Service Technician

Job Type/Details

• Full-time, Hourly (non-exempt)
• Overtime opportunities
• Health, dental, vision, STD, LTD & life insurance benefits available (30-day waiting period applies)
• 401(k) with 2% company matching (90-day waiting period applies)
• Standard 2 weeks of vacation per year (90-day waiting period applies)
• 40 hours sick time per year
• 11 paid holidays per year

Our Company

The issue of mass incarceration and the soaring rate of recidivism is one of the most important civil rights issues of our time. At Awake, we believe we can play an active role in combatting this issue by providing meaningful second chance employment to formerly incarcerated individuals. Whether you have a record, or just want to work at a company that is part of the solution, Awake would love to have you join our team.

Awake Window & Door Co. Is an organization full of individuals deeply committed to our core values and creating solutions that excite our stakeholders. Our company is made up of an incredibly talented group of individuals dedicated to finding innovative solutions to complex problems. This group is never afraid of the hard work required to give our customers the best possible experience. We want your position at Awake to be the greatest job you have ever had. We are passionate about creating a compelling work place environment where you’ll have fun, you’ll do great work, you’ll be challenged to be better, and you’ll love what you do.

Job Description

Service Technicians are responsible for diagnosing product repair/warranty issues, developing and implementing corrective action plans, documenting initial service requests, and maintaining documentation on status of open requests. They are also responsible for assisting installers over the phone or in the field when necessary. Service technicians must have an excellent knowledge of Awake products, warranties and provide exceptional customer service and represent Awake in a professional manner.

Communication Skills

• Communicates effectively and courteously with customers, dealers, builders and installers.
• Works collaboratively with co-workers on projects involving multiple Field Service Technicians.
• Ability to receive constructive feedback and make necessary changes.
• Ability to ask questions when instructions are unclear.
• Actively looks for ways to encourage and support others.

Tasks/Detailed Work Activities – Field Service Technician

• Sets up appointments with customers via phone & email.
• Troubleshoots product issues over the phone or in the field.
• Diagnoses the causes of repair issues and develops corrective action plans.
• Determines if service is a warranty or installation issue.
• Orders parts for each service case assigned.
• Discusses problems arising from improper installation with dealers and installers.
• Performs repairs or adjustments in the field both locally as well as in remote locations outside of the state.
• Provides constructive feedback to Awake manufacturing leadership regarding service issues and brainstorms solutions.
• Electronically documents all service calls including problem, outcome, plan of action, etc.
• Closes service tickets in a timely manner.
• Assists in orienting and training new Field Service Technicians.
• Ensures all field service work is performed safely and in a professional manner, carefully adhering to all Awake PPE and safety policies.
• Maintains a proper inventory level of parts and supplies in service vehicle.
• Assists in unloading of the delivery truck at job site when needed.
• Accurately record findings of field service visits.
• Handle glass, (annealed and tempered).
• Adhere to all applicable regulations, policies and procedures for health, safety, and environmental compliance.
• Maintain a clean work area.
• Inspect finished products to locate flaws.
• Work with manager on recognizing trends of Issues arising with product.
• Educate Installers on proper procedures for adjustments, and installation.

Physical Demands

Employee must meet these physical demands to perform the essential functions of this job successfully. (Reasonable accommodations may be made to enable individuals with disabilities to perform these functions)

• Standing for long periods of time, walking, crouching, bending, and kneeling.
• Must be able to lift or move up to 50 pounds.
• Must be able to lift 30 pounds overhead.
• Sufficient visual acuity including close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Ability to regularly talk and hear (the noise level in the shop can be loud.)
• Must be able/willing to wear ear plugs/ear muffs, and safety glasses for entire shift.

Work Environment – Warehouse

• Well-ventilated, open-concept manufacturing warehouse
• Windows and skylights provide bright natural lighting throughout workday
• Organized and clean workflow promote collaboration amongst employees
• Respirators are required in limited environments to prevent inhalation of any hazardous particles
• Appropriate PPE is required as operation of some equipment may expose employees to noise levels exceeding 85 dBA, or debris from cutting and drilling
• Employees will be working in an evaporative cooled, non-air conditioned environment. While efforts are made to create a comfortable environment with plenty of air movement, temperatures may reach over 90 degrees in summer months.

Work Environment – Job Site

• Job sites in various phases of construction.
• Appropriate PPE is required and may vary from one job site to another.
• Employees will be working both outdoors and indoors where Awake product has been installed to provided the necessary repairs/service.

Job Specifications

• Education: High School Diploma or equivalent required.
• Experience: One year working in fabrication and/or manufacturing and 1 year experience in repair/service of windows & doors required.
• Must be a self-starter, motivated to perform with a high level of autonomy.
• Positive attitude

Technology/Desktop Computer Skills

• Basic personal computer skills
• Familiarity with Microsoft Products such as Outlook, Word, Excel, and Windows

Tools

• Power tools (impact driver, circular saw, cordless drill, etc.)
• Hand tools (caulking gun, tape measure, utility knife, etc.)
• Mitre and straight cut saws
• Copy router
• Hydraulic Punch
• Air compressor
• Glazing pump
• Drill Press
• Glass Cups and Glass Cranes

Travel Requirements

• Overnight and out of state travel will be required. (At times on short notice)

Driving Requirements

• Must be able to pass initial hire and annual random drug screens.
• Must maintain clean driving record.

Cultural Ambassador

• It is expected that all employees of Awake be ambassadors of the company’s vision statement, which reads: our vision is to awaken a community of gadflies that excite stakeholders by creating innovative solutions to complex problems.
• Each person must embody and live out our core values:
  • Love
  • Learn
  • Challenge
  • Own
  • Gratitude
• Must be passionate about our social mission which is focused on reducing recidivism and combatting mass incarceration by creating meaningful second chances and employment opportunities within our company.