Special-Lite · 10 hours ago
Field Service Technician
Decatur, MI
Full-time
Onsite
Senior Level
6+ years expSpecial-Lite is seeking a Field Service Technician responsible for providing professional service and support for customers through installation, repairs, and training. The role involves troubleshooting issues, maintaining customer relationships, and ensuring compliance with safety standards.
ArchitectureBuilding MaterialManufacturing
Responsibilities
Provides customers with on-site technical consultation and installation assistance safely and within the agreed upon timeline
Troubleshoots installation and repair issues to determine the root cause and identify the most appropriate resolution
Provides training of customer personnel on the proper installation, use and maintenance of Company products
Builds customer relationships in a professional manner through solution-oriented communications and service, providing both on-site and telephone support
Collaborates with engineering, customer service and sales representatives to resolve escalated problems
Works closely with the sales and customer service team to ensure site work is carried out/completed in the required manner by the required timeline
Maintains records of travel and provides them to the accounting team as needed/specified
Cultivates and maintains strong relationships with internal and external customers ensuring professional etiquette and demeanor when finding root cause solutions
Maintains appropriate confidentiality of Special-Lite trade secrets and non-public information
Complies with all safety policies, practices, and procedures always; develops and maintains safe practices regarding safety requirements at customer locations and reports any breaches or concerns with his/her manager
Reads and reviews work orders, shop sheets, blueprints, plans, specifications, and other documentation to prepare for service events
Ensures all provided materials, tools and equipment are kept safe and secure; ensures all are calibrated in good working order
Assists in manufacturing or engineering with new product development and/or customer projects
Provides technical support to other Field Service Technicians
Makes custom samples and mock-ups for effective product training
Completes onsite field service documentation, recording detailed installation repairs and warranty maintenance performed in a timely manner
Completes telephone conversation documentation of customer conversation in a timely manner
Contributes to the creation and implementation of best practice procedures/processes to improve installation and servicing practices
Maintains a neat, orderly, and organized work area at all times
Performs other related duties, as assigned
Qualification
Required
High school diploma or GED equivalent Required
Minimum of six years of product installation and retrofit experience required, preferably in the door and hardware industry
Strong knowledge of safety and construction/building codes relative to door installation
Must maintain a valid driver's and chauffeur's license
Must be able to obtain and retain a DOT Medical Card
Must comply with applicable Federal DOT Regulations, including required DOT Random Drug & Alcohol Testing
Must be able to work from written or verbal instructions and detailed engineering drawings
Must be detail oriented, able to work independently as a problem-solver with excellent verbal and written communication skills and complete projects in a timely manner
Ability to effectively and professionally communicate with internal and external customers via either telephone or email correspondence
Must be able to work under pressure, while maintaining a positive attitude providing exemplary performance and customer service
Excellent attention to detail in all aspects of assigned work
Strong project management skills
Ability to develop and nurture strong, productive relationships with all levels within the organization, respecting established processes and fostering an environment of mutual respect
Must be available for frequent travel and, occasionally, with little advance notice
Experience with Microsoft Office applications
Preferred
Previous experience working in the construction industry is beneficial
Company
Special-Lite
Special-Lite manufactures a range of sustainable architectural aluminum & fiberglass building products for commercial construction projects.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Cassandra Brautigam
Chief Financial Officer
Alex Esposito
President & COO
Recent News
2025-12-18
2025-10-09
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