Description
The Door & Window Service Technician is responsible for installing, servicing, repairing, adjusting, and troubleshooting doors, windows, and related Millwork products sold or serviced by Hingham Lumber Company. This position requires mechanical aptitude, attention to detail, sound judgment, and the ability to diagnose problems and determine practical solutions.
The Service Technician works directly with customers in their homes and businesses and is expected to provide professional workmanship, knowledgeable service, and a positive customer experience while representing Hingham Lumber Company.
RESPONSIBILITIES
Service & Repair
- Service, repair, adjust, and troubleshoot doors, windows, sashes, sliding glass doors, hardware, and related products.
- Diagnose issues affecting operation, fit, alignment, locking, latching, or function and determine the appropriate solution.
- Inspect and test products and installations to ensure repairs and adjustments are completed properly and safely.
- Communicate complex repairs, warranty concerns, or product issues to the appropriate supervisor and obtain additional information or support when needed.
- Attend vendor and outside training to maintain current product and technical knowledge.
Customer Service
- Provide professional, courteous, and knowledgeable service in customers’ homes, businesses and at Hingham Lumber Company.
- Listen to customer concerns, explain challenges and recommended solutions clearly, and follow up as needed to ensure satisfaction.
- Handle customer concerns professionally and work with department leadership to resolve issues.
- Seek to build relationships with customers and contribute to the reputation and success of the Door & Window Department.
Job Site & Company Standards
- Maintain a clean, safe, and professional work environment; remove job-related debris and clean glass when applicable.
- Use appropriate boot protection when entering customers’ homes and maintain a professional appearance and company-approved clothing.
- Properly maintain the company service van, tools, equipment, showroom displays, and other company property.
- Complete accurate service notes documenting issues, work performed, customer concerns, and required follow-up.
- Obtain customer payments or deposits in accordance with company guidelines.
- Follow all company safety policies, procedures, and applicable regulations.
- Work cooperatively with sales, installation, service, and department teams; share knowledge and technical expertise when appropriate.
- Manage and prioritize service calls and projects while demonstrating good judgment, common sense, and professionalism.
- Perform other duties as assigned based on department needs.
Requirements
QUALIFICATIONS & COMPETENCIES
- High school diploma or equivalent.
- 5+ years of experience in installation, repair, service, construction, or a skilled trade preferred.
- Experience servicing or repairing doors, windows, sashes, sliding glass doors, and related hardware preferred.
- Strong mechanical aptitude with the ability to troubleshoot problems and develop practical solutions.
- Comfortable using hand and power tools; mechanical, construction, carpentry, or related trade experience preferred.
- Ability to read and understand product information, installation instructions, and technical materials.
- Ability to work independently, prioritize tasks, solve problems, and communicate effectively with customers and coworkers.
- Strong customer-service skills and professional demeanor.
- Valid driver’s license and driving record in good standing.
- DOT medical card, if required for the position.
- Ability to safely perform the physical requirements of the position.
PHYSICAL REQUIREMENTS
- Ability to lift and carry up to 100 pounds, independently or with assistance as appropriate.
- Ability to stand, walk, bend, stoop, kneel, crouch, reach overhead, and work in various positions for extended periods.
- Ability to push, pull, carry, and maneuver doors, windows, materials, tools, and equipment.
- Ability to safely use hand and power tools and perform repetitive movements associated with installation and repair work.
- Ability to work in varying environments, including customers’ homes and businesses, outdoor and construction areas, and lumber yard or warehouse settings.
