District Field Technician - Rochester, NY

Brief Description

Backyard Discovery is seeking a District Field Technician to cover the Rochester, NY area. This role involves serving as a field-level product expert, problem solver, and quality ambassador within an assigned district.

About the role

This position is ideal for someone with hands-on experience assembling outdoor residential products who enjoys solving customer issues, supporting field teams, and ensuring high-quality installations.

Responsibilities

• Complete approximately 3–5 installations per week to support field capacity, quality assurance, and complex or high-profile jobs.
• Serve as a field resource for independent technicians when questions arise about product complexity, site conditions, or installation challenges.
• Act as the primary escalation contact for complex or high-priority customer issues within your district.
• Conduct on-site visits to assess, correct, or complete installation work when needed.
• Support onboarding for newly onboarded 1099 assembly technicians by demonstrating proper assembly techniques, safety practices, documentation standards, and customer interaction expectations.
• Help identify recurring product, installation, or service issues and communicate trends to leadership.
• Partner with Operations, Customer Service, and contractors to ensure timely and professional issue resolution.

Requirements

• Hands-on experience assembling outdoor residential products such as playsets, gazebos, pergolas, greenhouses, outdoor kitchens, or similar products.
• Strong mechanical aptitude and problem-solving ability.
• Experience mentoring, coaching, or training technicians preferred.
• Excellent communication and customer-facing skills.
• The ability to stay calm, professional, and solution-focused in escalated situations.
• Strong documentation habits and attention to detail.
• Comfort traveling throughout an assigned district for installations, onboarding, and customer issue resolution.

Physical Requirements

• Working outdoors in varied weather conditions.
• Using hand tools and power tools regularly.
• Lifting and moving components up to 75 lbs.
• Traveling throughout the assigned district for installations, onboarding, and customer issue resolution.

Summary

At Backyard Discovery, our products help families create lasting memories in their own backyards. This role offers the opportunity to directly impact customer experience, installation quality, and field team success while working with products that bring families together. Our benefits are designed to support the whole employee, including first-day medical, dental, vision, and life insurance; company-paid short-term disability and life coverage; parental leave; tuition reimbursement; 401(k) matching; HSA/FSA options with generous HSA contributions; 12 paid holidays (including the day after The Superbowl); wellness programs; volunteer time off; employee assistance resources; and discounts on company products.