Field Service Representative

Description:

This role is responsible for providing exceptional onsite customer service and conducting thorough quality inspections, before, during and after installation. Your responsibilities will also include managing subcontractors and cultivating strong relationships with builders, vendors, and customers. Leveraging your robust knowledge of construction, particularly in flooring, cabinets, and countertops. You will ensure projects meet our high standards and exceed client expectations.

Essential Duties and Responsibilities:

• Provide exceptional onsite customer service throughout the project lifecycle: Serve as the primary point of contact for customers on-location before, during, and after installation, addressing their inquiries, resolving concerns, and ensuring a positive experience.
• Conduct thorough quality inspections at various project stages: Perform detailed inspections before installation to assess readiness, during installation to monitor progress and adherence to standards, and after installation to ensure final quality and customer satisfaction, with a focus on flooring, cabinets, and countertops.
• Manage and coordinate the activities of subcontractors effectively: Oversee the work of third-party installers and other service providers, ensuring they adhere to project timelines, quality standards, and company expectations.
• Cultivate and maintain strong relationships with builders, vendors, and customers: Build rapport and communicate proactively with all stakeholders to facilitate smooth project execution, address potential issues, and foster long-term partnerships.
• Leverage robust construction knowledge to ensure project success: Apply expertise in construction, particularly in flooring, cabinets, and countertops, to assess work quality, identify potential issues, and provide informed guidance to subcontractors and customers.
• Serve as a liaison between the company and onsite stakeholders: Effectively communicate project progress, inspection findings, and any concerns between the field, internal teams (sales, operations), and external partners.
• Identify, document, and facilitate the resolution of onsite issues and discrepancies: Proactively identify any challenges or deviations from quality standards, document them thoroughly, and work with relevant parties to implement effective solutions.
• Provide guidance and support to subcontractors on quality standards and project requirements: Communicate expectations clearly and offer support to ensure subcontractors understand and meet the required quality levels for flooring, cabinets, and countertops.
• Document all service activities, inspections, and communications accurately and efficiently: Maintain detailed records of site visits, inspection reports, subcontractor interactions, and customer communications.
• Ensure adherence to company policies, procedures, and safety regulations on all job sites: Promote a safe working environment and ensure all activities comply with established guidelines.
• Maintain an organized and safe work environment, adhering to all established safety regulations and guidelines.
• Communicate effectively in English, both verbally and in writing. Proficiency in Spanish is preferred.
• Respond courteously and professionally to all inquiries from customers, builders, and vendors.
• Demonstrate the ability to work both independently and collaboratively within a team.

· Perform other related projects and duties as assigned to support the overall success of the team and company objectives.

Requirements:

Qualifications:

· Must pass all criminal, substance and or financial background checks as requested.

· Must possess a valid class “c” driver’s license and pass Motor Vehicle Report audits.

Education and Experience:

· High School Diploma or General Education Diploma and at 2 years of closely related experience is preferred

OR

· 5 years of closely related experience OR equivalent combination of education and experience

Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job:

· Regularly required to sit, stand, bend and walk intermittently and for long periods of time

· Use hands to finger, handle, or feel and talk or hear

· Frequently required to reach with hands and arms

· Occasionally stand and walk

· Must lift and/or move up to 25 pounds, or more with a lifting partner

· Specific vision abilities required by this job include close vision

· The noise level in the work environment is usually moderate to loud

· Must be able to travel up to 25%

Work Environment: This position is primarily inside a building with or without air conditioning and heating, Regularly walking outside in the elements is required.