Customer Service Specialist

Company Description

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. We're focused on exciting opportunities within the home, security and commercial building markets. Our driving purpose is to elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too.

At Fortune Brands, we're building something big. We're advancing exciting innovations in all of our products and processes. We're delivering trust, dependability, sustainability, and style. To make it all happen, we've transformed our workplace into an environment where smart, ambitious people have the support to reach their fullest potential.

When you join Fortune Brands, you become part of a high-performing team empowered to think big, learn fast and make bold decisions. We support an inclusive culture where everyone is encouraged be their authentic selves, and where our differences and unique perspectives are a key strength.

Explore life at Fortune Brands here.

Job Description

JOB DESCRIPTION:

Your role as the Solar Service Specialist within the Solar Innovations organization will focus on ensuring a positive customer experience around service, installation, warranty, & customer concerns. You would be responsible for planning, scheduling, and coordinating all service and installation activities to ensure projects are executed efficiently, safely, and on schedule. This role serves as the central point of coordination between customers, field teams, and internal stakeholders assuring jobsite readiness, resource availability, and clear communication before, during, and after each job. You will report to the Service Supervisor.

Success in this role requires strong organizational skills, proactive communication, and the ability to manage changing priorities due to weather, site conditions, or team availability.

KEY RESPONSIBLIITIES:

Solar Service Intake and Coordination

• Coordinate customer service activities within the established Solar Innovations / Therma-Tru customer service guidelines and metrics.
• Utilize independent judgement to coordinate all Service-related projects, ensuring:
  • Necessary paperwork is signed and completed by the customer, and distributed appropriately to team
  • Internal teams receive clear and timely communication about expected deadlines
  • All service requests are closed out with established timeframe

Scheduling & Planning

• Build and maintain detailed schedules for all service and installation activities across assigned field teams
• Manage and maintain the installation and service calendar to balance workload, optimize crew utilization, and meet customer commitments
• Publish and communicate schedules clearly to both customers and field teams

Customer & Field Team Coordination

• Serve as the primary coordination point between customers and the field team prior to installation or service visits
• Confirm scope, timing, expectations, and access requirements with customers
• Communicate schedule details, updates, and changes to installers and service technicians

Jobsite & Site Readiness

• Verify jobsite readiness prior to scheduling, including:
  • Site access and customer availability
  • Readiness of the installation area
  • Required permits or approvals (as applicable)
• Ensure all pre-installation requirements are identified and addressed before crews are dispatched

Materials, Equipment & Resources

• Coordinate material deliveries to ensure products, components, and equipment arrive on time and at the correct location
• Confirm tools, equipment, and personnel are available and properly allocated for each job
• Flag gaps or risks early and work cross-functionally to resolve them

Change Management & Problem Solving

• Proactively manage schedule changes caused by weather, material delays, site conditions, or team availability
• Adjust schedules as needed and clearly communicate changes to all impacted parties.
• Help minimize downtime and disruption by quickly re-planning and rescheduling work

Administrative & Operational Support

• Maintain accurate scheduling records, notes, and job details in relevant systems
• Track installation and service status and support follow-up as needed
• Identify recurring scheduling or readiness issues and communicate patterns to leadership for improvement

Qualifications

BASIC QUALIFICATIONS:

• Previous experience (minimum 5 years) within the Customer Service or similar field
• Excellent Microsoft office suite skills
• Must be able to communicate effectively internally
• Excellent communication skills externally (professional in stressful situations)
• Must have a positive attitude and desire to be helpful to solve issues

PREFERRED QUALIFICATIONS:

• Experience with the Construction Industry is preferred
• Technical experience, such as with parts, gaskets, etc. is preferred
• Experience with blueprints and/or AutoCAD is helpful
• Exposure to the window and door industry

Additional Information

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $44,000 USD - $66,000 USD. Please note that actual salaries may vary within the range, or be above or below the range, based on factors including, but not limited to, education, training, experience, professional achievement, business need, and location. In addition to base salary, employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan.

At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates' unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits, adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates.

Fortune Brands is built on industry-leading brands and innovation within the high-growth categories of water, outdoors and security. The Company makes innovative products for residential and commercial environments, with a growing focus on digital solutions and products that add luxury, contribute to safety and enhance sustainability. To learn more, visit our website at fbin.com.

Equal Employment Opportunity

Fortune Brands is an equal opportunity employer. Fortune Brands evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

Reasonable Accommodations

Fortune Brands is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at View email address on click.appcast.io and let us know the nature of your request along with your contact information.

Important Notice: Protect Yourself from Fraudulent Job Postings

To protect yourself from fraudulent job postings or recruitment scams, please note that Fortune Brands job postings are exclusively hosted on our website at fbin.com/careers via our SmartRecruiters platform. Fortune Brands will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins.