Customer Service Repair Technician - Cabinets

Position Overview

The Customer Service Technician is responsible for providing excellent customer service through high-quality warranty repairs and product installations. This role plays a critical part in supporting both customer service and production operations, ensuring repairs are completed efficiently, safely, and to ILG’s quality standards.

Physical Requirements: Ability to stand, sit, walk, bend, and stoop for 8+ hours; minor lifting and carrying may be required.

Work Environment: Work performed at construction job sites and office locations with exposure to construction materials, paints, wood finishing products, and tools.

Company Overview: We are the leading national installer for select high-value interior finishes – including flooring, cabinets, and countertops – serving homebuilder, multi-family, commercial, and repair & remodel customers.

Key Responsibilities

• Level I:
  • Perform simple repairs and touch-ups following production installation across all trades.
  • Perform minor installation tasks during or after the production process.
  • Handle simple logistical tasks related to production installs and maintain an inventory of parts and tools for field operations.
  • Provide feedback to internal teams regarding potential product or process improvements.
  • Travel to local customer locations to perform field service and support, confirming and documenting completed appointments accurately and promptly.
  • Perform other duties as assigned.
• Level II:
  • Perform repairs in occupied homes in accordance with ILG standards and safety requirements.
  • Utilize advanced countertop repair and fabrication capabilities after training in two or more materials.
  • Communicate effectively with customers and internal staff to clarify scope and timelines.
  • Organize workflow efficiently while maintaining documentation related to repairs and materials.
  • Perform other duties as assigned.
• Level III:
  • Handle complex repairs and replacements involving three or more materials or trades, with advanced countertop expertise.
  • Mentor and support new or less experienced technicians.
  • Perform other duties as assigned.

Required Qualifications

• Level I:
  • High school diploma or GED, or an equivalent combination of education and experience.
  • 1–3 years of experience in construction or related trades.
  • Valid driver’s license and vehicle insurance as required by state law.
  • Experience in one or more trades such as Flooring (tile, carpet, wood, or LVP), Cabinets (repair, touch-up, and adjustment), and Countertops (basic repair or adjustment knowledge).
• Level II:
  • All Level I qualifications plus 2–5 years of experience in construction or related trades.
  • Flooring: Able to repair and replace tile and wood/LVP.
  • Cabinets: Proficient in repair, touch-up, and adjustment.
  • Countertops: Trained in two or more countertop materials.
  • Ability to perform repairs in occupied homes with good verbal communication and organizational skills.
• Level III:
  • All Level II qualifications plus 5+ years of experience in construction or related trades.
  • Expertise in larger replacements and repairs across multiple products and trades, with a focus on countertops.
  • Ability to mentor and train other technicians.
• Skills & Competencies:
  • Strong technical aptitude with knowledge of multiple trades including flooring, cabinetry, and countertops.
  • Excellent communication skills with customers and team members.
  • Strong organizational and time management abilities.
  • Demonstrated problem-solving and analytical skills to diagnose and resolve installation or repair issues.
  • Ability to follow safety standards and company policies consistently.
  • Commitment to quality, accountability, and customer satisfaction.
  • Proficiency in Microsoft Office Suite; SAP knowledge preferred.