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Lead Field Service Technician
2 months ago
Position: Senior Service Technician
Department: OEM Operations
Shift: 1st shift
Position Summary
The Senior Service Technician is responsible for overseeing field service operations by utilizing a comprehensive knowledge base to deliver technical and sales assistance to both internal and external customers, particularly focusing on OEM clients. This role involves regular engagement with OEM installers and purchasers to ensure proper installation of products and prompt resolution of any issues that arise.
Key Responsibilities:
- Serve as a primary resource for existing or potential Carefree products by:
- Conducting hands-on training sessions on the installation and use of Carefree products.
- Providing on-site repair services for damaged or malfunctioning Carefree products.
- Addressing, following up, and documenting inquiries related to OEM installation, performance, or repairs.
- Travel to OEM clients across North America, focusing on:
- Supporting sales initiatives by showcasing technical expertise.
- Communicating product updates and enhancements, and delivering additional products as needed.
- Conducting audits to verify adherence to proper OEM installation protocols.
- Develop video content that enhances written documentation regarding product installation, usage, and troubleshooting.
- Assist Warranty Technicians by managing technical support calls.
- Maintain thorough documentation of audits, customer interactions, and product issues.
- Collaborate with Operations, Engineering, and Sales teams to provide insights on observed trends, potential solutions, and customer requirements.
- Facilitate educational seminars focused on product-specific technical support.
- Support OEM product exhibitions and rallies by offering warranty or repair services.
- Participate in compliance and issue review meetings, representing customer perspectives and aiding in action prioritization and root cause analysis.
- Provide leadership and guidance throughout the issue investigation process.
- Act as a positive brand ambassador, representing the company to customers and safeguarding brand integrity.
- Embrace Carefree's Core Values: Commitment to Customers, Quality, Integrity, Innovation, Performance-based culture, and Diversity.
Qualifications:
- High school diploma or equivalent.
- 5+ years of experience in awning installation/repair or equivalent technical skills.
- Excellent communication and customer service abilities.
- Valid Driver's License with a driving record compliant with Carefree's Non-DOT Driver Policy.
- Willingness to travel within a 30-mile radius daily.
- Occasional travel up to 300 miles for customer visits and very rare overnight travel for OEM events (less than 5%).
Compensation and Benefits:
The anticipated wage for this position ranges from $2,307.69 to $2,692.30 biweekly.
Benefits include medical, dental, vision, FSA, HSA, 401(k) with company match, life insurance (both employer-paid and voluntary), paid time off (vacation & holidays), Short-Term Disability, Long-Term Disability, and voluntary accident, critical illness, and hospital indemnity insurance.
About Carefree of Colorado:
Carefree of Colorado, a division of the Scott Fetzer Company, stands as the leading provider of awnings, shade products, and accessories in the global Recreational Vehicle market. Our strong industry position and financial stability have afforded our employees solid career opportunities with room for professional advancement over our 50-plus year history.
We pride ourselves on our manufacturing and assembly operations, which are built on LEAN principles and continuous investment in technology and our workforce. Our commitment to Quality, Value, Performance, and Style is what our customers have come to expect.
