Company Description Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. Our driving purpose is that we elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too. When you join Fortune Brands, you become part of a high-performing team who are empowered to think big, learn fast and make bold decisions. We support an inclusive and diverse culture where everyone is encouraged and empowered to be their authentic selves, and where our differences and unique perspectives are a key strength. Explore life at Fortune Brands here. Job DescriptionRESPONSIBILITIES:
- Answer a high volume of incoming customer calls and Email by actively listening to identify and own customer issues with a sense of urgency, positivity, and empathy
- Communicate professionally and effectively through phone calls and emails
- Create and Log Service Projects electronically and assign to appropriate parties, based on complexity
- Lead Level 1 and Level 2 Service Projects
- Provide technical assistance regarding measurements, drawings, and technical manuals and resolve a wide range of customer inquiries from installation to warranty assistance
- Identify root cause of issues identified, communicating with Production, Design, and Engineering
- Track and monitor completion of Level 1 and Level 2 field service corrective action by utilizing an internal tracking system
- Maintain daily, weekly, and monthly metrics for install and field service
- Approve all field service install requests before going to the customer
- Support legal claims as needed
- Cross train to support Service and Install
QualificationsBASIC QUALIFICATIONS:
- 3 - 5 Years of Customer Service experience required, preferably within the Service/Warranty or Customer Experience fields
- Ability to maintain a high level of professionalism. Communication skills required (Email & Phone etiquette) supporting the brand identity.
- Ability to field multiple service requests through email & phone conversations.
- Strong computer skills / Microsoft Word & Excel
- Ability to build and maintain customer relationships
- Must be able to read and interpret blueprints for part identification and the understanding of installation requirements. interpret information in AutoCAD
- Strong organizational skills for file and data collection
- Recognize and report any trends in services
- Some clerical work scanning & archiving files.
- Experience with window and door enclosures.
- Must have a clean driver's license
- Ability to travel occasionally.
PREFERRED QUALIFICATIONS:
- Experience in a Design-Build organization within the Construction and/or Building Materials Industry
- Ability to be assertive and work with a sense of urgency.
- Must be able to be in the office 8am to 4:30pm M-F (Not a remote position).
- Create & build out a Installation & Service log.
- Customer service support for Level 1 and Level 2 Service & Warranty inquiries. Mainly but not limited to the Veris product line. Strong communication, organizational and troubleshooting skills are necessary, as you'll be expected to find solutions to customer requests in a timely manner.
Additional Information 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 (including half-day summer Fridays per policy), inclusive fertility/adoption benefits, and more. We offer numerous Employee Resource Groups to support inclusivity and our associates' feeling of belonging at work. Fortune Brands is a brand, innovation and channel leader focused on exciting, supercharged categories in the home products, security and commercial building markets. Our portfolio of brands includes Moen, House of Rohl, Aqualisa, SpringWell, Therma-Tru, Larson, Fiberon, Master Lock, SentrySafe and Yale residential. Fortune Brands is headquartered in Deerfield, Illinois and trades on the NYSE as FBIN. Equal Employment Opportunity FBIN is an equal employment opportunity employer and does not discriminate against any applicant based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic. Reasonable Accommodations FBIN is committed to working with and providing reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application or interview process, please contact us at ...@fbin.com and let us know the nature of your request along with your contact information. Resumes submitted to this email address will not be responded to.