The posting
PURPOSE Supervises field services personnel in addressing product issues at the customer’s site in order to ensure that customer complaints regarding the quality and reliability of company products are resolved in the most efficient and cost-effective manner. ESSENTIAL DUTIES AND RESPONSIBILITIES
Provides work direction and supervision to Field Service Representatives. Leads and directs employees including assigning, monitoring and reviewing work progress and accuracy, providing guidance, addressing escalated issues and training less experienced team members. May provide input on the performance of assigned employees to management. Investigates/examines the condition of company building products on the customer’s site at all stages of construction based on concerns raised by the customer; reports back to the management on findings. Recommends replacement or repair of defective components in a typical situation; assists field services personnel with resolving more complex issues. Negotiates and approves third party repair/adjustment; inspects completed work for quality adherence. Provided on-the-job training to field services team members. Plans and paces own work efficiently and oversees the work of the Field Service team in order to meet daily, weekly, project, or team related productivity goals. On occasion, may perform same work duties as a Field Service Representative. Understands and observes all safety procedures and practices in order to prevent injury to self or co-workers; attends periodic safety meetings as required; may recommend changes to improve safety procedures. Other duties may be assigned.
SUPERVISORY RESPONSIBILITIES Supervises assigned employees on site to ensure that customer complaints regarding quality and reliability of products are resolved. MINIMUM REQUIREMENTS 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. High school diploma or General Education Degree (GED) required and five (5) years installation or related experience, or equivalent combination of education and experience. Requires knowledge gained through completion of Truss Technician Training Levels I and II certification. COMPETENCIES
Valid driver’s license Knowledge of company products, production processes and quality standards Knowledge of company product pricing, discount and estimating formulas and guidelines Strong attention to detail Ability to supervise and achieve work productivity through others Strong communications and interpersonal skills Knowledge of business mathematics
WORK ENVIRONMENT / PHYSICAL ACTIVITY 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.
Work is performed on both company and customer sites and involves driving to customer locations. Must be able to lift and carry up to 25 pounds frequently and on occasion up to 80 pounds. Subject to both typical office environment and outside locations with temperature and weather variations. May involve walking on uneven ground of a potential customer construction site.
