Field Service Representative

Job Title
:
Field Services Representative
- Atlanta, Georgia

Reports to: Technical Services Manager

The Senior Field Services Representative is responsible for handling all technical product questions and concerns, performing inspections, training contractors and distributors, developing training and installation standards, mentoring and coaching other Field Services Representatives, and supporting the comprehensive roles handled by Brava Technical Services. The role will require regular availability to support testing, training, and trial installations at the Brava Plant in Atlanta, Georgia, when not traveling.

This includes hands‑on collaboration with Engineering, Product Management, and Production teams to assist with product evaluations, installation trials, process and product improvements, and in‑plant training sessions. The position helps bridge field experience with in‑plant development, ensuring that new products, revisions, and installation practices are accurately tested and aligned with real‑world applications.

• Trains, mentors, and coaches Field Services Representatives and other Brava team members, including professional skills, knowledge, and Brava culture and standards.
• Creates training materials to ensure products are installed according to installation requirements and organizational standards.
• Demonstrates the ability to perform virtual and on‑site installation training, delivering a best‑in‑industry training experience.

• Fields installation questions and concerns, providing technical support and training to contractors as needed.
• Coordinates with other Technical Support Specialists to provide best‑in‑industry technical support to the Brava team and customers.
• Conducts roof inspections following finished projects and uploads documentation, including checklists, reports, and photos, using Company Cam.

• Maintains a strong working knowledge of all Brava product offerings; able to provide in‑depth information efficiently.
• Maintains a strong working knowledge of all competitor product offerings.

• Effectively communicates with customers by telephone, text, email, and in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Checks to ensure that appropriate changes are made to resolve customers' problems.
• Keeps records of customer interactions or transactions, recording details of cases, inquiries, complaints, comments, and actions taken.

• Provides input for operational and strategic projects and initiatives.
• Helps develop and implement new policies and procedures related to the position.
• Leads the team in policy and process compliance and documentation.

• Supports the broader team (Sales, Customer Success, Manufacturing, etc.) to deliver an industry‑leading customer experience (attitude, effort, timely, and correct).

• As an alternate, reviews building plans and enters data into Planswift to determine the materials necessary to complete the project.
• Performs hands‑on product demonstrations for training and sales.
• Other jobs as assigned.

• Mentorship and team‑building skills
• Excellent technical, verbal, and written communication skills
• Excellent interpersonal and customer service skills
• Excellent time management skills with a proven ability to meet deadlines
• Ability to prioritize tasks
• Ability to work independently as well as in a team environment
• Proficient with Microsoft Office software

• High school diploma or equivalent required
• 10+ years roofing services experience preferred
• 5+ years customer service experience preferred
• 5+ years construction experience preferred
• 2+ technical services experience preferred
• Company Cam experience preferred
• Drone license and flight experience preferred

• Prolonged periods of sitting
• Occasionally required to stand and walk
• Willing and able to get on roofs
• Willing and able to use a ladder
• Must frequently be able to lift and move up to 25 pounds