ABOUT THE ROLE
The Field Service Technician 2 is responsible for performing advanced field diagnostics, repairs, and installations of windows and doors. This role requires strong technical knowledge of window and door systems, materials, and installation practices, as well as the ability to lead multi-technician jobs, conduct water tests, and handle escalated warranty concerns. The ideal candidate demonstrates advanced product knowledge, excellent communication skills, and the ability to deliver a high level of customer satisfaction while ensuring safety and quality in all service activities.
WHAT YOU鈥橪L DO
- Field Technician 1 Responsibilities: Apply all knowledge and skills required of a Field Service Technician 1, including basic repairs, inspections, safety compliance, inventory, vehicle operation, and customer service.
- Window & Door Knowledge: Demonstrate expertise in multiple window types (single-hung, double-hung, casement, sliding) and door systems, including repair and replacement techniques.
- Material Expertise: Work with different window and door materials (wood, vinyl, aluminum, and various glass types) with proper techniques and care.
- Tools & Techniques: Utilize a range of tools such as drills, sealants, pry bars, caulk guns, and power tools with proficiency and accuracy.
- Diagnostics & Hotline Support: Perform diagnostics and provide technical support via phone and email to internal and external stakeholders.
- Water Tests: Conduct water tests according to company protocols and document results using internal software.
- Installation Practices: Apply knowledge of window and door installation practices to evaluate and support field projects.
- Multi-Technician Job Management: Organize and coordinate jobs requiring two or more technicians, ensuring effective collaboration with internal teams and customers.
- Escalation Management:Deescalate warranty or service concerns professionally, maintaining customer confidence and satisfaction.
- Advanced Repairs: Perform specialized repairs, including water intrusion fixes, shaped products, and installation diagnostics.
- Customer & Sales Support: Maintain strong relationships with customers and sales teams by providing clear communication, accurate documentation, and dependable service.
- Product Knowledge Development: Expand and apply knowledge of company products and industry standards to support advanced fieldwork.
- Travel: Travel within assigned territory daily; overnight travel may be required depending on territory.
SKILLS & QUALIFICATIONS
- Strong verbal and written communication skills, including the ability to write professional emails, reports, and documentation.
- Strong organizational skills to manage multi-technician jobs.
- Excellent customer service and escalation management skills.
- Detail-oriented with the ability to complete advanced repairs accurately.
- Physical stamina and dexterity; ability to lift and carry up to 50 lbs consistently, climb ladders, and work at heights.
- Ability to prioritize tasks and manage time effectively.
- Team-oriented, adaptable, and committed to safety and quality.