Technical Specialist/Field Service Technician

US-IA-Des Moines
Job ID
2017-2577
# Positions
1

Overview

About Ply Gem:

 

At Ply Gem, we make it possible for every homeowner and professional to enjoy a beautiful, custom-looking home exterior that’s also energy efficient and low maintenance. From siding and stone to windows, trim, gutters and accessories, we manufacture the products homeowners and professionals need to create the home exterior of their dreams – one with character and curb appeal, which stylishly expresses their individuality.

 

 

Technical Services Specialist:

 

Provide Technical support via diagnostic phone support and field support regarding product information (for exterior windows and doors) and installation to internal/outside Simonton associates, distributors, contractor/installers and consumers. The support is both pre-sale and post-sale and at times, includes special project such as new product designs and large field project.

 

Located in or around the Des Moines area and covers  all of IA and parts of NE, SD, KS

Responsibilities

 

Specific Responsibilities:

 

Diagnostic/Technical Support Hot Line

  1. Manage a weekly assigned office schedule to support Technical Hot Line and Technical Specialist ACD phone queue which may consist of 4 Technical Specialist per day
  2. Manage a diagnostic claims queue by researching and investigating each claim to determine best course of action to resolve complaint
  3. Communicate to all parties involved as needed to assure customer satisfaction
  4. Update CRM data system with all claim information            

 

 

            Field Support/Site Visits 

  1. Manage efficient scheduling and execution of assigned site visit claims
  2. Communicate outcome and update claims in CRM as needed
  3. Provide feedback regarding product design and quality issues to the appropriate people to achieve continues improvement efforts and ensure customer satisfaction

 

             Training and Special Projects

  1. Support Preferred Installation training for Customer and Contractors
  2. Provide repair and troubleshooting training to Customers and Contractor
  3. Manage large field projects by coordinating supplies, materials and labor as necessary
  4. Support new product and product refinement project as assigned

 

             Others

  1. Operate within allotted budget
  2. Maintain company vehicle
  3. Manage parts inventory to improve 1st touch closure rate on site visit claims
  4. Manage process and product changes to ensure there we don’t disrupt our service proposition and commitment to our customers
  5. Position is home office based covering the Ohio territory.

 

Qualifications

Education/Experience:

  • Should have a technical understanding of windows and installation process.
  • Must be able to pass drug screen and background check including driving check.

Simonton Windows, part of Ply Gem, is an Equal Opportunity Employer.

 

 

Why work for us?

 

In business for more than 70 years, Ply Gem provides a strong foundation where you can build your career. With multiple units, we offer a progressive and vibrant work environment and wide range of career opportunities. With more than 7,000 associates throughout North America, Ply Gem is dedicated to promoting personal growth, encouraging innovative thinking, and cultivating diversity. We understand the success of our company is directly related to the contributions of our associates.

 

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