Field Services Representative

Job Summary

Provide exceptional field service to the customer base in support of the sales effort. Service, promote, demonstrate, and train on the various roofing systems, products, and accessories. Service a regional area or customer base to ensure quality installations of Carlisle Architectural Metals (CAM) products. CAM to include Drexel Metals and Petersen Aluminum.

Duties and Responsibilities:

Inspection and scheduling of completed product installations. Schedule inspections a minimum of 48 hours in advance. The inspection of completed work on job sites includes a visual and physical inspection. Inspections are completed in all outside weather conditions. Inspections require conversing with the roofer and other parties regarding all aspects of the installation and or warranty requirements. Inspections require proper documentation and completion of all necessary CCM reports per the standard electronic and written procedures of the time. Adjust and learn processes as they develop over time. The inspection includes allocated time for contractor assistance, i.e., assisting with minor repairs etc. to close and approve the project.

Job Site Visits (JSVs) on systems being installed. Scheduling of JSVs, the ability to physically assist in installing products or systems, full knowledge of specifications and details, the ability to converse and explain the specific product(s). The ability to recognize errors to the system and explain corrective measures needed to meet project specifications and warranty requirements. JSVs require proper documentation and completion of all necessary CCM reports.

Completion and submission of forms, letters, and reports via present-day electronic means. This includes standard forms utilized by CCM. This includes the ability to write letters to roofers, building owners, architects, consultants, etc., explaining what corrective measures are needed to meet project specifications and warranty requirements.

Telephone assistance for technical questions presented by product installers. Answering telephone calls from outside parties regarding project specifications and warranty requirements. This requires a full working knowledge of specifications and details, the ability to converse with outside parties, the ability to utilize other departments inside CAM to assist/answer technical questions and/or problems presented by CAM customers.

Scheduling of training programs, the ability to physically complete product and accessory installation work, includes full working knowledge of specs and details, the ability to converse and convey installation methods to installers.

Mentoring and training newly hired Field Service Representatives. Complete FSR Trainee Report Cards and review with trainee. Submit Report Cards on time to provide the necessary feedback to ensure continued progress of the new FSR.

Job Start-Ups. Scheduling of job start-ups with the contractors office.

Investigation of or spot check of minor warranty claims/determine root cause of leak or claim, if possible. Complete standard investigation reports to properly convey situation to Warranty Services Project Manager/Technical Director.

Competencies:

Teamwork

Builds trust with others by encouraging open dialogue and collaboration. Seeks diverse perspectives to create stronger solutions.

Managing Change

Able to keep on track despite difficulties or barriers that may be encountered. Addresses conflict to find common ground solutions.

Continuous Improvement

Retains a mindset of always striving to make things better. Applies continuous improvement tools and processes to every aspect of the role.

Customer Focus

Listens to understand the needs of customers (internal and external). Builds trusting relationships and seeks innovative solutions for all customers. Always has the customers needs top of mind.

Continuous Learning

Understands individual strengths a d opportunity areas and seeks development opportunities to leverage strengths and lean into opportunity areas. Open to both giving and receiving feedback.

Drive for Results

Always has a sense of urgency to solve problems with actions. Seeks to align goals with attainment of organizational strategy. Has a sense of ownership and personal accountability for actions taken.

Personal Protective Equipment (PPE) Used:

PPE is required for this position; the necessary PPE will be provided.

Required Skills/Abilities/Knowledge:

Essential Full Performance Knowledge:

Drexel Metals products and uses

Petersen Aluminum products and uses

Company policies and procedures

Department policies and procedures

Safety requirements

General roofing, construction, principles, and practices

Tolerances for products, details, and design

Hand and power tools

Driving laws

Company organization and locations

Laptop and Tablet usage

Smartphone usage

Word, Excel, and PowerPoint

CCM Inspect APP

Oral Communication

Directly communicate with Technical Managers, Field Service Representatives, Warranty Project Managers, Specialists, and Technical & Warranty Service Coordinators / Administrators.

Directly communicate with Owner, Architect, Consultant, Rep, Distributor, Applicators, etc. Communicate internally with Sales Managers, Sales Reps, and Product Managers.

Interpersonal skills

Understanding, interpreting clients language and concerns

Written Communication

Inspection documentation (CCM Inspect APP)

Job Site Visit & Start-Up Reports

Job Investigation Reports

Forms for Spot-Checks, Warranty Transfers, Invoice Inspections, etc.

E-mail / phone to customers, building owners, internal employees, etc.

Organization

Independent scheduling and completion of work assigned

Response to e-mails and phone calls in a timely manner

Adjust schedule as needed

Drivers License

Eye-Hand Coordination

Typing

Dexterity

Hand / Power Tools

Common Sense

Education and Experience:

Bachelors Degree

Equivalency: Associate degree and two years roofing or construction experience

1 year of roofing or construction experience

Travel Requirement

Travel is required for this position. Travel by car or airplane. This involves the ability to travel by car or airplane with occasional travel by car sometimes exceeding 1,200 miles/week. On average, 600 to 700 miles/week.

Physical Requirements:

NEVER

OCCASIONALLY

FREQUENTLY

CONTINUOUSLY

(0-30%)

(31-60%)

(61-100%)

LIFTING OR CARRYING

1-10 LBS

X

11-20 LBS

X

21-40 LBS

X

41-50 LBS

X

51 OR MORE LBS

X

PUSHING OR PULLING:

1-40 LBS

X

41-50 LBS