Field Service Technician - Windows and Doors

Erie Materials, a Certified Great Place to Work and privately owned and operated company since 1973, is built on the values of exceptional service, integrity, care for people, and excellence. For more than five decades, Erie Materials has provided high-quality building materials products and exceptional service at the best value to professional contractors. Today, we are the leading distributor of building materials in upstate New York and northeastern Pennsylvania.

About the role

The Service Technician is responsible for providing high-quality customer service to customers who have purchased doors or windows that may have a defect due to manufacturer fabrication. This position involves working with customers and homeowners to address issues with installed windows and doors, requiring daily driving to service calls at customer homes and other job-site locations. The Service Tech is expected to maintain professional behavior and appearance and may be asked to work more than 40 hours in a work week.

Responsibilities

• Communicate and work effectively with customers, vendors, management, and other employees.
• Drive to service calls at customer homes and other job-site locations.
• Troubleshoot and diagnose issues with product manufacturing or installation and communicate effectively and professionally with the Service supervisor and customer as needed.
• Take pictures of all issues, including product ID stickers, and email them to the Service department as needed.
• Systematically repair wood and vinyl windows and doors in a timely fashion.
• Remove and replace glass from the window sash using proper safety procedures.
• Perform all related repair work to doors and windows.
• Remove silicone and stickers from glass as appropriate.
• Clean up the jobsite when work is completed.
• Drive safely and maintain a clean motor vehicle report.
• Communicate with the Supervisor when there are issues on the job that require further attention.
• Complete and turn in detailed paperwork neatly, accurately, and on time.
• Call ahead to every stop, including “not confirmed” stops.
• Communicate with the Service Coordinator to fill in time slots that cancel and adjust time for additional stops.
• Answer the phone in a professional and pleasant manner.
• Use ladders and scaffolding systems as needed, following all safe practices.
• Use power tools efficiently and safely, wearing all necessary protective gear.
• Maintain the proper inventory of parts inside the service van at all times.
• Maintain a clean, professional appearance inside and outside of the company vehicle.
• Schedule routine vehicle maintenance.
• Perform additional duties and responsibilities as needed.

Customer Service & Technology Interaction

• Provide personalized customer service through direct, over-the-phone, and/or in-person conversations.
• Communicate with managers, other employees, customers, and vendors.
• Use mobile apps and other technology to communicate with department team members and other internal company employees, customers, and vendors.
• Maintain a professional and friendly demeanor in all interactions, both in-person and via technology.
• Handle customer feedback and complaints efficiently, ensuring customer satisfaction.

Requirements

• High school diploma or general education degree (GED); or 1 to 3 years of related work experience and/or training in installing doors and windows; or equivalent combination of education and experience.
• Valid NYS or Pennsylvania driver’s license is required; a clean driving record is preferred.
• Knowledge of building materials product is preferred.
• Exceptional time management and organizational skills are required.
• Ability to interpret and operate GPS and other navigation tools.
• Strong communication, interpersonal, and customer service skills.
• Ability to read, write, and comprehend simple instructions, short correspondence, and memos.
• Strong basic math skills, including the ability to add, subtract, multiply, and divide in all units of measure.
• Possess critical thinking skills, judgment, and the ability to prioritize work and make basic decisions.
• Possess high initiative and the ability to work with limited supervision, take direction from and work with multiple individuals, and have high attention to detail and accuracy.

Benefits

• Competitive pay with performance recognition bonuses.
• 401(k) Retirement – eligible on the 1st day.
• Generous profit-sharing program.
• Paid Time Off (PTO) – includes vacation, personal, and sick time.
• Paid holidays.
• Employee referral bonuses.
• Medical, Rx, dental, and vision insurance – eligible on the 1st day.
• Flex Spending and Health Savings Accounts.
• Employer-paid disability insurance.
• Employer-paid life and AD&D insurance.
• Optional cancer, pet, and legal aid plans.
• Paid training and personal growth opportunities.
• Tuition reimbursement.
• Merchandise discounts.
• Affiliate automobile lease/purchase program.
• Fun employee events including team, family, and community activities.

Drug Testing Requirements: All Non-CDL applicants selected for consideration must submit to a pre-employment drug screening. All CDL applicants selected for consideration must submit to a pre-employment DOT drug screening and DOT Physical. Any offer of employment will be conditional on passing the exam(s). In addition, all those hired will be subject to additional drug and alcohol testing as outlined by The Erie Materials, Inc. Drug and Alcohol-Free Workplace Policy.