Field Services Representative I Install - Indirect

PURPOSE

Addresses component product issues at the customer’s site in order to ensure that customer complaints regarding the quality and reliability of company products are resolved in the most efficient and cost-effective manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Investigates/examines the condition of company building products on the customer’s site at all stages of construction based on concerns raised by the customer; reports back to the Customer Service Supervisor on findings.

1. Recommends replacement or repair of defective components based on customer service guidelines related to efficiency and cost effectiveness; assists less experienced Field Service Reps with resolving more complex issues.

1. Negotiates and approves third party repair/adjustment; inspects completed work for quality adherence.

1. May provide training to less experienced Field Service Reps.

1. Plans and paces own work efficiency in order to meet daily, weekly, project, or team related productivity goals.

1. Understands and observes all safety procedures and practices in order to prevent injury to self or co-workers; attends periodic safety meetings as required; may recommend changes to improve safety procedures.

1. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

MINIMUM REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

High school diploma or General Education Degree (GED) and two (2) years customer service/field service experience, or equivalent combination of education and experience. Completion of Truss Technician Training I and II preferred.

COMPETENCIES

• Knowledge of company products 
• Knowledge of company product pricing, discount and estimating formulas and guidelines
• Strong attention to detail
• Knowledge of basic math and measurement skills
• Good communication and interpersonal skills
• Proficiency in Microsoft Office Suite and an enterprise resource planning (ERP) program
• Valid Driver’s License

WORK ENVIRONMENT / PHYSICAL ACTIVITY

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Subject to both typical office environment and outside locations with temperature and weather variations.
• Must be able to lift and carry up to 25 pounds frequently and on occasion up to 80 pounds.
• Work is performed on both company and customer sites and involves driving to customer locations.
• Subject to both typical office environment and outside locations with temperature and weather variations.
• May involve walking on uneven ground of a potential customer construction site.