Field Service Technician

Job Locations US-NE-Lincoln
Job ID
# Positions


The Field Service Technician will provide Technical support via diagnostic phone support and field support regarding product information and installation to internal/outside 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.


The ideal candidate should be located in or around the Des Moines, IA or Lincoln/Omaha Nebraska area. This position covers  all of IA and parts of NE, SD, KS.


Construction/Building Material experience is a must.



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 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 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



  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 covers all of Iowa as well as parts of Nebraska, South Dakota and Kansas.




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

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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