Job Summary 

Provide exceptional field service to the customer base in support of the sales effort. Service, promote, demonstrate, and train on the various roofing systems, products, and accessories.  Service a regional area or customer base to ensure quality installations of Carlisle Architectural Metals (CAM) products.  CAM to include Drexel Metals and Petersen Aluminum.  

Duties and Responsibilities: 

Inspection and scheduling of completed product installations. Schedule inspections a minimum of 48 hours in advance.  The inspection of completed work on job sites includes a visual and physical inspection.  Inspections are completed in all outside weather conditions.  Inspections require conversing with the roofer and other parties regarding all aspects of the installation and or warranty requirements. Inspections require proper documentation and completion of all necessary CCM reports per the standard electronic and written procedures of the time.  Adjust and learn processes as they develop over time.  The inspection includes allocated time for contractor assistance, i.e., assisting with minor repairs etc. to close and approve the project.  Job Site Visits (JSV’s) on systems being installed. Scheduling of JSV’s, the ability to physically assist in installing products or systems, full knowledge of specifications and details, the ability to converse and explain the specific product(s). The ability to recognize errors to the system and explain corrective measures needed to meet project specifications and warranty requirements. JSV’s require proper documentation and completion of all necessary CCM reports.  Completion and submission of forms, letters, and reports via present-day electronic means. This includes standard forms utilized by CCM.   This includes the ability to write letters to roofers, building owners, architects, consultants, etc., explaining what corrective measures are needed to meet project specifications and warranty requirements.   Telephone assistance for technical questions presented by product installers.  Answering telephone calls from outside parties regarding project specifications and warranty requirements.  This requires a full working knowledge of specifications and details, the ability to converse with outside parties, the ability to utilize other departments inside CAM to assist/answer technical questions and/or problems presented by CAM customers.   Scheduling of training programs, the ability to physically complete product and accessory installation work, includes full working knowledge of specs and details, the ability to converse and convey installation methods to installers.    Mentoring and training newly hired Field Service Representatives.  Complete FSR Trainee Report Cards and review with trainee.  Submit Report Cards on time to provide the necessary feedback to ensure continued progress of the new FSR.  Job Start-Ups. Scheduling of job start-ups with the contractor’s office.  Investigation of or spot check of minor warranty claims/determine root cause of leak or claim, if possible. Complete standard investigation reports to properly convey situation to Warranty Services Project Manager/Technical Director. 

 

Competencies: 

Teamwork  Builds trust with others by encouraging open dialogue and collaboration. Seeks diverse perspectives to create stronger solutions.   Managing Change   Able to keep on track despite difficulties or barriers that may be encountered. Addresses conflict to find common ground solutions.   Continuous Improvement   Retains a mindset of always striving to make things better. Applies continuous improvement tools and processes to every aspect of the role.   Customer Focus   Listens to understand the needs of customers (internal and external). Builds trusting relationships and seeks innovative solutions for all customers. Always has the customer’s needs top of mind.  Continuous Learning  Understands individual strengths and opportunity areas and seeks development opportunities to leverage strengths and lean into opportunity areas. Open to both giving and receiving feedback.   Drive for Results   Always has a sense of urgency to solve problems with actions. Seeks to align goals with attainment of organizational strategy. Has a sense of ownership and personal accountability for actions taken.  

 

Personal Protective Equipment (PPE) Used:  

PPE is required for this position; the necessary PPE will be provided.  

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