RAM INDUSTRIES ACQUISITIONS, LLC

Senior Lead Service Technician

Department: Warranty / Service & Install Reports To: Service & Install Manager Position Type: Full-Time Role: Field Leadership / Service Technician

Position Summary

The Lead Service Technician is responsible for performing high-quality field service work while providing leadership, technical guidance, and support to other Service Technicians.

This position serves as the lead technician in the field and helps ensure service calls are completed safely, efficiently, and correctly the first time. The Lead Technician is expected to troubleshoot complex window and door issues, assist technicians with difficult repairs, verify workmanship, communicate field conditions clearly, and help maintain company service standards.

The Lead Technician will also assist with training technicians, reviewing job scopes, identifying required materials, and escalating issues that cannot be resolved in the field.

Key Responsibilities

Field Service & Technical Responsibilities

• Perform service, warranty, repair, adjustment, and inspection work on windows and doors.
• Troubleshoot complex operational, installation, hardware, glass, water-intrusion, and product-related issues.
• Complete proper adjustments to doors, sliders, windows, locks, hinges, tracks, thresholds, panels, and related components.
• Determine whether an issue is related to the product, installation, jobsite condition, or another trade.
• Verify that repairs and adjustments are completed correctly before leaving the jobsite.
• Ensure technicians arrive prepared with the correct tools, materials, parts, and equipment.
• Identify additional materials or parts required to complete a service call.
• Provide accurate part numbers, quantities, measurements, and descriptions when requesting materials.
• Assist with difficult or high-priority service calls when additional technical experience is required.

Leadership Responsibilities

• Serve as the field point of contact for assigned Service Technicians.
• Provide direction and technical assistance to technicians throughout the workday.
• Lead crews on larger or more complicated service projects.
• Assist with training new and existing technicians on proper service and repair procedures.
• Demonstrate proper troubleshooting techniques and workmanship standards.
• Help ensure technicians follow company procedures and safety requirements.
• Identify technicians who may need additional training or coaching.
• Promote teamwork, accountability, professionalism, and respect within the Service Department.
• Escalate significant field issues to management when necessary.

Jobsite & Customer Communication

• Review the assigned scope of work before beginning each service call.
• Communicate professionally with homeowners, builders, contractors, and other customers.
• Explain completed work to the customer when appropriate without making unauthorized warranty, financial, or liability commitments.
• Immediately communicate unexpected jobsite conditions or changes in scope to the Service Coordinator/Manager.
• Maintain a professional appearance and attitude while representing the company.

Documentation

• Complete detailed service notes for every assigned ticket.
• Clearly document what was inspected, what was found, what was completed, and what remains outstanding.
• Upload required before-and-after photos.
• Document measurements and jobsite conditions when applicable.
• Include part numbers and quantities for all required materials.
• Identify whether a return trip is required and what will be needed to complete the work.
• Ensure service documentation is completed before the ticket is considered finished.

Quality & Performance Expectations

The Lead Service Technician is expected to help improve overall department performance by focusing on:

• First-Time Fix Rate (FTFR)
• Service ticket completion rate
• Reduction of unnecessary return trips
• Quality of technician notes and photos
• Accuracy of material and part requests
• Proper diagnosis of service issues
• Customer experience
• Technician productivity
• Safety compliance
• Workmanship quality

The Lead Technician should actively look for opportunities to resolve the entire service scope during the first visit whenever reasonably possible.

Safety Responsibilities

• Follow all company safety policies and procedures.
• Ensure proper PPE is used by the crew.
• Evaluate jobsite conditions before beginning work.
• Stop work when unsafe conditions exist.
• Ensure ladders, scaffolding, lifting equipment, tools, and other equipment are used correctly.
• Report safety concerns, incidents, or unsafe jobsite conditions immediately.
• Help reinforce safe work practices with other technicians.

Qualifications

• Strong experience servicing, installing, or repairing windows and doors.
• 2+ Years experience with window and door repair and/or installation
• Advanced troubleshooting and problem-solving skills.
• Ability to read service scopes, product information, measurements, and technical documentation.
• Strong knowledge of window and door operation, adjustment, hardware, glass, sealing, and installation practices.
• Ability to accurately measure and identify required replacement materials.
• Strong written and verbal communication skills.
• Ability to lead and train other technicians.
• Strong attention to detail.
• Ability to work independently and make sound field decisions.
• Professional customer-service skills.
• Valid driver's license and acceptable driving record, if required for company vehicle operation.

Physical Requirements

• Ability to lift and carry window, door, glass, and service materials as required.
• Ability to work from ladders and approved elevated work platforms.
• Ability to bend, kneel, climb, push, pull, and stand for extended periods.
• Ability to work indoors and outdoors in varying weather conditions.