Field Service Technician in Orlando at Masco Cabinetry

Date Posted: 9/11/2018

Job Snapshot

Job Description

Masco Cabinetry has an immediate opening for a Field Service Technician in the Orlando, FL territory!


Masco Cabinetry manufactures three nationally recognized cabinetry brands, KraftMaid®, Merillat® and QualityCabinets®. Offering an unmatched selection of stylish, high-quality products at a variety of price levels, Masco Cabinetry brands are favored by builders, dealers, distributors and home centers throughout North America. A leader in environmental stewardship, Masco Cabinetry products have been granted an Environmental Stewardship Program certificate by the Kitchen Cabinet Manufacturers Association.


JOB SUMMARY:

Responsible for providing on-site customer service as directed for Purpose of performing evaluations, maintenance, repairs, and replacements on behalf of product offerings. Responsible for investigating problems, researching causes, and formulating resolutions on issues taking place in a defined territory across all business channels. Most resolutions will require the physical replacement and/or refinishing of product. Complete required field documentation and reports and electronically transmit appropriate information in a timely fashion as dictated by company policy and departmental procedures.


PRINCIPAL FUNCTIONAL RESPONSIBILITIES:

  • Assess consumer problems on-site in the field by gathering information and providing solutions based on company policies
  • Make necessary repairs to product in consumer homes as well as retail displays and selling centers
  • Initiate necessary corrective action for issues within a defined territory.
  • Perform basic to advanced services on company product offerings. Cabinetry repair ranges from replacing hinges to refinishing doors. Specific training on all repair procedures will be provided.
  • Based on knowledge of the facts, formulate and implement solutions in order to resolve issues.
  • Exercise independent judgment and discretion in handling specific issues, understanding that decisions have a significant impact on our business as well as our internal and external customers.
  • Order and coordinate the distribution of replacement parts with the Customer Care Department within specified time period in order to completely resolve field issues.
  • Complete various reports detailing the findings of each on-site appointment as required.
  • Communicate timely, appropriate information of issues to internal and external resources as directed. Participate in regular conference calls and webcasts as directed.
  • Utilize and manage outside subcontractor network as needed to ensure repair quality and timelines are met and customer satisfaction is maintained.
  • Keep abreast of the latest industry advances through continuous education.
  • Communicate recommendations for business improvement strategies to department management.

ESSENTIAL QUALIFICATIONS AND SKILLS:

  • Ability to work flexible hours. Requires travel to various customer sites within a defined territory. Position averages 1 to 2 overnights per week. Must have and maintain a valid driver’s license.
  • Customer-oriented and capable of understanding customer needs
  • Goal-oriented and driven to achieve results for the success of the company.
  • Possess a blend of business and technical savvy.
  • Possess strong organization skills to handle and manage a large volume of information. Should have the ability to prioritize information and tasks as well as handle multiple projects and changing priorities
  • Possess strong attention to detail, accuracy and high quality standards.
  • Possess excellent problem solving skills, being able to define problems and opportunities, respond to requests and make sound recommendations within deadline.
  • Ability to work independently and without close supervision. Must be able to take initiative on projects within assigned responsibility. Should be resourceful in meeting goals and driving results for the company.
  • Demonstrate good verbal and written communication skills. Must be able to communicate clearly to customers and internal personnel. Must be a good listener and able to probe for and understand customers problems, concerns, etc.
  • Ability to work and communicate with multiple levels/departments in the organization, including the sales force, quality, manufacturing, etc. Experience interfacing with customers is preferred. Must exercise professionalism and courteousness at all times while at customer facilities.
  • Must understand computer basics and be able to learn new applications.
  • Field service and/or repair experience required.

PREFERRED QUALIFICATIONS AND SKILLS:

  • Experience and knowledge in the cabinet or building product industry preferred.

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