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Field Servcie Support Team Leader - Miami
Title:Field Servcie Support Team Leader - Miami
Department:Field Service
Shift:1st Shift

Leads and coordinates activities of the Service Processing team engaged in handling Service orders, Parts and customer service by performing the following duties.


ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Provides leadership to ensure employees demonstrate appropriate demeanor, technical accuracy, efficiency and conformity to company policies.

  • Prepares employee schedules and authorizes absences or overtime in order to meet work requirements.

  • Serves as contact person for other group and team leaders to answer questions or concerns affecting multiple departments.

  • Assists employees with difficult or unusual Services and RMA’s, making decisions about disposition of these issues or the need to seek additional authorization for action.

  • Relays and shares information with employees and other departments in a timely manner.

  • Schedules meetings with staff to ensure optimum communication.

  • Provides positive and negative feedback to employees verbally and in writing.

  • Documents feedback through Confirmation of Conversations (COC).

  • Participates in annual performance reviews for employees

  • Ensures employees receive appropriate training necessary to meet and exceed job expectations.

  • Fulfills job duties of staff supervised approximately 50% of work time.

  • Administers Field Pro software, including producing reports, down loading information from other databases, entering data and analyzing data.

  • Establishes access for new employees in Field Pro software and trains co-workers in use of software.

  • Uses software to develop and monitor measuring system for tracking performance of Field Service Representatives.

  • Trains new staff members and staff members transferring within department in receiving, processing, researching and entering service requests.

  • Trains co-workers in responding to external and internal customers when service requests are disputed and coordinating process to resolve situation.



Leads Service office team



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • P.C. or main frame data entry experience

  • OJT Field Pro

  • AS400 experience

  • Minimum of two years of customer service experience or equivalent

  • Knowledge of PGT products and processes, including:

  • PGT procedures including shipping procedures, RMA’s, production releases and service orders

  • PGT samples and promotional items


Good oral and written communication skills


Must be able to perform calculations


  • Must be able to recognize potential errors prior to order entry

  • Must be able to make effective decisions to resolve customer conflicts

  • Must be able to relate effectively with customers in tense situations


None required



The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Usual office environment with frequent sitting, walking, and standing, and occasional climbing, stooping, kneeling, crouching, crawling, and balancing.

  • Frequent use of eye, hand, and finger coordination enabling the use of office machinery.

  • Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.

  • Must be able to work at work station for extended periods of time

  • Consistent daily attendance required to ensure timely response to customer orders

  • The position requires that incumbents maintain self control under stress



Ability to travel occasionally domestically.


Occasional: activity exists less than 1/3 of the time.

Frequent: activity exists 1/3 and 2/3 of the time.

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