Field Service Representative (PEMB)

Job Description

Job Description

Company Description

Cornerstone Building Brands is a leading manufacturer of exterior building products for residential and low-rise non-residential buildings in North America. Headquartered in Cary, N.C., we serve residential and commercial customers across the new construction and Repair & Remodel (R&R) markets. Our market-leading portfolio of products spans vinyl windows, vinyl siding, stone veneer, metal roofing, metal wall systems and metal accessories. Cornerstone Building Brands’ broad, multi-channel distribution platform and expansive national footprint includes more than 18,800 team members at manufacturing, distribution and office locations throughout North America. Corporate stewardship and Environmental, Social and Governance (ESG) responsibility are embedded in our culture. We are committed to contributing positively to the communities where we live, work and play. For more information, visit us at  . 

Cornerstone Building Brands is looking for an experienced Field Service Representative to serve as a technical subject matter resource for post-shipment claims, material shortages, and field installation issues involving pre-engineered metal building systems. This role independently investigates complex field conditions by comparing information from builders and erectors with architectural and structural drawings, approval and erection drawings, bills of material, shop details, order history, manufacturing data, and shipping documentation. The Field Service Representative works across Engineering, Drafting, Manufacturing, Sales, Project Management, Logistics, and Customer Service to identify root cause, determine the appropriate corrective action, create accurate replacement or shortage orders, and communicate resolution to the customer. You will report to the Manager, Field Services.

• Manage assigned post-shipment technical claims, shortages, back charges and field issues from initial intake through final resolution, balancing customer impact, project schedule, cost, and business risk.

• Lead fact-based investigations with builders, erectors, contractors, and internal teams by collecting and validating photographs, field measurements, material identification, installation sequence, site conditions, and supporting documentation.

• Read, interpret, and cross-analyze architectural drawings, structural plans, approval drawings, erection drawings, shop details, bills of material, project specifications, change orders, production records, and shipping documentation to determine the facts of each claim.

• Apply advanced knowledge of complete PEMB systems, including primary framing, secondary framing, bracing, roof and wall panels, trim, framed openings, fasteners, accessories, finishes, and typical erection sequence.

• Determine the scope and likely cause of field issues, including potential shortages, fabrication errors, detailing or drafting discrepancies, engineering questions, shipping damage, customer changes, erection practices, back charges or jobsite conditions.

• Develop corrective action plans with the appropriate internal functions. Route repair, field modification, and structural questions to Engineering, then communicate approved technical direction to the customer and erector.

• Create and validate shortage and replacement orders with the correct part numbers, quantities, dimensions, material specifications, gauges, finishes, colors, fabrication requirements, shipping priority, and delivery information.

• Coordinate complex resolutions across Engineering, Drafting, Manufacturing, Quality, Sales, Project Management, Logistics, Delivery Coordination, and Customer Service. Establish clear owners, required actions, and completion dates.

• Communicate technical findings, responsibility determinations, limitations, and next steps in clear language. Manage difficult customer conversations while maintaining credibility and professional relationships.

• Exercise independent judgment when information is incomplete or conflicting. Identify the correct technical questions, determine when additional review is required, and escalate structural, safety, high-cost, repeat, or schedule-sensitive issues.

• Maintain complete and accurate case records in the CRM, including the reported condition, documentation reviewed, investigation findings, decisions, corrective actions, responsible parties, customer communications, and final resolution.

• Meet established response and resolution expectations by prioritizing cases, providing proactive status updates, and following open actions through completion.

• Analyze recurring claim and shortage trends, provide root-cause data, and recommend process, product, documentation, manufacturing, or training improvements to reduce repeat issues.

• Support periodic on-site investigations, customer meetings, training, and team meetings. Travel is expected to be approximately 10 percent based on business needs.

• Serve as a technical resource to customers, erectors, internal partners, and less-experienced team members by sharing PEMB knowledge and practical field experience.

• High school diploma or equivalent experience required.

• Technical education, certification, or degree in construction, drafting, engineering technology, architecture, manufacturing, or a related field preferred.

• Minimum of 5 years of progressive experience in the pre-engineered metal building industry, or an equivalent combination of directly related education and experience.

• Advanced working knowledge of PEMB components, construction methods, erection practices, manufacturing processes, and the interaction between building systems.

• Demonstrated ability to read and interpret architectural drawings, structural plans, approval and erection drawings, shop details, bills of material, and project specifications.

• Demonstrated experience conducting technical investigations, identifying root cause, developing corrective actions, and resolving issues involving multiple internal and external parties.

• Ability to evaluate incomplete or conflicting information, ask the correct technical questions, make sound decisions within the role’s authority, and recognize when Engineering or leadership review is required.

• Strong written and verbal communication skills, including the ability to explain technical information to builders, erectors, customers, manufacturing teams, and business partners.

• Strong organization and case-management skills with the ability to manage multiple complex claims, deadlines, and customer commitments in a remote work environment.

• Proficiency with Microsoft Excel and Word, CRM systems, and ERP or order-entry platforms such as Oracle or comparable systems.

The US base salary for this full-time position is $67,000-$85,000 + medical, dental, vision benefits starting day 1 + 401k and PTO. Our salary ranges are determined by role, level, and location. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. (Full-time is defined as regularly working 30+ hours per week.)

All your information will be kept confidential according to EEO guidelines.

Why work for Cornerstone Building Brands?  

Our teams are at the heart of our purpose to positively contribute to the communities where we  live, work and play . Full-time* team members receive** medical, dental and vision benefits starting day 1. Other benefits include PTO, paid holidays, FSA, life insurance, LTD, STD, 401k, EAP, discount programs, tuition reimbursement, training, and professional development. 

*Full-time is defined as regularly working 30+ hours per week. **Union programs may vary depending on the collective bargaining agreement.

Cornerstone Building Brands is an Equal Opportunity Employer.  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, or status as a protected veteran. You can find the Equal Employment Opportunity Poster here. You can also view Your Right to Work Poster here along with This Organizations Participation in E-Verify Poster here. If you'd like to view a copy of the company's affirmative action plan for protected veterans or individuals with disabilities or policy statement, please contact Human Resources at View phone number on ziprecruiter.com or View email address on ziprecruiter.com -bb.com. If you have a disability and you believe that you need a reasonable accommodation in order to search for a job opening or to submit an online application, please contact Human Resources at View phone number on ziprecruiter.com or View email address on ziprecruiter.com -bb.com. This email is used exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only emails received for this purpose will be returned. Messages left for other purposes, such as following up on an application or technical issues not related to a disability, will not receive a response.

All your information will be kept confidential according to EEO guidelines.

California Consumer Privacy Act (CCPA) of 2018

Must be at least 18 years of age to apply.

Note to External Recruiters

Cornerstone Building Brands does not accept unsolicited resumes and will not pay fees for any candidate submissions that were not expressly authorized.

Notice of Recruitment Fraud

We have been made aware of multiple scams whereby unauthorized individuals are using Cornerstone Building Brand's name and logo to solicit potential job-seekers for employment. In some cases, job-seekers are being contacted directly, both by phone and e-mail. In other instances, these unauthorized individuals are placing advertisements for fake positions with both legitimate websites and fabricated ones. These individuals are typically promising high-paying jobs with the requirement that the job-seeker send money to pay for things such as visa applications or processing fees. Please be advised that Cornerstone Building Brands will never ask potential job-seekers for any sort of advance payment or bank account information as part of the recruiting or hiring process.