RT London is a domestic furniture manufacturer serving the needs of higher education, government contracts, human services, and related markets. We focus on innovative design and outstanding durability. Design, engineering, and manufacturing is all done in-house in Grand Rapids, Michigan.
Summary
The Field Service Technician is responsible for executing field service operations in a way that balances exceptional customer experience with cost-effective operational execution. This role serves as a critical link between customers, sales representatives, engineering, operations, and leadership to ensure warranty concerns, field service requests, sample logistics, trade shows, and mock-up needs are handled proactively and professionally.
The ideal candidate is highly organized, solutions-oriented, and capable of independently managing priorities while maintaining a servant-minded approach to customer interactions. This individual must be able to think critically, assess situations in the field, and determine the most efficient and customer-friendly path to resolution.
Key Responsibilities
- Coordinate and execute warranty service, field repairs, furniture installations, and support requests at customer sites
- Assess field situations and determine the most cost-effective and customer-focused approach for resolving issues while protecting company standards and relationships
- Work collaboratively with sales representatives to determine warranty, sample, mock-up, field service, and trade show support needs
- Partner closely with Engineering and customers to troubleshoot issues and develop appropriate warranty resolutions
- Collaborate regularly with the VP of Sales to establish priorities, align resources, and support strategic customer initiatives
- Plan and manage travel schedules strategically to maximize efficiency, productivity, and time on the road
- Maintain and prioritize an active schedule of warranty work, field service requests, sample deliveries, mock-up coordination, and trade show support
- Coordinate and execute the delivery, setup, teardown, and removal of product mockups, trade show booths, and display installations
- Occasionally support and supervise large-scale furniture installations across the US
- Serve as a professional, face-to-face representative of the company with customers, maintaining a servant-minded, solution-focused approach during warranty or service interactions
- Collaborate cross-functionally with sales, operations, engineering, and customer service teams to ensure successful execution and follow-through
- Maintain accurate communication and documentation related to service work, scheduling, and customer follow-up
Desired Qualifications
- Strong critical thinking and problem-solving abilities with the capacity to make sound field decisions independently
- Excellent customer service and interpersonal communication skills, especially in face-to-face situations
- Highly organized with the ability to efficiently manage multiple projects, schedules, and priorities simultaneously
- Self-starter with the ability to work independently while coordinating effectively across teams
- Strong mechanical aptitude with experience in furniture assembly, installation, woodworking, or related trades preferred
- Experience coordinating travel, logistics, or field operations preferred
- Professional written communication skills with the ability to clearly communicate via email and reports
- Ability to lead temporary field crews or coordinate external service partners when necessary
- Willingness to travel extensively, including overnight stays
- Valid Driver's License with clean driving record
Physical Requirements & Working Conditions
- Must be able to work days, nights, weekends, and holidays as needed
- Must be able to stand and walk for extended periods of time and perform repetitive physical motions
- Required to climb stairs, balance, stoop, kneel, crouch, bend, stretch, twist, and reach
- Push, pull, and lift up to 75 pounds
- Work in a variety of environments including hot, humid, noisy, and active job site conditions
Benefits
- Weekly pay schedule
- Health benefits BEGIN ON DAY ONE – medical, dental and vision
- Paid time off package as well as paid holidays
- Competitive pay with opportunity for career growth
- Health Saving Account with employer contribution
- 401(k) Plan with company match
- Company-paid group life insurance
- Employee Referral Program
Job Type: Full-time
Work Location: Hybrid remote in Grand Rapids, MI 49504
