Lead Service & Installation Technician - Doors Windows Millwork

Job Summary

We are a leading millwork company specializing in doors, windows, and architectural millwork. We're seeking a Lead Field Service and Installation Technician to join our team. In this role, you will travel to customer sites to install and service a range of our products, including our phantom screens, storefront systems, and Masonite doors. Candidate must have experience in carpentry, field installations, and a commitment to exceptional customer service. Join us and be a part of a transforming spaces with quality craftsmanship. This is a self-directed field position for a skilled technician who is comfortable working alone or with the field service team, diagnosing issues in the field, completing repairs/installations without direct supervision, and communicating professionally with customers.

Primary Role:  Independently diagnose, repair, and/or replace products sold by the company that are found to be defective, under warranty, or in need of service in a timely manner. This includes identifying installation-related issues caused by third-party installers and clearly communicating corrective actions or recommendations to customers when product failure is the result of improper installation rather than a product defect.

Installation/Other: Perform independent installation of, or work with our service team technicians when applicable, to install various product lines including entry doors, Phantom products (including motorized units, door screens, and window screens), storefront systems, and other specialty products, as well as non-warranty charge work and customer consultation appointments. Provide additional support in the shop, warehouse, showroom, or at trade shows as needed throughout the year.

Essential Functions & Responsibilities Installation / Service

1. Provide consultation meetings with our customers when required for new installation or service work.
2. Negotiate with customers a feasible solution, explaining reasons for repair/ replacement using effective communication skills and knowledge of product construction & installation.
3. Review material needed for replacement, repair or new installation using information from customer order. 
4. Read job work order, load appropriate material.
5. Install products and/or repair defective products according to job or service work order, in accordance with OSHA safety regulations.
6. Operate tools and equipment as required for the job, keeping in mind all safety regulations. Maintain tools on a daily basis protecting from damage or loss.
7. Survey jobsites for potential hazards prior to performing installation or field work.
8. Notify Service Dept Manager on problems on the jobsite as they occur, never leave jobsite without authorization from supervisor. i.e. Customer not at site, unsatisfied customer, etc.
9. Log daily work/travel times using our field tech SharePoint app including times of arrival and departure times.
10. Properly update service reports of work performed per each service call or installation using the SharePoint field tech app.
11. Return any un-used repair materials or products to their designated locations. Returns should be processed using return notification. Return tickets and tagged properly with locations to return to vendors for credit.
12. Maintain service shop area as well as the service parts room and Phantom area: appearance and keep shelves and material stored in an orderly fashion 
13. Maintain service van.
14. Suggest product improvements to supervisor/vendor using knowledge of product design and installation.
15. Assist as needed with any shop/warehouse/showroom production or repairs using knowledge supplied by supervisor.
16. Attend seminars and meetings to improve skills in the area of sales, products and the company mission using techniques such as interviewing and role playing effectively.
17. Overnight service jobs occasionally as required. 

Required Education & Experience

• 3-5 years of experience in on-site work including installations or service in residential settings and construction job sites.
• Valid Driver’s License and be insurable by company auto policy
• Experience in residential and/or commercial construction and installation working with power tools
• Valid MA Contractors License (desired)