Field Service Coordinator

Specialty Building Products is a people first organization. Reeb® is an SBP Brand.

You may be wondering, why should I join Specialty Building Products?

• We live our Core Values and they reflect what we actually believe and how we actually behave. They are who we are. You are joining a team that is built upon a strong culture and standards for success.
• Flexibility is offered here; we trust in the expertise, skills and actions of our employees.
• We welcome you to something bigger than yourself with all the tools necessary to excel in your role.
• Grow with us; we offer a career, not just a job. We value your perspective and want to learn more about you with a commitment to laying the foundation for you to build a successful career with us.

Reeb® an SBP Brand is currently looking for a Field Service Coordinator to join our VALUES based organization. We seek to serve people first, and we operate according to a moral compass aimed at doing what is right even when it is hard. Reeb® brings this values-based perspective to each of our employees, our customers, our suppliers, and our communities. We do not underestimate the power of our employee’s ability to have a uniquely positive impact on the people around us.

Perks of working at Reeb Millwork:

• Competitive Pay
• Quarterly Bonus (Eligible Day 1)
• Comprehensive benefits package includes Medical, Dental, Vision
• Company-Paid Life Insurance & Disability
• 401(k) with Employer match
• Paid Vacation & Holidays

Essential Job Duties and Responsibilities:

Reasonable Accommodations Statement

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

Primary:

• Provide constant Customer contact with both internal and external customers.
• Answer incoming correspondence in a way that will give a favorable impression of the Company.
• Process and administer all service related workflow including Service Requests and Parts Orders.
• Schedule inspection, repair and service-for-a-fee appointments.
• Provide administrative support for Service Technician
• Maintain Service Records within the Field Service Database
• Other duties as assigned by Field Service Manager and/or Field Service Supervisor.

Regular:

• Answer all incoming calls, e-mails, faxes and mailings for assigned region and contact customer to confirm receipt (and if possible schedule appointment) within two (2) business days.
• Review requests for validity of warranty items. Ask necessary questions when making confirmation call.
• Enforce warranty policies and guidelines
• Gather information to accurately define problems, identify needs and provide solutions
• Coordinate Inspection dates with Customers and Service Technicians (reschedule as needed).
• Accurately input all information into Reeb Service Database. Generate appropriate service paperwork to forward to the assigned Service Technician for appointment.
• Order and manage service part inventory in order to support customer needs.
• Ensure that all customer and product information is properly identified on the Reeb Service Request within the service database.
• Troubleshoot complex or unresolved requests.
• Apply independent judgment to develop appropriate solutions
• Keep accurate records of unfinished services within the service database.
• Maintain service files to document history of individual service requests.
• Process defective glass and material credit requests.
• Reconcile credits received for defective material/glass.
• Close all completed jobs in a timely fashion.
• Communicate directly with Dealer/TSM to provide customer status information on service requests to ensure closure.
• Communicate with Shop Supervisor on all shop related service requests.
• Assure proper housekeeping and organization of service part inventory.
• Actively participate in Service Department Meetings and provide suggestions to improve productivity and quality.
• Assist with Field Service clerical functions as assigned by supervisor.
• Perform other duties as set forth by Supervisor.

SKILLS & ABILITIES

Education:

• Minimum High School Graduate or General Education Degree (GED) required, Technical degree preferred.

Experience:

• Two to four years of millwork production industry experience and customer service experience preferred
• Knowledge of door shop procedures and product
• Technical knowledge of procedures required to repair and maintain all products sold by Reeb
• Extensive knowledge of REEB door products including Therma-Tru, Simpson, Woodgrain, Steve’s and RSP.relative
• Knowledge of installation techniques and procedures.

• Knowledge of basic building code requirements relating to windows and doors.

We are proud to have the best team in our industry. We have experienced a tremendous amount of growth as a company. This growth has served not only our customer base but has also provided significant opportunities for advancement amongst our employees.

Reeb® Millwork is an equal opportunity employer. It is our policy not to discriminate in hiring and employment on the basis of race, color, religion, national origin, sex, disability, age, military status, genetic information, or other protected class status in accordance with all applicable federal, state, and local laws.