Field Service Tech II

Responsibilities

• Professionally represent the company while delivering exceptional customer service at all times
• Communicate directly with customers at job sites and residential locations to diagnose and resolve product issues
• Independently troubleshoot and repair window and door products
• Lead or support service jobs and collaborate with other technicians as needed
• Assist in training or mentoring less experienced technicians when applicable
• Safely operate and maintain hand and power tools
• Ensure all service work meets quality and safety standards
• Document service calls, including diagnostics, actions taken, and outcomes using mobile devices (iPad, laptop, or similar)
• Submit accurate and timely service reports using company software
• Identify potential product or installation issues and escalate as appropriate
• Ensure customer residence/job site is returned to original condition after service completion
• Pick up, deliver, and manage parts between warehouse, plant, and job sites
• Maintain appropriate inventory levels in service vehicle and warehouse
• Inspect incoming parts for quality compliance and coordinate replacement of non-conforming materials
• Absorb and unload delivery trucks as needed
• Maintain service vehicle in safe, clean, and proper working condition

Qualifications

• High school diploma or GED required
• 2+ years of field service, installation, or related technical experience (windows/doors preferred)
• Demonstrated ability to diagnose and resolve product issues independently
• Experience working in customer-facing environments
• Strong troubleshooting and problem-solving skills
• Effective communication and customer service skills
• Read and interpret technical instructions and documentation
• Proficiency with mobile devices, service software, and Microsoft Office (Outlook, Windows)
• Accurate measurement and basic math skills (reading a tape measure)
• Strong attention to detail and organizational skills

Additional Requirements

• Valid driver’s license with a clean driving record (per company policy)
• Ability to obtain Aerial Lift Certification within 6 months
• Ability to safely lift, carry, and transport materials as required
• Comfortable working in residential, commercial, and construction environments
• Strong understanding of safety practices and policies

Work Environment & Expectations

• Works independently and collaboratively with field service teams
• Regular use of mobile devices for scheduling, documentation, and reporting
• Demonstrates sound judgment and escalates complex or high-risk situations appropriately
• Maintains a high level of professionalism in all customer interactions

What We Offer

• Three comprehensive Medical plan options
• Prescription, Dental, Vision Company Paid Life Insurance
• Voluntary Life Insurance Supplemental Hospital Indemnity, Critical Illness, and Accident Insurance
• Company-paid Short-Term Disability
• Company-paid Long-Term Disability
• Paid time off (PTO) and paid Holidays
• 401k retirement plan with company match
• Employee Assistance Program
• Teladoc
• Legal Insurance
• Identity Theft Protection
• Pet Insurance
• Team Member Discount Program
• Tuition Reimbursement
• Yearly Wellness Clinic