and CRM systems for effective record-keeping and data-entry.
• Prior experience in metal building erection or on-site project coordination is a plus.