Field Service Technician - Millwork

Exceptional Service, Integrity, Care for People, Excellence

Erie Materials, a Certified Great Place to Work and privately owned and operated company since 1973, is built on these values. 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.

• 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.

• Communicate and work effectively with customers, vendors, management and other employees.
• Drive to service calls at customer homes and other job-site locations.
• Trouble shoots and diagnoses issues with product manufacturing or installation and communicate effectively and professionally with Service supervisor and customer as needed.
• Takes pictures of all issues including product  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.

• 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.

• 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…