Door Service Technician

Under the direction of the Inside Sales and Service Manager, the Door Service Technician is responsible for the installation, service, and repair of both interior and exterior doors for residential or commercial customers while providing exceptional customer service and resolving service-related matters in a timely and efficient manner. This position will require heavy lifting and the frequent use of various power tools and equipment; the individual must make Safety a priority. OrePac Building Products is a wholesale building materials supplier providing product, sales, and technology solutions to the shelter industry. Our vision is to create trusted partnerships by providing quality products and maintaining strong relationships through unmatched service, operations, and logistics. Our mission: Make Complicated Simple.

ESSENTIAL DUTIES AND RESPONSIBILITIES

This is a full-time position. Days and hours of work are typically Mondays through Fridays, 8:00 am to 5:00 pm. Work on Saturday may be required but would be scheduled in advance. Hours may need to be extended or adjusted at any time, with or without notice, to meet the needs of the organization. Perform service-related repairs at customers’ homes, including but not limited to: making adjustments, replacing parts and pieces, touching-up and/or repairing paints and stains, taking measurements, and installing replacement products. When applicable, will be responsible for proposing and/or making decisions on the disposition of claims and proposing follow-up steps. Responsible for safely driving to pre-set appointments determined by provided service schedule. Will occasionally be required to reschedule or schedule initial and follow-up appointments. Conduct analysis on each service ticket to drive down to root cause and articulate resolution as apart of the ticket closure process. Collaborate with internal operations and the sales teams to flush out the root cause and implement effective countermeasures to address potential first-time quality concerns effectively. Schedule and facilitate dealer installation certification training and additional service-related trainings and complete showroom display updates for identified dealers and customers in maintained dealer database managed by the Inside Sales & Service Supervisor and/or Manager. Review data reports with both sales and operations divisions as part of continuous improvement initiatives. Follow the standard work procedures to properly close or status a service ticket, inputting the desired data points for review on quality and continuous improvement related reports.

QUALIFICATIONS:

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 to perform successfully in this position:

REQUIRED SKILLS:

Proficient in pre-hung door installation with excellent attention to detail and workmanship. Carpentry experience is required. Knowledgeable in the life-cycle of a sales order; previous sales experience preferred but not required. Strong customer service skills. Must be comfortable with face-to-face interaction with customers and be able to diffuse difficult situations resulting in a solution suitable for all parties. Experience with the safe use of various tools including saws, pneumatic tools, and other small hand tools and power equipment. Ability to read, write and communicate in English as it relates to the job and to the safety regulations Ability to perform basic mathematical functions such as addition, subtraction, multiplications, and division. Ability to read a tape measure accurately and consistently to 1/16”. Ability to carry out instructions furnished in written, oral, or diagram form Ability to perform all job functions safely Demonstrated ability to evaluate the problem at hand and work towards resolution to achieve customer satisfaction while meeting aged service ticket level goals. Sense of direction with the ability to use provided technology systems, self-motivated, and mechanically inclined.

EXPERIENCE AND EDUCATION

Must have at least 5 years of construction/contractor experience or experience in a related service technician role with demonstrated experience and knowledge of door assembly and installation; or any combination of education, training, or experience that demonstrates the ability to perform the duties of the position.

PHYSICAL DEMANDS

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: Regularly required to stand, walk, climb, balance, stoop, kneel, crouch, or crawl Regularly required to see, talk, and hear Regularly use hands and fingers to handle or feel objects, tools, or controls Regularly reach with hands and arms Regularly lift/move/manipulate up to 50 pounds and occasionally up to 100 pounds Specific vision abilities include peripheral vision Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

RESOURCES

To perform this position successfully, the employee must be able to perform each essential duty satisfactorily. The resources listed below are representative of the resources required for performing the position:

RESOURCES PROVIDED BY EMPLOYEE

The following items will be provided by the employee:

RESOURCES PROVIDED BY OREPAC

The items listed below will be provided by OrePac. The employee will be required to comply with all OrePac policies relating to these resources. Company provided service van to travel to scheduled services and appointments Company uniform for service technicians; to include short-sleeve shirts, long-sleeve shirts, utility pants, a utility-type zip up jacket, and a voucher for steel-toed safety shoes. Cell-phone and portable tablet.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job: The noise level in the work environment is usually moderate. The employee will occasionally work in outside weather conditions with the majority of their time being spent outside of the OrePac branch. The employee will spend 75% of their time on forward-facing customer-engaging activities.

SAFETY

OrePac supports a safe and drug-free workplace. Employees are required to perform duties in accordance with acceptable and safe work procedures. This includes but is not limited to: Reporting all incidents and accidents to one’s immediate supervisor within 24 hours. Maintaining the work area in a safe and healthful condition. Reporting, and whenever possible, correcting, unsafe working conditions to branch leadership. Operating vehicles while in the course of employment in a safe and lawful manner; and Providing assistance to reduce or eliminate workplace hazards. OrePac may administer a pre-employment background check and/or drug-screen, as well as random and/or reasonable suspicion drug-screens during employment. OrePac’s safety policy requires the use of Personal Protective Equipment (PPE) in designated safety-sensitive areas while on OrePac property. OrePac will provide required PPE to employees. OrePac employees who handle or deliver OrePac products while not on OrePac property are required to adhere to OrePac’s safety policy and use the required PPE necessary for their specific role.

DRESS CODE

The dress code described below is representative of what an employee must wear while performing the duties of this position. Individual branches may issue more specific guidelines than what is outlined below. All employees in this position are expected to wear the OrePac-provided uniform attire. The provided clothing should be kept neat and clean; washed regularly. Employees are expected to communicate with their immediate supervisor when replacements are needed. The employee is required to wear protective shoes or shoe coverings while performing the duties of this position. All protective shoes and shoe coverings must comply with OrePac’s Protective Shoe Policy. OrePac will provide a voucher for the purchase of protective shoes or provide shoe coverings to employees. Reasonable accommodations may be made for individuals with religious beliefs, observances, or practices related to this dress code.

COMPENSATION AND BENEFITS

Competitive compensation, D.O.E. Medical, dental and vision insurance Informed Health Line and Health Advocates Flexible Spending Account (FSA) Health Savings Account (HSA) Employee Assistance Program (EAP) Employee Product Purchase Free Gym membership Life and Long-Term Disability Insurance Voluntary benefits 401(k) with Employer Match Paid time off (PTO) and paid holidays OrePac provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, OrePac complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. #J-18808-Ljbffr OrePac Building Products