Service Technician

SUMMARY:

In your role as a Service Technician, you will be responsible for diagnosing, troubleshooting, adjusting, inspecting, repairing, and replacing parts on all Marvin products while at customer locations. You’ll conduct proactive quality control reviews of service tickets, inspections of replacement parts, and assist with technical support for inside staff. You must have a customer service, quality, and safety-focused approach to servicing all Marvin products.

• Through problem solving and diagnosis, perform and complete service jobs on Marvin products in the field.
• Replace glass in windows or doors and install items such as window shades, blinds, muntins, screens, etc.
• Advocate for customers by providing them with helpful information on care, operation, and maintenance of Marvin products.
• Generate and update all service-related paperwork following a service visit so that additional service calls can be scheduled, if necessary, and billing or credit can be completed.
• Conduct any necessary follow-up service work or communication to achieve resolution and a "Very Satisfied" Customer Service Rating from all Customers; serve as a Customer Service Champion at all times.
• Perform job site walk‑throughs and complete necessary paperwork, identifying items that need attention or correction prior to project finalization.
• Collect customer payment as required.
• Identify and order parts over the phone or via email through the CSR.
• Load the service van with all necessary parts and equipment on a daily basis and maintain the assigned service vehicle.
• Abide by company Mission Statement, striving to achieve corporate goal of 100% Customer satisfaction.
• Assist in the training of new Field Service Technicians or team members in other departments.
• Perform any other necessary task assigned in support of company goals or assists with customer issues.
• Complete service work orders and communicate any ongoing customer or product related issues with CSRs.
• Meet company safety requirements by keeping work area neat and clean, following safety precautions and wearing required safety apparel (i.e., shoes, safety glasses, fall protection, etc.), and reporting any safety issues to the manager.
• Must have a valid driver’s license and comply with the company’s Fleet Safety Policy.
• Promote and facilitate continuous improvement activities in the department.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must have a High School Diploma, or GED, and dependable work history. Prior knowledge of general construction applications and terminology and/or window and door applications or components is required. Prior experience with power tools such as table saw, circular or miter saw, pneumatic nail gun, power drill, etc., is required.

Familiarity with computers preferred. Expected to develop proficiency in Marvin proprietary software (e.g., PQM, OSC, OMS, etc.) and/or company email systems (Outlook).

Excellent verbal and written English language skills are required, as well as good customer service skills (in person and via the phone). Must be able to present information, gather information, and respond to questions from customers, managers, co‑workers and the general public.

Must be a team player and exhibit a strong desire to learn and promote self‑growth. Must be proactive, self‑motivated, and have a demonstrated ability to follow assignments through to completion. Attention to detail is required. Must develop trust, respect, and confidence of customers, coworkers and managers. Must present in a clean and neat physical appearance. Must be able to problem‑solve and think creatively and positively when faced with obstacles.

Ability to subtract two‑digit numbers and to multiply and divide with tens and hundreds. Ability to perform calculations using units of money, time, measurement, etc. Ability to calculate figures and amounts such as…