Field Service Technician for Windows and Doors

Service Technician

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 product in upstate New York and northeastern Pennsylvania.

We look for dynamic people who:

• are hardworking, team-oriented and take initiative
• have great attitudes, high energy and enjoy focusing on customers
• can communicate well, set good examples and comfortably take the lead
• will hold themselves accountable for doing a great job everyday
• are interested in elevating their career with a company who genuinely cares about them

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

Essential duties and responsibilities include:

• Communicate and work effectively with customers, vendors, management and other employees.
• Drive to service calls at customer homes and other job-site locations.
• Troubleshoots and diagnoses issues with product manufacturing or installation and communicate effectively and professionally with Service supervisor and customer as needed.
• Takes pictures off all issues including product ID stickers and emails them to 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.
• Do all related repair work to doors and windows.
• Remove the 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 Service Coordinator to fill in time slots that cancel; also adjust time for additional stops.
• Answer the phone in a professional and pleasant manner.
• Use ladders and scaffolding system as needed following all safe practices.
• Use power tools efficiently and safely using all necessary protective wear.
• Maintain the proper inventory of parts inside the service van, always.
• Maintain a clean, professional appearance inside and outside of the company vehicle.
• Schedule routine vehicle maintenance.
• Additional duties and responsibilities, as needed.

Customer service and 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 of 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.

Qualifications:

• 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.
• A valid NYS or Pennsylvania driver's license is required and 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 which include the ability to add, subtract, multiply, and divide in all units of measure.
• Possess critical thinking skills, judgement and an 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 1st day
• Generous Profit-Sharing Program
• Paid Time Off (PTO) - includes vacation, personal & sick time
• Paid Holidays
• Employee Referral Bonuses
• Medical, Rx, Dental & Vision Insurance - eligible on 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 & Personal Growth Opportunities
• Tuition Reimbursement
• Merchandise Discounts
• Affiliate Automobile Lease/Purchase Program
• Fun Employee Events including team, family & community!

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.

Equal Opportunity Employer - Erie Materials is an equal opportunity employer, and prohibits discrimination against applicants and employees on the basis of race, color, creed, national origin (including ancestry), age, religion, disability, gender or sex, sexual orientation (including transgender status, gender identity or expression), pregnancy (including childbirth, lactation, and related medical conditions), reproductive health decision making (including, but not limited to, the decision to use or access a particular drug, device, or medical service), domestic violence victim status, genetic information (including predisposing genetic characteristics), marital or partnership status, caregiver status, familial status, military status, unemployment status, or other class protected by applicable federal, state or local law.

Reasonable Accommodation - Erie Materials is committed to providing reasonable accommodation(s) to qualified individuals with disabilities. If you require reasonable accommodation to apply for a position or to perform the essential functions of a job, please contact Human Resources.