Service Technician

US
Job ID
2017-2610
# Positions
1

Overview

The service technician will utilize safe, cost-effective methods to service installed simonton windows, based upon the written warranty specifications.  The goals are to maintain quality product in the field, while minimizing costs and strengthening customer satisfaction.

Responsibilities

  1. Review and manage scheduled services to closure in a timely and efficient manner.
  2. Evaluate end user (residential & commercial) complaints and determine best resolution with the goal being to resolve on the first visit to the location.
  3. Perform window modifications, enhancements, and field repairs.
  4. Report complaints, diagnosis and resolution information in accordance with established procedural guidelines and SOPs.
  5. Travel to customer locations to perform product training, provide assistance, and resolve issues, etc. as required. 
  6. Utilize helper or temporary services assistant for large jobs as required, so repairs can be made safely. 
  7. Provide care and maintenance of all company provided tools/assets (vehicle, computer, tools, rental equipment, etc.)
  8. Manage all activities of the position within budget.
  9. Provide a communication link between the customer and the company to help ensure effective service is provided to the customer. 
  10. Travel extensively throughout assigned region and fellow technician’s regions, as needed.
  11. Maintain all service requirements within established monthly objectives and yearly goals.
  12. May perform other duties as assigned

Qualifications

Education:          High School Diploma Required

 

Experience:         Service Experience or Window Knowledge Preferred

                          Good Driving Record Required

 

Skills/Abilities:   Ability to understand and interpret the customer’s claim

                              Ability to balance Customer Service with company policy

                                             Ability to analyze a situation to determine the root cause and      identify a solution 

                              Ability to communicate effectively, both orally and written

                              Strong analytical skills

                              Ability to self-direct and take initiative

                              Strong interpersonal skills

                              Ability to work with all customers effectively (internal and external)

               Advanced problem-solving skills

               Demonstrates a high level of attention to detail

               Use of computers along with Microsoft Word and Excel programs

Other:                  Travel is a main requirement of the position

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