Field Service Technician

For over 20 years, Great Windows Services is the premier installation company of custom-made blinds, shades, draperies and shutters, servicing the greater Baltimore-Washington, D.C. area, Delaware, Pittsburgh, Pennsylvania and the Florida market. We are the exclusive installation partner for 3 Day Blinds and proudly work with their clients in these areas to complete their window covering projects with exceptional installation services. 3 Day Blinds has been in business for over 40 years and they delight in transforming client homes and workplaces with custom-made window coverings. We do it together and operate as “One Team” to exceed client expectations. At Great Windows Services, our unique service approach differentiates us in the industry by offering our clients a personalized “white glove” experience. In the end, we are not satisfied unless the client is thrilled! We strive to create a culture of learning and opportunity, and most importantly, an environment where you can feel passionate and connected to your work every day.

The Installation Technician performs a variety of duties, including installation of custom window shades, blinds, shutters and wood cornices as well as perform technical measures of client windows and related applications to ensure proper fit of the window coverings. Recipient of technical and application training to ensure efficient use of company assets and compliance with First Time Right (completion rate), and customer satisfaction goals and objectives. Maintains a fully integrated mindset in all interactions by working with local Sales team and Great Windows Services (GWS) support personnel to ensure an outstanding client experience end-to-end. Provides technical recommendations for the Production team to improve the operation, application and functionality of window covering products, as well as feedback on packaging of products to minimize shipping damage and reduce material waste. Acts as a “beta test” participant with the launch of new processes, systems, products, lift systems and related product features. Participates in cross-functional round table discussions to improve operational support from the warehouse and fleet/facility management teams.

WHAT'S IN IT FOR YOU

• You’ll receive competitive pay and benefits including medical, dental, vision, time off with pay and a 401(k) plan with a degree of employer matching.
• You will receive paid training on all aspects of Window Treatments.
• This position can earn an average of $65,000 once in a truck and training completed, with potential to earn over $100,000 annually based on the volume of jobs run.
• You’ll be issued a company vehicle along with a gas card.
• We provide short-term and long-term disability benefits at no cost to you! In addition, we offer company-paid life and accidental death and dismemberment insurance with opportunities to elect additional voluntary insurance plans as well.
• We offer eligible employees six weeks of paid parental leave to bond with a child following birth, adoption, or foster placement.
• Enjoy amazing discounts on our 3 Day Blinds products as well as access to various other exclusive discounts!

HOW YOU’LL CONTRIBUTE

Installation/Service Support & Measuring

• Run the assigned jobs on behalf of the company and our clients. Each Installation Technician will be assigned multiple jobs per day, each with an arrival time expectation to the client’s home.
• Install all product types (shutters, shades, blinds, cornices, draperies) and/or measure client windows pre-installation as required.
• Maintain a high First Time Right (completion rate) for installations and services. Utilize spare components or hardware from their trucks and/or as necessary should cut down or amend the blind configuration to ensure the job is satisfactorily completed. Advise the Field Managers and Warehouse Manager if product arrives damaged, missing components or is incomplete in terms of window coverings required for the client.
• Report into the Field Manager anytime a job cannot be completed and walk through the detailed circumstances that contributed to the incomplete outcome.
• Care for the client in the home and reassure that the job will be corrected to exceed their expectations
• Call the Installation Support department from the jobsite, advise the cause of the incomplete, and work with the client to select a return date and time to complete the order.

Customer Experience & Training

• Participate in monthly training, or more frequently as required, to improve and expand skillset and overall technical capabilities. Includes new product training.
• Participate in ride-alongs with the Field Manager to receive feedback on how to improve the work quality and client interaction.
• Embrace the customer-centric culture and use guidelines for client interaction to ensure consistency, dissemination of all information a client needs, and that all the client’s questions are addressed.
• Maintain high customer satisfaction metrics
• Tenured or experienced Technicians will participate in quarterly “Technician Counsel” meetings with the General Manager and/or Director of Field Service to provide proactive ideas that will improve the operation’s efficiency, morale and the overall client experience

Partnerships with Support Teams

• Partner with Sales and Production to drive sustaining and repeatable improvements in the client experience.
• Support new product launches with hands-on use and testing – provide insights from the installation perspective as part of the feedback process. Includes the window covering functionality in the client’s home (for improvements or changes) as well as the use and effectiveness of supporting materials, brackets and hardware.
• Partner with Sales and support their technical or application questions as they arise prior to, or during, the point of sale process.

ATTRIBUTES FOR SUCCESS

• Positive customer centric mindset in all interactions
• Problem solving and multi-tasking skills
• Collaborative and participative skills where the favorable outcome of the job is top of mind
• Technical aptitude with a desire and willingness to grow as the product base and/or business grows
• Strong interpersonal and communication skills, with a professional and positive demeanor in all interactions
• Ability and willingness to leverage business system applications to support the job and to keep management and support personnel informed
• Strong time management and organizational skills – ability to prioritize work, multi-task and thrive in fast-paced environment

EDUCATION & EXPERIENCE REQUIREMENTS:

• High school degree, trade school degree or technical certification preferred
• Ability to work full-time, following a schedule of Tuesday through Saturday
• Construction/home improvement industry experience
• Experience in residential services work, preferably in a window covering industry
• This role requires the ability to lift and carry products up to and occasionally over 50 pounds along with frequently sitting, standing, walking, squatting, bending, kneeling, and reaching
• Licensed to operate a motor vehicle and driving record is in good standing