SUMMARY: In your role as a Service Technician, you will be responsible for diagnosing, troubleshooting, adjusting, inspecting, repairing, and replacing parts on all Marvin products while at customer locations. You’ll conduct proactive quality control reviews of service tickets, inspections of replacement parts, and assist with technical support for inside staff. You must have a customer service, quality, and safety-focused approach to servicing all Marvin products.

Principal DUTIES AND RESPONSIBILITIES include the following, but not limited to:

• Through problem solving and diagnosis, you’ll perform and complete service jobs on Marvin products in the field.
• You’ll replace glass in windows or doors and install items such as window shades, blinds, muntins, screens, etc.
• You’ll be an advocate for your customers by providing them with helpful information on the care, operation and maintenance of their Marvin products.
• Generate and update all service-related paperwork following a service visit so that additional service calls can be scheduled, if necessary, and billing or credit can be completed.
• Conducts any necessary follow-up service work or communication to achieve resolution and a “Very Satisfied” Customer Service Rating from all Customers; Serves as a Customer Service Champion at all times.
• Performs job site walk-throughs and completes necessary paperwork, identifies items that need attention or correction prior to project finalization.
• Collects customer payment as required.
• Identifies and orders parts over the phone or via email through the CSR.
• Loads the service van with all necessary parts and equipment on a daily basis and maintains the assigned service vehicle.
• Abides by company Mission Statement, striving to achieve corporate goal of 100% Customer satisfaction, while making it easy for customers to do business with the company and promoting market share growth.
• May be asked to assist in the training of new Field Service Technicians or team members in other departments.
• Performs any other necessary task assigned in support of company goals or assists with customer issues.
• Completes service work orders and communicates any ongoing customer or product related issues with CSR’s.
• Meets company safety requirements by keeping work area neat and clean, following safety precautions and wearing required safety apparel (i.e., shoes, safety glasses, fall protection, etc.), and reporting any safety issues to the manager.
• Must have a valid driver’s license and comply with the company's Fleet Safety Policy
• Promotes and facilitates continuous improvement activities in the department.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skill, and/or ability required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Must have a valid driver’s license and be in compliance with the company Fleet Safety Policy.

Education and/or Experience

Must have High School Diploma, or GED, and dependable work history. Prior knowledge of general construction applications and terminology and/or window and door applications or components is required. Prior experience with power tools is required (i.e. table saw, circular or miter saw, pneumatic nail gun, power drill etc.).

Computer Skills

Familiarity with computers preferred. Expected to develop proficiency in Marvin proprietary software (i.e. PQM, OSC, OMS, etc.) and/or company email systems (Outlook).  

Communication Skills:

Excellent verbal and written English language skills are required as well as good customer service skills (in person and via the phone). Must be able to present information, gather information, and respond to questions from customers, managers, co-workers and the general public.

Professional Skills

Must be a team player and exhibit a strong desire to learn and promote self-growth. Must be pro-active, self-motivated, and have a demonstrated ability to follow assignments through to completion. Attention to detail is required.  Must be able to develop trust, respect, and confidence of customers, coworkers and managers. Must present in a clean and neat physical appearance. Must be able to problem solve and think creatively and positively when faced with obstacles.

Mathematical Skills:

Ability to subtract two digit numbers and to multiply and divide with 10s and 100s. Ability to perform calculations using units of money, time, measurement, etc.  Ability to calculate figures and amounts such as proportions, percentages, area, length, width, height, and depth.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit and use hands to handle or feel, especially with use of the phone and computer.  The employee frequently is required to reach with hands and arms and talk or hear especially in use of the telephone and meetings.  The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl. 

The employee must occasionally lift and/or move up to 100 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Repetitive body motions may be required.  Time commitment required of this position will vary with the seasons. 

Work Environment:

Work environment with this job includes company warehouse facilities, company service vehicle, and customer job sites or homes. The noise level of this job is typically moderate to loud. Temperature fluctuates with seasons. 

This position description is not intended to be and should not be construed as an all-inclusive list of responsibilities, skills or working conditions associated with this position. While this description is intended to accurately reflect the position’s activities and requirements, management reserves the right to modify, add or remove duties as necessary.

Condition of Employment: Post-offer background check, MVR and drug screen required. Mountain West Windows and Doors is committed to workforce diversity.  Mountain West Windows and Doors participates in E- Verify. 

Mountain West Windows and Doors is an equal opportunity employer committed to an inclusive and harassment-free workplace.