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, you’ll perform and complete service jobs on Marvin products in the field.
• You’ll replace glass in windows or doors and install items such as window shades, blinds, muntins, screens, etc.
• You’ll be an advocate for your customers by providing them with helpful information on the care, operation and maintenance of their 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.
• Performs job site walk‑throughs and completes necessary paperwork, identifies items that need attention or correction prior to project finalization.
• Collects customer payment as required.
• Identifies and orders parts over the phone or via email through the CSR.
• Loads the service van with all necessary parts and equipment on a daily basis and maintains the assigned service vehicle.
• Abides by company Mission Statement, striving to achieve corporate goal of 100% customer satisfaction, while making it easy for customers to do business with the company and promoting market share growth.
• May be asked to assist in the training of new Field Service Technicians or team members in other departments.
• Performs any other necessary task assigned in support of company goals or assists with customer issues.
• Completes service work orders and communicates any ongoing customer or product‑related issues with CSRs.
• Meets 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.
• Promotes and facilitates continuous improvement activities in the department.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skill, and/or ability required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must have a valid driver’s license and be in compliance with the company Fleet Safety Policy.

• Must have 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 is required (e.g., table saw, circular or miter saw, pneumatic nail gun, power drill, etc.).

Familiarity with computers preferred. Expected to develop proficiency in Marvin proprietary software (i.e., 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 pro‑active, self‑motivated, and have a demonstrated ability to follow assignments through to completion. Attention to detail is required. Must be…