Responsible for representing the company in a professional manner while diagnosing product repair issues and implementing solutions for our customers by performing the following duties. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties may be assigned.

• Communicates courteously with co-workers and customers at all times.  Communicates directly with customers at job sites and/or residences.
• Determines and schedules service calls according to urgency. 
• Sets up service appointments with customers via phone and/or responds to dispatch instructions from office staff. 
• Orders parts for each service assigned and reschedules appointments as necessary when parts are not available at the time of scheduled service.
• Troubleshoots product issues and develops and follows through on a plan to make corrections.
• Operates a variety of hand and power tools.
• Assists in orienting and training lower level Field Service Technicians.  Shares knowledge and experiences willingly with others.
• Determines if service is a warranty or installation issue. 
• Notifies distributors of problems arising from improper installation when necessary.
• Provides feedback to leaders in Field Service and Manufacturing regarding manufacturing problems and offers recommendations for solutions.
• Works collaboratively with co-workers on projects involving multiple Field Service Technicians.
• Ensures customer residence and/or job site is returned to original condition.
• Documents the service call including any observations made and all actions taken. 
• Submits closing service information to the Field Service Office in a timely manner.
• Ensures that all work is performed in a safe and professional manner, adhering to company and department safety and work policies.
• Maintains proper inventory level of parts and supplies in warehouse and in vehicle/van.
• Maintains vehicle maintenance and appearance.

SUPERVISORY RESPONSIBILITIES:

None

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

• High school diploma or general education degree (GED) preferred.
• Good working knowledge of PGT products and warranties.
• Minimum of 1-2 years experience in manufacturing and/or repair of windows and doors.
• Ability to use computer and other office equipment and software to e-mail or fax correspondence.  Must be able to log information in a computer database.
• Excellent knowledge of the safe use of hand and power tools.
• Must have a clean driving record per PGT's safe driving policy.
• Must have the ability to work autonomously as well as in a team setting.

LANGUAGE / COMMUNICATION SKILLS:

• Basic English language skills. 
• Must communicate effectively and courteously with distributors, builders, owners, co-workers and other customers. 
• Ability to read and comprehend instructions, correspondence and memos. 
• Ability to write correspondence. 
• Ability to effectively present information in one-on-one and small group situations to other employees and customers.
• Bi-lingual in English and Spanish preferred. 
• May be required in locations with a high concentration of Spanish Speaking customers.

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals.  Able to read a tape measure.

REASONING ABILITY:

• Ability to diagnose the causes of repair issues, develop correction plans, and coordinate resources for repairs.
• Ability to recognize situations that could result in potential liability for PGT. 
• Notifies appropriate PGT personnel for guidance in difficult situations. 
• Uses good judgment.

CERTIFICATES, LICENSES, REGISTRATIONS:

Valid Class D driver's license

Aerial Lift Qualified or the ability to become qualified within 6 months.

PHYSICAL DEMANDS / WORK ENVIRONMENT:   

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Constant standing up to 8 to 12 hours a day

• Frequent walking throughout glass/assembly facilities, warehouses, condos, personal homes, new construction sites, and uneven grass and dirt terrain.

• Frequently moves glass lites or components to next location usually from truck to warehouse, warehouse to van, then van to jobsite.
• Frequent reaching/pushing/pulling away from body
• Frequent carrying up to 100 lbs.
• Occasional lifting up to 160 lbs.
• Occasional carrying up to 150 lbs up and down stairs.
• Carrying glass, bead, parts, and frames up to 100 lbs
• Pulling, pushing glass and frames in and out of warehouse bays and service vehicles up to 160 lbs
• Pushing carts up to 200 lbs
• Occasional overhead reaching
• Frequent repetitive hand/foot/head/neck movements required
• Usual production environment with frequent sitting, walking, and standing, and occasional climbing, stooping, kneeling, twisting, crouching and balancing.
• Must be able to work mandatory overtime.
• Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.

TRAVEL REQUIREMENTS:

Overnight travel will be required.

Residence within an assigned territory is preferred.

Occasional:   activity exists less than 1/3 of the time.

Frequent:  activity exists 1/3 and 2/3 of the time.