Andersen Field Service Technician I/II - (20554) in Northborough, Massachusetts

Description

PURPOSE:

Provides superior customer service on RbA products.


PRIMARY RESPONSIBILITIES:

  • Analyzes customers situations, determine corrective action to be taken, and verify that the action taken has fixed the situation.

  • Interfaces with customer in a respectful manner, giving the customer the information and explanations that are helpful in understanding the situation and corrective action; Remains focused on customer’s issues and concerns; responding to requests in a thorough and timely manner.

  • Self-manages assigned work schedules and work orders; set priorities and schedule appointments with customer. Is dependable & punctual in meeting commitments to co-workers and customers.

  • Completes and submit required paperwork that is neat, accurate, and thorough; ensure that all paperwork is completed in a timely manner.

  • Keep team members (sales, CSRs, other service reps, management, etc.) informed as needed of customer interactions & actions taken.

  • Follows established Renewal processes, making recommendations for process improvement. Keeps current on RbA product & installation process changes. Recommends, and may write, technical tips for Renewal installation or service. Helps maintain an updated service procedure manual.

  • Coaches, trains & supports service team members; looks for opportunities to learn from others & to develop/teach others as needed.

  • Maintains prescribed vehicle stock levels and ensures material is available to perform on-site service work; maintain clean & organized vehicle.

  • Keeps service area neat and organized. Inventory service stock area of warehouse; request material replenishment as needed. Provide detailed information to CSRs.

  • Portrays a professional appearance with clothing, vehicle, and personal actions on-site.

Qualifications

QUALIFICATION AND SKILL REQUIREMENTS:

  • High school diploma.

  • 2 to 3 years experience with window installation preferred

  • Work experience with basic construction techniques; good knowledge of basic construction and building materials; knowledge of the terminology of the industry.

  • Demonstrated interpersonal communication skills; strong listening & empathy skills

  • Demonstrated ability to confidently handle confrontation/conflicts using a tactful and diplomatic approach; Ability to maintain perspective under demanding conditions.

  • Diagnostic skills: assessment, problem solving and decision making

  • Organizational skills for managing work schedules, job priorities, and stock levels.

  • Basic math skills; legible writing.

  • Initiative; ability to work independently. Flexibility; Willingness to work variable work schedules

Job:

Installation/Field Service

Location:

Northborough, MA US

Organization:

Renewal by Andersen Corp.