Customer Service Technician

Description

• Work performed at construction job sites and office locations.
• Perform repairs in occupied homes in accordance with ILG standards and safety requirements.
• Confirm and document completed appointments accurately and promptly.
• Perform simple logistical tasks related to production installs.
• Travel to local customer locations to perform field service and support.
• Organize workflow efficiently and maintain documentation related to repairs and materials.
• Provide feedback to internal teams regarding potential product or process improvements.
• Mentor and support new or less experienced technicians.
• Perform complex repairs and replacements involving three or more materials or trades, with advanced countertop expertise.
• Perform minor installation tasks during or after the production process.
• Communicate effectively with customers and internal staff to ensure clear understanding of scope and timelines.
• Perform simple repairs and touch-ups following production installation across all trades.
• Maintain an inventory of parts and tools required for field operations.

Requirements

• Strong technical aptitude with knowledge of multiple trades, including flooring, cabinetry, and countertops.
• Proficiency in Microsoft Office Suite; SAP knowledge preferred.
• Flooring: Tile, carpet, wood, or LVP.
• Countertops: Trained in two or more countertop materials.
• Exposure to construction materials, paints, wood finishing products, and tools.
• All qualifications in Level I, plus:
• Good verbal communication and organizational skills.
• Minor lifting and carrying may be required.
• Trained in two or more materials, with advanced countertop repair and fabrication capabilities.
• All qualifications in Level II, plus:
• High school diploma or GED, or equivalent combination of education and experience.
• Cabinets: Able to repair, touch up, and adjust cabinetry.
• Expert in larger replacements and repairs across multiple products and trades, with a focus on countertops.
• Flooring: Able to repair and replace tile and wood/LVP.
• Ability to follow safety standards and company policies consistently.
• 2–5 years of experience in construction or related trades.
• Ability to perform repairs in occupied homes.
• Strong organizational and time management abilities.
• 5+ years of experience in construction or related trades.
• 1–3 years of experience in construction or related trades.
• Experience in one or more trades such as:
• Countertops: Basic repair or adjustment knowledge preferred.
• Valid driver’s license and vehicle insurance as required by state law.
• Ability to mentor and train other technicians.
• Ability to stand, sit, walk, bend, and stoop for 8+ hours.
• Excellent communication skills with customers and team members.
• Demonstrated problem-solving and analytical skills to diagnose and resolve installation or repair issues.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance