Job Description

Our company culture is built upon YKK’s philosophy called the CYCLE OF GOODNESS™. We believe that providing value and being fair to our customers and our employees is what makes us a successful company in return. Guided by our core values and fundamental behaviors, we strive to foster a caring company, committed employees and challenging work that benefits our employees, customers, and communities. We offer competitive compensation packages, training and advancement opportunities. YKK AP America provides employees with a comprehensive benefits package designed to provide the security they need to enjoy life at home and at work. By providing a high level of benefit coverage at a reasonable cost to the employee, we hope to foster a long and productive employment relationship.

The Field Service Technician will be in charge of diagnosing and remedying product-related issues generated by service requests from the customers, project managers, warranty team, and installation personnel.This position will provide superior field support on window and door products by performing service in the customer’s home or site. TRAINING FOR ROLE WILL BE ON THE ROAD WITH CURRENT TEAM.

Essential Duties and Responsibilities

• Analyze and troubleshoot product performance concerns.
• Visit job sites to investigate, review, and remediate customer’s concerns.
• Remove, glaze, and install Insulated Glass Units in window sashes.
• Service windows and sliding patio doors for product performance concerns.
• Remediate issues by repairing or replacing window & door hardware, changing rollers, update replacing weather-stripping, etc.
• Ensure we have the necessary materials to complete assigned projects
• Interact with and relay service findings to Quality Assurance team for improvements in the manufacturing facility.
• Communicate effectively with Quality Manager, Customer Service, and Production Manager on progress of remediation services and any issues as they arise.
• Communicate effectively with customers before, during, and possibly after service
• Maintain documentation for all aspects of position
• Must be on time to work and have good attendance
• Maintain an excellent appearance
• Other duties may be assigned as required

Qualifications

• Experience in finish carpentry and woodworking with doors and windows; desired but not required
• Experienced with framing and window trim out preferred
• Understand basic product, product performance characteristics, etc.
• Mechanical aptitude
• Ability to safely operate power tools
• Ability to apply concepts of basic math, algebra and geometry
• Ability to read a measuring tape
• Customer service skills
• Excellent written and oral communication skills
• Must be organized and have good follow up skills
• Computer literate including the knowledge of Microsoft Office tools (Word/Excel).
• Must have a clean and valid driving license
• A great attitude, be self-motivated, driven, efficient, and detail oriented
• Ability to follow all safety protocols for company and location
• Must speak English
• The employee should also have visual acuity, including color and depth perception, with a field of vision and auditory ability to receive verbal communication.

Education/Experience

• A minimum of three or more years of construction related experience
• One or more years of customer service skills preferred
• High school diploma as a minimum, advanced college or trade school degree a plus

Certificates and Licenses

• Valid driver’s license

Work Environment

• The noise level in the work environment may be loud, which may require employees to shout.

Physical Demands

• Frequent use of eye, hand, and finger coordination
• Frequent standing, walking, sitting and climbing
• Must be able to lift up to 50lbs without assistance
• Must be able to lift 50+lbs with assistance.
• Use of hand tools and ladders
• Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.

Ability to Travel

• Required to travel to service sites daily. The employee must have the ability to travel via air or car to other company locations and/or customers throughout the area up to 75% annually.