The Window & Door Service Technician is responsible for providing exceptional customer service through troubleshooting, repair, installation, and parts support for windows, patio doors, and exterior doors. This role performs both field service and service center duties, supporting customers, contractors, and internal teams. A strong focus on safety, quality workmanship, and customer satisfaction is essential. Regular and reliable attendance is an essential function of this position.

KEY RESPONSIBILITIES

Field Service Perform on-site inspections of windows, patio doors, and exterior doors Determine warranty versus non-warranty repairs and communicate findings Document issues through written notes and photos; provide repair and maintenance recommendations Take accurate measurements and gather information for estimates Troubleshoot, adjust, repair, and install products from multiple manufacturers Complete repairs and installations efficiently and clean up job sites Communicate job status, part needs, and completion updates to customers and internal teams Collect customer payments as required Maintain accurate and complete service documentation Safely operate company vehicles, including vans and trailers Maintain cleanliness and organization of company vehicles and tools Service Center & Parts Support Assist walk-in, phone, and email customers with parts sales and service needs Pull and prepare parts orders for customers and field technicians Provide product identification, troubleshooting assistance, and repair options Generate quotes for parts and in-house repairs Process orders and payments using company systems (e.g., BisTrack) Operate forklift to restock inventory (as trained) Maintain organization and cleanliness of warehouse and service areas Customize parts using tools such as saws and routers (as trained) Perform in-house repairs, including glass, hardware, and screen replacements Track inventory, including scrap and interdepartmental transfers Assist with physical inventory and support other departments as needed Safety & Compliance Follow all safety policies and procedures, including proper use of PPE Operate tools, vehicles, and equipment only when trained and authorized Participate in required safety training and awareness programs Report safety concerns, hazards, and incidents promptly Maintain a clean, organized, and safe work environment Follow ergonomic best practices in all work activities Continuous Improvement Support continuous improvement initiatives and standard work processes Identify opportunities to improve service quality, efficiency, and customer experience Participate in 5S/6S activities and maintain organized work areas

ADDITIONAL RESPONSIBILITIES

Maintain company property, including vehicles and tools, in accordance with company policies Maintain a professional appearance and positive company image Participate in training and development opportunities as required Education & Experience High school diploma or GED required 1-3 years of experience in window, door, or building product installation or service preferred Experience with brands such as Marvin, Andersen, or similar products preferred Knowledge, Skills & Abilities Strong customer service and communication skills Ability to troubleshoot and resolve product issues Strong problem-solving and analytical skills Ability to work independently with minimal supervision Knowledge of window and door installation and repair techniques Ability to read a tape measure and perform basic math Ability to safely operate tools, equipment, and trailers Basic computer skills for documentation and order processing Ability to work effectively with customers, including handling concerns or complaints Willingness to learn new products, systems, and processes

WORK ENVIRONMENT

Combination of field (job sites) and service center/warehouse environment Exposure to varying weather conditions, including extreme heat and cold Work at heights using ladders, scaffolding, and lifts Exposure to dust, noise, and mechanical equipment

PHYSICAL DEMANDS

Ability to lift and carry 75-100 lbs. regularly (over 100 lbs. occasionally) Ability to work on ladders, scaffolding, and lifts up to 100 feet Frequent standing, bending, kneeling, squatting, and reaching Repetitive use of hands and fingers for tools and repairs Ability to work flexible hours based on business needs

LICENSES & CERTIFICATIONS

Valid driver's license with acceptable driving record required DOT Health Card or ability to obtain upon hire Ability to obtain manufacturer service certifications (e.g., Marvin, Andersen)