Field Service Technician

Company Overview: Window World is the largest exterior remodeler in the United States and we are looking for highly motivated professionals to offer a best-in-class customer experience in support of our wide array of residential exterior remodeling products. Our energy-efficient products are backed by industry-leading warranties, and we offer exceptional attention to detail and customer care. Our mission is simple: to combine exceptional quality and workmanship with superior service at affordable prices.

Job Summary: Window World Field Service Technician will work with the service coordinator and current customers to address and correct any warranty work. Day-to-day, the Field Service Technician will attend to three to five in home service calls. The Field Service Technician will be responsible for warranty work related to windows, sliding glass doors and entry doors. The Field Service Technician must be energetic and positive with a customer-first mentality to create positive experiences for all Window World customers.

Responsibilities: Perform warranty work related to windows, sliding glass doors and entry doors. Sash replacement. IGU replacement. Final punch out; caps and covers. Maintain strong knowledge of products and service policies. Schedule service appointments with customers. Resolve customer issues by determining cause of problem, facilitating a resolution, and timely following up with customers. Accurately update customer accounts and records in CRM.Follow standard operating procedures. Prepare service report for management. Number of services performed.% of completion. Maintain a well-organized and professional workspace. Provide assistance with training and orientation for other team members as assigned.

Qualifications: Two to three years of experience as a window and door field service technician. Strong work ethic and detail-oriented. Ability to multi-task, prioritize, and manage time effectively. Excellent customer service skills including active listening, critical thinking, and desire to resolve customer concerns. Accuracy in data entry and proficient typing skills. Effective written and verbal communication skills. Proficient use of Microsoft Word, Excel, and Outlook applications. Phone skills, including familiarity with VoIP or multi-line phone systems. Coachable with the ability to learn new programs and processes. Positive, upbeat attitude and ability to work on a team. Prior experience working with a CRM is a plus.