Andersen Field Service Technician I/II - (20554) in Northborough, Massachusetts
Provides superior customer service on RbA products.
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.
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
Northborough, MA US
Renewal by Andersen Corp.