Field Service Representative in Rochester Hills, MI at Vitro

Date Posted: 5/18/2020

Job Snapshot

Job Description


The Field Service Representative provides technical service to VITRO Automotive Glass customers, manufacturing locations and staff groups in the process of resolving product quality complaints, coordinating corrective action efforts, and communicating product performance. The incumbent promotes optimum customer relationships and continuous improvement of product and service quality, and performs warranty field investigations in support of customer warranty programs.

The Field Service Representative is VITRO’s primary quality service representative for all major customer locations. The incumbent is responsible for providing on-site technical assistance in the proper use of VITRO products, communication to sales and manufacturing on the level of quality performance, analyzing and providing disposition on non-conforming product and coordinating corrective action efforts between manufacturing, staff groups and the customer.

 The incumbent must have a high degree of interpersonal skills that include both written and verbal communication skills, as s/he is in frequent contact with all levels of customer and VITRO personnel in negotiation and problem-solving activities.  The incumbent must inherently have and maintain a reputation for fairness, integrity and credibility to be effective at establishing strong, trusting relationships.

 The incumbent is responsible for prioritizing and scheduling service for many customers over a wide geographic area.  S/he must have the ability to lead or work well within small multi-functional teams, and be able to analyze and solve problems that arise.  Careful planning is required to meet service requirements and handle emergencies, while striving to stay within established travel budgets.  In most instances, s/he is the sole VITRO representative servicing customers and therefore must rely on individual competence, knowledge and creativity to solve a wide variety of problems.

 The incumbent must assess and communicate relevant performance issues both accurately and frequently to VITRO plants and relevant staff groups.  This feedback has significant impact on VITRO procedures, methods of processing, establishment of specifications and part design negotiations and the incumbent must be able to present these critical aspects in a professional manner at all times.

The incumbent must have a high school diploma or equivalent and a minimum of seven years of experience in Quality Assurance, Manufacturing, Engineering or another technical discipline, preferably in a glass fabrication facility. The incumbent must be proficient in Microsoft Office EXCEL, Word, and Outlook.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.



Job Requirements

  1. Conform to all VITRO and customer safety and health requirements to ensure a safe and healthy work environment.
  2. Maintain and interpret VITRO and/or customer product quality requirements in the field and adhere to Quality Improvement Process principles to support company quality initiatives.
  3. Establish and maintain a high level of technical assistance to assigned customers through prompt response, investigation and resolution of problems; conduct and report on warranty investigations to provide the technical assistance that meets customer expectations.
  4. Provide technical assistance to VITRO manufacturing locations and staff groups in the establishment of corrective action plans designed to prevent product non-conformances, improve product reliability and provide for follow-up evaluation and communication.
  5. Provide prompt and accurate written and oral communication to manufacturing, sales and staff groups regarding VITRO product performance, trends, potential issues and competitor quality performance as it becomes available to allow for sound business decisions through timely information.
  6. Develop and maintain positive relationships with customers, VITRO manufacturing and staff groups to provide a basis for equitable and mutually satisfactory resolution of quality problems.
  7. Maintain a high degree of VITRO process/product technology and quality improvement management skills by formal exposure to VITRO manufacturing locations and internal/external seminars or training to continually enhance professional growth and skill level.
  8. Other tasks as may be directed.


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