District Field Technician Chicago at Backyard Discovery

Position Summary

The District Field Technician serves as the primary field-level technical expert and support resources within an assigned geographic district. This role is responsible for resolving customer escalations, quality issues, and completing hands-on installations weekly to support capacity, quality assurance, and field standards. Part of the role will be working side by side with newly onboarded technicians on their first several installations. This will help ensure they are providing the expected service.

The District Field Technician acts as a product expert, problem solver, and quality ambassador, installer, and ensuring consistent service within a territory.

Key Responsibilities

Hands-On Installations, Field Support & Market Coverage

• Complete approximately 3–5 installations per week to:
• Support capacity during peak demand
• Validate installation standards
• Assist with complex or high-profile jobs
• Follow the same documentation, quality, and customer service standards as independent technicians.
• Serve as a field resource for independent technicians when questions arise regarding:
• Product complexity
• Site conditions
• Installation challenges
• Identify recurring issues and communicate trends to leadership.
• Support coverage planning by providing insight into technician availability, skills, and gaps within the district.

Customer Escalation & Quality Resolution

• Serve as the primary escalation contact for complex or high-priority customer issues within the district.
• Respond to and resolve issues such as:
• Assembly defects
• Missed expectations
• Product damage or incomplete installations
• Conduct on-site visits when necessary to assess, correct, or complete work.
• Coordinate with operations, customer service, and contractors to ensure timely resolution.
• Document escalation outcomes and root causes to support continuous improvement.

Onboarding & Quality Assurance

• Lead field-based onboarding for newly onboarded 1099 assembly technicians.
• Demonstrate proper assembly techniques, safety best practices, and manufacturer guidelines for outdoor products including:
• Playsets
• Gazebos
• Pergolas
• Greenhouses
• Outdoor kitchens and related products
• Verify technicians understand:
• Product requirements
• Job documentation expectations (photos, completion notes)
• Customer interaction standards
• Provide feedback and coaching focused on outcomes and quality expectations, not methods or schedules.

Qualifications

Experience

• Hands-on experience assembling outdoor residential products (playsets, gazebos, pergolas, or similar).
• Prior experience training or mentoring technicians strongly preferred.
• Experience working in a contractor-based or field-service environment is highly desirable.

Skills & Attributes

• Strong mechanical aptitude and problem-solving skills.
• Excellent communication and customer-facing skills.
• Ability to remain calm and professional in escalated situations.
• Organized and detail-oriented with strong documentation habits.
• Comfortable traveling within an assigned district.

Physical Requirements

• Ability to lift and move heavy components (up to 75 lbs).
• Ability to work outdoors in varied weather conditions.
• Comfortable using power tools and hand tools regularly.

Work Environment

• Field-based role with travel throughout assigned district
• Combination of hands-on installation work, Installation sessions, and customer issue resolution