philadelphiaprogrammer | Field Technical Service Specialist/Window Repair - Simonton Windows - Ply Gem in Chester, PA

Field Technical Service Specialist/Window Repair - Simonton Windows - Ply Gem

  • Ply Gem
  • 990 W 10th St
  • Chester, PA 19013
  • Full-Time
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Overview

SIMONTON WINDOWS

Position is home office based and a company vehicle is provided.

Applicants should reside in southeastern PA ( Lancaster, Reading and Norristown or Philadelphiaarea ). The coverage area is Eastern PA, NJ, DE and Northeastern MDovided

Provide Technical support via diagnostic phone support and field support regarding product information (forexterior windows and doors)and installation to internal/outside associates, distributors, contractor/installers and consumers. The support is both pre-sale and post-sale and at times, includes special projects such as new product designs and large field project.

Responsibilities

Specific Responsibilities:

Diagnostic/Technical Support Hot Line

  • Manage a weekly assigned office schedule to support Technical Hot Line and Technical Specialist ACD phone queue which mayconsist of 4 Technical Specialist per day
  • Manage a diagnostic claims queue by researching and investigating each claim to determine best course of action to resolve complaint
  • Communicate to all parties involved as needed to assure customer satisfaction
  • Update CRM data system with all claim information
  • Field Support/Site Visits

  • Manage efficient scheduling and execution of assigned site visit claims
  • Communicate outcome and update claims in CRM as needed
  • Provide feedback regarding product design and quality issues to the appropriate people to achieve continues improvement efforts and ensure customer satisfaction
  • Training and Special Projects

  • Support Preferred Installation training for Customer and Contractors
  • Provide repair and troubleshooting training to Customers and Contractor
  • Manage large field projects by coordinating supplies, materials and labor as necessary
  • Support new product and product refinement project as assigned
  • Others

  • Operate within allotted budget
  • Maintain company vehicle
  • Manage parts inventory to improve 1st touch closure rate on site visit claims
  • Manage process and product changes to ensure there we dont disrupt our service proposition and commitment to our customers
  • Qualifications

    Education/Experience:

  • Should have a technical understanding of windows and installation process.
  • Must be able to pass drug screen and background check including driving check.
  • Benefits

    Life, Medical, Dental,Vision, 401k and vacation

    Options


    Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task


    * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.