Sr. Field Service Technician

Viwinco is seeking an experienced Sr. Field Service Technician to provide on-site service and technical support for our window and door products. In this role, you will diagnose and resolve product and installation issues at customer, dealer, and job sites, complete warranty repairs, and serve as a knowledgeable point of contact for customers in the field. As a senior member of the team, you will also mentor less experienced technicians, share field insights with to support product improvements, and help ensure every service call reflects Viwinco’s commitment to quality and customer satisfaction. This position requires regular travel.

Responsibilities:

• Participate and oversee service calls at different homeowner locations to repair and/or replace Viwinco windows.


• Ensure the customer is completely satisfied with their Viwinco windows and patio doors.


• Ensure replacement parts are the correct size before performing a service.


• Review the operation and maintenance of the repaired window and answer any questions the customer may have.


• Ensure all windows are in proper working condition before leaving the facility.


• Responsible for the safe handling of the service vans and promptly reporting any mechanical problems that arise.


• Maintains an appropriate stock level of parts in the service van.


• Resolve service calls accurately and efficiently.


• Responsible for daily maintenance of service van (ie: oil changes, inspections, brakes & tires)


• Partner with other Service Technician, Service Manager and other members of the Customer Service Team to ensure complete customer satisfaction.


• Complete, accurate, and timely submission of all paperwork.


• Require occasional overnight stays (25%)


• Must maintain a professional and courteous attitude.


• Performs all other responsibilities as assigned by management.

Requirements:

• At least 5 years' experience in a finish carpentry industry


• Proficient in basic repair/service of patio doors and windows


• Valid Driver’s License


• Excellent verbal and written communication skills


• Highly organized and ability to take feedback


• Ability to comprehend complex issues


• Highly organized and the ability to reflect empathy to customers while completing a service job


• Strong understanding of customer service and first call resolution