Field Service Representative

This is a fully remote position, open to applicants in Oklahoma.

📋 Description

• Oversee the resolution of post-shipment technical claims, shortages, back charges, and field-related issues until they are fully resolved.

• Direct investigations involving builders, erectors, contractors, and internal teams using field evidence and supporting documentation.

• Evaluate architectural, structural, approval, erection, and shop drawings, along with bills of material, specifications, production records, and shipping documentation.

• Utilize advanced knowledge of complete pre-engineered metal building systems and erection procedures.

• Identify the scope and probable causes of field issues.

• Formulate corrective action plans and direct repair, field modifications, and structural inquiries to Engineering.

• Generate and confirm shortage and replacement orders with precise specifications and delivery details.

• Facilitate resolutions across Engineering, Drafting, Manufacturing, Quality, Sales, Project Management, Logistics, Delivery Coordination, and Customer Service.

• Convey technical findings, responsibility assessments, limitations, and subsequent steps to customers and erectors.

• Use independent judgment and escalate issues related to structure, safety, high costs, recurrence, or schedule sensitivity.

• Maintain comprehensive case records in the CRM system.

• Achieve response and resolution targets through case prioritization and proactive communication updates.

• Investigate recurring claims and shortage patterns and suggest improvements in processes, products, documentation, manufacturing, or training.

• Assist in periodic on-site investigations, customer meetings, training sessions, and team meetings.

• Act as a technical resource for customers, erectors, internal partners, and less experienced team members.

⛳️ Requirements

• High school diploma or equivalent experience is mandatory.

• At least 5 years of progressive experience in the pre-engineered metal building sector, or a comparable combination of relevant education and experience.

• Advanced knowledge of PEMB components, construction techniques, erection practices, manufacturing processes, and interactions within building systems.

• Capability to read and interpret architectural drawings, structural designs, approval and erection blueprints, shop details, bills of material, and project specifications.

• Proven experience in conducting technical investigations, pinpointing root causes, developing corrective measures, and resolving issues involving various internal and external stakeholders.

• Ability to assess incomplete or contradictory information, pose relevant technical inquiries, make informed decisions, and recognize when Engineering or leadership review is necessary.

• Excellent written and verbal communication skills for conveying technical information effectively.

• Strong organizational and case management skills for handling multiple complex claims, deadlines, and customer engagements in a remote work setting.

• Proficiency in Microsoft Excel and Word, CRM systems, and ERP or order-entry systems like Oracle or equivalent platforms.

• Technical education, certification, or degree in construction, drafting, engineering technology, architecture, manufacturing, or a related discipline is preferred.

🏝️ Benefits

• Medical, dental, and vision benefits starting on day one.

• Paid time off (PTO).

• Paid holidays.

• Flexible spending account (FSA).

• Life insurance coverage.

• Long-term disability (LTD) benefits.

• Short-term disability (STD) benefits.

• 401(k) retirement plan.

• Employee assistance program (EAP).

• Discount programs.

• Tuition reimbursement opportunities.

• Training and professional development.

• Remote work arrangement available.

• Approximately 10% travel required based on business needs.