Job Description

Warranty Field Technician

The Warranty Field Technician will promote the PrimeSource brand assessing and resolving warranty claims, troubleshooting customer concerns, and ensuring product performance in the field. This role requires regional travel to customer sites as directed by the Customer Service Technical Manager and plays a key role in representing the company to external customers.

Status: Salaried, Exempt

Position Type: Full-Time

Hours: Average of 40-50 hours per week

Schedule: M-F

Qualifications

Reports to: Customer Service Technical Manager

Key Roles:

• Addresses and resolves customer issues and concerns in a timely and professional manner.
• Assesses and stays up to date on latest trends and developments related to the product
• Travels to sites of installation to replace defective products or complete a site inspection.
• Travel overnight from Monday through Friday as needed.
• Identifies and replaces defective products as needed.
• Parts and material management to keep track of orders, parts, and materials needed to complete repairs.
• Track and analyze complaints to identify areas for product or process improvement.
• Maintains knowledge of product life cycle.
• Work in the plant or other areas of the company during periods of reduced workload
• Maintain detailed and accurate records of all service calls, including work performed, parts used, time spent, and resolutions provided. Documenting findings, capturing photos, and obtaining customer signatures are all part of this process.
• Follow all company procedures and safety regulations in the field and within the production plants, ensuring that all repairs comply with warranty terms and standards.

Required Competencies

• Ability to perform physically demanding tasks, including lifting heavy items (e.g., 50+ pounds), climbing ladders, and working in various weather conditions and environments.
• Regular use of hands and fingers to handle, grasp, or manipulate objects, tools, or controls, and to extend arms and hands as needed.
• Willingness to learn and adapt to new processes or products.
• Strong ability to work independently as well as collaboratively with team members.
• Minimum of 5 years of relevant carpentry, electrical, construction, or field service experience. Experience with Keylink railing is preferred.
• A valid driver’s license and clean driving record is required.
• Proficient with hand and power tools and a strong knowledge of building codes, product specifications, and installation techniques for decks, railings, and other outdoor living systems.
• A customer-first attitude with empathy and patience when addressing customer concerns.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Travel Requirements

• Extensive travel is required, averaging 70-80% of work time.
• Travel throughout the continental United States is required to support customer installations and warranty claims.
• Frequent overnight travel is required, including travel from Monday through Friday as business needs dictate.
• Must possess a valid driver’s license, maintain a satisfactory driving record, and be able to travel by air and vehicle.

Work Environment

While performing the duties of this job, the employee regularly works in a manufacturing or outdoor environment and may be exposed to varying weather conditions.