Field Service Commercial Project Coordinator

Coordinates activities of the Field Service corporate team engaged in handling service orders, parts and customer service by performing the following duties. 

• Serves as product expert providing support to staff as needed. 

• Serves as contact person for other Group and Team Leaders to answer questions or concerns affecting multiple departments. 

• Assists employees with difficult or unusual services, making decisions about disposition of these issues or the need to seek additional authorization for action. 

• Safely operates a variety of hand and power tools. 

• Provides feedback to leaders in Field Service and manufacturing regarding manufacturing problems and offers recommendations for solutions. 

• Ensures that all work is performed in a safe and professional manner, adhering to company and department safety and work policies. 

• Relays and shares information with employees and other departments in a timely manner.  

• Determines if service is a warranty or installation issue.  

• Notifies distributors of problems arising from improper installation when necessary. 

• Schedules and leads meetings with staff to ensure optimum communication. 

• Ensures service vehicle is properly maintained kept in good working order and operated safely. 

• Ensures service vehicle is washed kept clean inside and out. 

• Fulfills job duties of staff supervised approximately 50% of work time. 

• Administers Field Service software solution, including producing reports, downloading information from other databases, entering data and analyzing data through excel spreadsheets and other software tools provided. 

• Updates and monitors work order status via CRM systems and supporting dashboards. 

• Final decision maker on inspection of incoming parts and warranty decisions in the field. 

• Creating long- and short-term plans, including setting targets for milestones and adhering to deadlines. 

• Delegating tasks on the project to employees best positioned to complete them. 

• Making effective decisions when presented with multiple options for how to progress with the project. 

• Serving as a point of contact for teams when multiple units are assigned to the same project to ensure team actions remain in synergy. 

• Communicating with service leadership and business stakeholders to keep the project aligned with business goals and strategies. 

• Performing quality control on the project throughout development to maintain the standards expected. 

• Adjusting schedules and targets on the project as needs or financing for the project change. 

• Coordinate internal resources and third parties/vendors for the flawless execution of multiple projects. 

• Ensure resource availability and allocation. 

• Develop a detailed project plan to monitor and track progress. 

• Manage changes to the project scope, project schedule, and project costs using appropriate verification techniques. 

• Report and escalate to management as needed. 

• Establish and maintain relationships with third parties/vendors. 

• Create and maintain comprehensive project documentation. 

• Develop comprehensive project plans to be shared with clients as well as other team members. 

• Perform other related duties as assigned. 

• Develop spreadsheets, diagrams and process maps to document needs. 

• Estimate project costs and adhering to the estimates. 

• Water testing and analyzing. 

QUALIFICATIONS   

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

EDUCATION and/or EXPERIENCE  

• High school diploma or general education degree (GED) required 

• Some college or technical education preferred 

• Excellent knowledge of PGT products and warranties 

• Excellent knowledge of the safe use of hand and power tools 

• Minimum of 4-6 years of field service experience in Window and Door service 

• Preferred 3-4 years of PGT specific service experience 

• 1-2 years of management experience preferred  

• Commercial construction experience: working with General Contractors or Project Managers on multifamily or commercial jobsites preferred. 

• Familiar with the functionality of iPad and other computer related devices in order to properly document service events and review schedules  

• Strong knowledge of Microsoft products such as Outlook, Word, Excel and Windows 

• Must have the ability to work autonomously as well as in a team setting 

• Strong understanding of basic business procedures, practices, and policies 

• Strong conflict resolution skills 

• Must have a clean driving record per PGT’s safe driving policy 

LANGUAGE / COMMUNICATION SKILLS 

• Strong English language skills 

• Must communicate effectively and courteously with distributors, builders, owners, co-workers and other customers   

• Ability to read and comprehend instructions, correspondence and memos   

• Ability to effectively write correspondences  

• Ability to effectively present information in one-on-one and small group situations to other employees and customers 

• Bi-lingual in English and Spanish is a plus   

• May be required in locations with a high concentration of Spanish Speaking customers 

MATHEMATICAL SKILLS 

• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals   

• Able to read a tape measure 

REASONING ABILITY 

• Must be able to assess complex situations and make appropriate decisions. 

• Ability to establish priorities 

• Ability to diagnose the causes of repair issues, develop corrective action plans, and coordinate resources for repairs 

• Ability to recognize situations that could result in potential liability for PGT  

Notifies appropriate PGT personnel for guidance in difficult situations 

• Uses good judgment 

CERTIFICATES, LICENSES, REGISTRATIONS 

• Arial lift truck operation certificate 

• Valid Class D driver’s license 

PHYSICAL DEMANDS / WORK ENVIRONMENT    

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 accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Constant standing up to 8 to 12 hours a day 

• Ability to sit for long periods of time while driving 

• Frequent walking throughout glass/assembly facilities, warehouses, condos, personal homes, new construction sites, and uneven grass and dirt terrain 

• In order to complete repairs, required to lift products with assistance sometimes weighing over 150 lbs   

• Must be able to bend, stoop and climb as a regular part of the job duties 

• Must be able to work at heights when repairing products that may be several stories high by using aerial lifts, scaffold, or other means to access products for repairs 

• Frequent reaching/pushing/pulling away from body  

• Frequent carrying of up to 75 lbs 

• Pulling, pushing glass and frames in and out of warehouse bays and service vehicles up to 160 lbs  

• Pushing carts up to 200 lbs or more 

• Occasional overhead reaching 

• Frequent repetitive hand/foot/head/neck movements required  

• Usual production environment with frequent sitting, walking, and standing, and occasional climbing, stooping, kneeling, twisting, crouching and balancing 

• Must be able to work mandatory overtime 

• Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.  

• Job sites can be new construction, residential homes and/or commercial buildings. Job sites will be in varying locations to include outdoors in all weather conditions.  

TRAVEL REQUIREMENTS: 

Frequent Overnight travel will be required 

Reside within an assigned territory and within 45 minutes of assigned warehouse  

Definitions 

Occasional: activity exists less than 1/3 of the time. 

Frequent:  activity exists more than 1/3 and 2/3 of the time