Field Service Technician

RT London provides industry-leading furniture solutions for high-use, active environments across the United States. Established in 1989, the company combines collaborative design with commercial-grade durability to serve higher education, human services, and government and defense sectors. All products are engineered and manufactured in Grand Rapids, Michigan, supporting domestic jobs and ensuring strict quality control, reliable lead times, and responsive customer service.

RT London emphasizes sustainable practices through regional sourcing and advanced water-based, UV-cured finishes that reduce environmental impact and improve user safety. The company delivers durable, customizable furniture designed to perform for years in demanding institutional settings.

Summary:

The Field Service Technician is responsible for executing field service operations in a way that balances exceptional customer experience with cost-effective operational execution. This role serves as a critical link between customers, sales representatives, engineering, operations, and leadership to ensure warranty concerns, field service requests, sample logistics, trade shows, and mock-up needs are handled proactively and professionally.

The ideal candidate is highly organized, solutions-oriented, and capable of independently managing priorities while maintaining a servant-minded approach to customer interactions. This individual must be able to think critically, assess situations in the field, and determine the most efficient and customer-friendly path to resolution.

Key Responsibilities:

• Coordinate and execute warranty service, field repairs, furniture installations, and support requests at customer sites
• Assess field situations and determine the most cost-effective and customer-focused approach for resolving issues while protecting company standards and relationships
• Work collaboratively with sales representatives to determine warranty, sample, mock-up, field service, and trade show support needs
• Partner closely with Engineering and customers to troubleshoot issues and develop appropriate warranty resolutions
• Collaborate regularly with the VP of Sales to establish priorities, align resources, and support strategic customer initiatives
• Plan and manage travel schedules strategically to maximize efficiency, productivity, and time on the road
• Maintain and prioritize an active schedule of warranty work, field service requests, sample deliveries, mock-up coordination, and trade show support
• Coordinate and execute the delivery, setup, teardown, and removal of product mockups, trade show booths, and display installations
• Occasionally support and supervise large-scale furniture installations across the US
• Serve as a professional, face-to-face representative of the company with customers, maintaining a servant-minded, solution-focused approach during warranty or service interactions
• Hire, coordinate, and manage seasonal field service support teams and/or local external partners as needed to assist with warranty and field service work
• Collaborate cross-functionally with sales, operations, engineering, and customer service teams to ensure successful execution and follow-through
• Maintain accurate communication and documentation related to service work, scheduling, and customer follow-up 

Qualifications:

• Technical and mechanical skills: ability to read and interpret technical drawings, use hand and power tools safely, and perform basic carpentry or mechanical adjustments on furniture components
• Field service and troubleshooting skills: experience diagnosing issues on-site, performing repairs, and completing installations in commercial or institutional environments
• Customer service and communication skills: strong interpersonal skills to interact professionally with clients, explain findings, and provide clear updates to internal teams
• Organizational and time management skills: ability to plan routes, manage multiple service tickets, maintain accurate records, and meet deadlines with minimal supervision
• Physical capabilities: capacity to lift and move furniture and materials, stand for extended periods, and work safely in a variety of on-site conditions
• Basic computer skills: ability to use email, mobile devices, and service software to log work, complete reports, and access documentation
• Relevant experience in furniture, construction, facilities, or a related trade; familiarity with contract furniture or institutional environments is beneficial
• High school diploma or equivalent required; technical training or certifications in maintenance, carpentry, or a related field are a plus
• Valid driver’s license and acceptable driving record to travel to client locations as needed