Sr Technical Support Associate

Owens Corning; Lexington (KY); On-site; USD 42,000 - 68,000; Full time

Job summary

Owens Corning seeks a Field Service Technician to perform basic technical services at customer sites or in the field, evaluating doors, processing claims, and coordinating repairs within the Masonite process timelines. The role requires 2–4 years of customer-facing experience and door experience, high school diploma, proficiency with Microsoft Office, and possession of a valid driver's license.

Expect up to 75% travel and close collaboration with field teams.

Qualifications

• High school diploma or GED required.
• 2–4 years experience communicating directly with customers or an associates degree in business.
• 2–4 years experience in quality or field technician work preferred.
• 2–4 years experience working with doors preferred.
• Proficiency in Microsoft Office (Outlook, MS Teams, Word).
• Competent with handheld measurement tools (tape measure, level, micrometer).

Responsibilities

• Evaluate doors rejected by customers and document issues within the required Masonite process timeframe.
• Repair doors under warranty in a timely, cost-effective manner.
• Record all time worked in the company timekeeping system.
• Schedule customer and jobsite visits and plan travel to arrive on time.
• Handle all money transactions, receipts, and submit expense reports promptly.
• Work under supervision following detailed guidelines for moderately complex repairs.
• Communicate issues to Field Service Manager and request assistance as needed.
• May take on additional duties including field inspections and repairs as required.
• Liaise professionally between the company and customers at all times.
• Perform other duties as assigned; travel up to 75% (overnight as needed).

Skills

Customer communication

Microsoft Office

Handheld measurement tools

Travel readiness

Education

High school diploma or GED

Associate degree in business

Tools

Tape measure

Level

Micrometer

Job description

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Performs basic technical services at a customer site or in the field.

• Job Description
• Evaluate doors rejected by customers, input claims into CRM or write claims sheet, and communicate problems observed back to plants for corrective actions within timeframe allotted by Masonite process.
• Repair doors under warranty as necessary in a timely manner to ensure the customer is satisfied with the repair and the most cost-effective method to Masonite was used to complete repairs.
• Responsible to record all time worked in Masonite’s timekeeping system.
• Responsible to schedule customer visits, jobsite visits, and plan all travel to arrive on time.
• Responsible for all monies, money transactions, credit cards, receipts and the submission of all expense reports in a timely manner.
• Works under direct supervision and follows detailed guidelines to work on moderately complex repairs and installations.
• Contact the Field Service Manager immediately if issues arise in the field or if assistance is needed.
• Must have the flexibility to be assigned additional duties and responsibilities including field inspection and repair as deemed necessary by the Field Service Manager.
• May be required to meet with various levels of the sales staff or management to conduct inspections.
• Must act as a liaison between the company and the customer, act in a professional manner, and display a positive attitude at all times even under difficult circumstances.
• Perform any other duties as assigned by your supervisor.
• 75% travel required (may include overnight travel as needed).

Education & Experience

• High school diploma or equivalent GED required
• Must have 2-4 years experience communicating directly with customers or in lieu of experience an associates degree in business required
• 2-4 years experience in quality or field technician work preferred.
• 2-4 years experience working with doors preferred.
• Proficiency in Microsoft Office (Outlook, MS Teams, Word)
• Must be a competent user of handheld measurement tools including a tape measure, level, micrometer

Requirements

• Must have a valid driver’s license to operate vehicles within the United States
• Must have a vehicle that may be used to travel to visit customers and move large hand tools including an eight-foot level
• Must meet minimum insurance requirements for Masonite’s Motus program
• Candidates must have easy access to a major airport
• Must be able to lift 50 lbs.

About Owens Corning

Owens Corning is a branded building products leader with three complementary market-leading businesses providing roofing, insulation, and doors primarily for residential markets in North America and Europe. The company operates with an integrated go-to-market strategy and a unique set of OC Advantages™ – including its iconic brand, unparalleled commercial strength, leading technology, and winning cost position – to help customers win and grow in the market. Owens Corning is committed to helping build better and achieve more through winning partnerships, leading performance, and engaging people. Founded in 1938 and headquartered in Toledo, Ohio, Owens Corning is listed on the New York Stock Exchange (NYSE: OC). For more information, visit www.owenscorning.com .

Owens Corning is an equal opportunity employer. Except in limited circumstances such as formal apprenticeship programs, Owens Corning does not employ anyone under the age of 18.