Position: Field Services Representative

Purpose of Position: On-site diagnosis of errors or technical problems that arise during and post installation of cabinets. Facilitate correction in an efficient and effective manner.

Relationships:

Reports to: General Manager

Direct Reports: None

Internal: Installers, Shared Operations, Sales, and Warehouse Departments

External: Customers and Vendors

Key Position Responsibilities:

• Focused to grow and retain customers.

• Perform customer support tasks via external facilities (on site).

• Identify all issues, suggest and implement solutions.

• Track and document the progression of the tasks via internal systems.

• Create and maintain reports about customer interactions.

• Attend regular staff meetings and subcontractor meetings.

• Encourage customers to complete surveys.

• Installer recruitment, onboarding, and ranking.

• Continuous improvement

• Promote a culture of continuous improvement.

• Present ideas for improving customer care.

• Consistently communicate with customers, Design Consultants, Installers and Vendors.

• Utilize lean tools to improve identify and improve efficiency.

• Participate in continuous improvement initiatives.

• Participate in installation meetings and sales meetings.

• Feedback from customer experience.

KPIs:

• Improve onsite complications.
• Improve store warranty costs.
• Improve appliance related issues.
• Improve completions.
• Review of the weekly completion reports.

Routine Tasks:

• Submit weekly timesheets accurately and promptly.
• Conduct monthly technical meetings with sales designers.
• Review quality /design issues weekly with sales designers.
• Report at sales meeting gains/fails with suggested corrective action from client and superior perspective.

Core Competencies:

• Integrity – Consistently acts in a responsible and ethical manner. Accepts accountability for behavior, organizational values and legal compliance.
• Communication Skills – Effectively articulates the company’s values, vision and performance and aligns all stakeholders to the overall direction of the business.
• Customer Orientation – Drives actions and decisions based on customer needs and values. Is passionately committed to providing fast and high-quality support to customer needs.
• People Development – Contributes to the development and mentoring of people to ensure the implementation of performance standards and advancement of organizational capability.
• Relationship Management – Places priority on developing collaborative internal/external relationships. Understands the expectations of the customer and/or key stakeholders.
• Conflict Management – Manages and resolves conflict in a positive and constructive manner in order to minimize negative impact. Identifies and implements corrective action to achieve proactive resolution.
• Knowledge Management – Ensures that the right information is provided to the right people at the right time, to make sound decisions. Leverages the collective wisdom and expertise of employees and third parties to carry out the objectives of the organization.
• Technology Management – Understands the impact of technological changes on the organization. Utilizes technology to enhance decision-making and improve organizational effectiveness.
• Problem Solving and Decision-Making – Efficiently analyzes problems and implements timely decisions towards resolution and future re-occurrence.
• Operational Excellence – Maintains a high focus on productivity and results. Focuses efforts on activities that will have the greatest return to the customer and the organization.
• Quality Management - Understands the importance of quality and strives to achieve corporate objectives.
• Safety – Support and contribute to a safe working environment.

Key Knowledge, Skills and Abilities:

• Excellent verbal and written English communication skills.
• Ability to work well with others.
• Organizational abilities.
• Accuracy and attention to detail.
• Time management.
• Ability to work under pressure and deal with multiple deadlines.
• High degree of professionalism and passion for success.
• Displays service excellence in dealing with internal and external clients and partners.
• Encourages and supports leadership and growth in others.
• Knowledge of the construction industry.
• Ability to easily acclimate to modified schedules, and various weather conditions.

Requirements:

• Minimum Grade 12 or equivalent.
• Experience in the construction industry in a supervisory and/or management capacity.
• Experience in construction/trades will be considered an asset.
• Project management experience will also be considered an asset.
• Valid drivers license.

We have:

• Training, development & career progression
• Competitive benefits plan
• Employee Assistance Program
• RRSP matching program
• Employee discounts
• Healthy work/life balance
• An inclusive company culture

While we appreciate all applications, only candidates selected for an interview will be contacted.