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Field Service Technician
5 months ago
As the Field Service Assistant, you will understudy in the Hormann Burgettstown plant for up to 6 months. You will work in collaboration with the Field Service Manager, Manufacturing, Engineering, and Sales/Sales Communication Support departments with the goal of improving focus on product development, and overall customer satisfaction.
Essential Duties and Responsibilities
Operational/Plant:
- Assist engineers with factory installations of new products to assist with build of BOM and identify short comings.
- Work with wind testing engineers to adjust panels and install different doors as needed.
- Obtain and evaluate all relevant information to handle inquiries involving warranty dispute/customer dissatisfaction/product failure.
- Communicate and coordinate with Regional Sales Managers, as well as internal departments, to resolve issues to end user satisfaction immediately.
- Clearly identify the cause of issue: Manufacturing Error, Design issue, Bad parts from Vendor, Poor instructions, Poor Installation by local Installer/Dealer, Un-Trained Installer, Miss-applied product.
- When necessary, conduct on-site critical technical support to facilitate issue resolution.
- If problems occurred due to Hörmann oversite, i.e. misapplied product or manufacturing/product defect, post information on company internal system (Salesforce Bulletin Board) for all departments to have access to for future opportunities.
- Provide an alternate technical assistance resource for electrical and mechanical problems that could be encountered before, during, and after product installation.
- Working directly with Regional Sales Managers, evaluate existing service dealers and sub dealers to identify performance gaps, and work with the RSM’s to develop and implement action plans to address these gaps.
- Engage in activity to ensure a positive and mutually beneficial relationship exists between Hörmann and dealers.
- Identify regions without or with low level dealer representation.
- Work with Regional Sales Managers to identify potential dealer candidates and work towards establishing viable representation.
- Review as needed working within in house tech service dept. all dealer warranty claims and recommend disposition and resolve disputes as required.
Project Management:
- Work directly with Vertical Managers and RSM’s to review project plans and specifications, as needed, to determine product need as well as features/options needed, and conduct pro-active planning with RSM’s to avoid blind spots and surprises during the construction phase.
- Single point of contact for questions, schedules, issues, and change orders once project awarded.
- Work directly with local installation crew to determine and maintain project timelines, manage through changing site conditions, and support change order/backorder resolution.
- Ensure the proper commissioning of Hörmann products and basic product training of end user has been completed accurately.
- Work with marketing on all trade shows.
- Work with tech support as extra phone.
- Work with our dealer network to make them all around better installers.
- To assure that Hormann has the best and most prepared team of dealers/installers in the high-performance door business.
Work Environment/Physical Demands:
- Must be able to travel 75% of the time.
- Must be willing to work flexible and additional hours if needed.
- Must be capable of lifting up to 75 lbs.
Who we are:
Hörmann is a premier manufacturer of garage doors. We provide the building industry with high quality, innovative garage doors at competitive prices while maintaining a reputation of quality, reliability, and integrity. We offer a team-centered environment, where each member's unique knowledge, skills, abilities, and efforts define our success as a company.
As an international corporation Hörmann LLC prizes diversity in all positions; therefore, candidates with second language ability especially in Spanish or German will be given additional consideration; however, fluency in English is required.
Hörmann is an Equal Opportunity Employer with a diverse employment environment.
Hörmann is committed to providing access and reasonable accommodation in its services, activities, programs, and employment opportunities in accordance with the Americans with Disabilities Act and other applicable laws.
Additional Comments:
Hörmann offers a comprehensive, competitive benefit package including medical, dental, vision, life, and supplemental insurance plans, 401(k) with employer match, as well as vacation and holiday pay.
Hörmann is a drug-free workplace. All offers of employment will be contingent on successfully passing a criminal background check and a pre-employment drug test.
