Customer Service Specialist

JOB DESCRIPTION:

Your role as the Solar Service Specialist within the Solar Innovations organization will focus on ensuring a positive customer experience around service installation warranty & customer concerns. You would be responsible for planning scheduling and coordinating all service and installation activities to ensure projects are executed efficiently safely and on schedule. This role serves as the central point of coordination between customers field teams and internal stakeholders assuring jobsite readiness resource availability and clear communication before during and after each job. You will report to the Service Supervisor.

Success in this role requires strong organizational skills proactive communication and the ability to manage changing priorities due to weather site conditions or team availability.

KEY RESPONSIBLIITIES:

Solar Service Intake and Coordination

• Coordinate customer service activities within the established Solar Innovations / Therma-Tru customer service guidelines and metrics.
• Utilize independent judgement to coordinate all Service-related projects ensuring:
  • Necessary paperwork is signed and completed by the customer and distributed appropriately to team
  • Internal teams receive clear and timely communication about expected deadlines
  • All service requests are closed out with established timeframe

Scheduling & Planning

• Build and maintain detailed schedules for all service and installation activities across assigned field teams
• Manage and maintain the installation and service calendar to balance workload optimize crew utilization and meet customer commitments
• Publish and communicate schedules clearly to both customers and field teams

Customer & Field Team Coordination

• Serve as the primary coordination point between customers and the field team prior to installation or service visits
• Confirm scope timing expectations and access requirements with customers
• Communicate schedule details updates and changes to installers and service technicians

Jobsite & Site Readiness

• Verify jobsite readiness prior to scheduling including:
  • Site access and customer availability
  • Readiness of the installation area
  • Required permits or approvals (as applicable)
• Ensure all pre-installation requirements are identified and addressed before crews are dispatched

Materials Equipment & Resources

• Coordinate material deliveries to ensure products components and equipment arrive on time and at the correct location
• Confirm tools equipment and personnel are available and properly allocated for each job
• Flag gaps or risks early and work cross-functionally to resolve them

Change Management & Problem Solving

• Proactively manage schedule changes caused by weather material delays site conditions or team availability
• Adjust schedules as needed and clearly communicate changes to all impacted parties.
• Help minimize downtime and disruption by quickly re-planning and rescheduling work

Administrative & Operational Support

• Maintain accurate scheduling records notes and job details in relevant systems
• Track installation and service status and support follow-up as needed
• Identify recurring scheduling or readiness issues and communicate patterns to leadership for improvement

Qualifications :

BASIC QUALIFICATIONS:

• Previous experience (minimum 5 years) within the Customer Service or similar field
• Excellent Microsoft office suite skills
• Must be able to communicate effectively internally
• Excellent communication skills externally (professional in stressful situations)
• Must have a positive attitude and desire to be helpful to solve issues

PREFERRED QUALIFICATIONS:

• Experience with the Construction Industry is preferred
• Technical experience such as with parts gaskets etc. is preferred
• Experience with blueprints and/or AutoCAD is helpful
• Exposure to the window and door industry

Additional Information :

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $44000 USD - $66000 USD. Please note that actual salaries may vary within the range or be above or below the range based on factors including but not limited to education training experience professional achievement business need and addition to base salary employees will participate in either an annual bonus plan based on company and individual performance or a role-based sales incentive plan.

At Fortune Brands we support the overall health and wellness of our associates by offering comprehensive competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates unique needs. This includes robust health plans a market-leading 401(k) program with a company contribution product discounts flexible time off benefits adoption benefits and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates.

Fortune Brands is built on industry-leading brands and innovation within the high-growth categories of water outdoors and security. The Company makes innovative products for residential and commercial environments with a growing focus on digital solutions and products that add luxury contribute to safety and enhance sustainability. To learn more visit our website at .

Equal Employment Opportunity

Fortune Brands is an equal opportunity employer. Fortune Brands evaluates qualified applicants without regard to race color religion sex gender identity or expression national origin ancestry age disability/handicap status marital status protected veteran status sexual orientation genetic history or information or any other legally protected characteristic.

Reasonable Accommodations

Fortune Brands is committed to working with and providing reasonable accommodations to individuals with disabilities. If because of a medical condition or disability you need a reasonable accommodation for any part of the application or interview process please contact us at and let us know the nature of your request along with your contact information.

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Remote Work :

No

Employment Type :

Full-time