Field Service Representative (PEMB)

About the job

Cornerstone Building Brands is looking for an experienced Field Service Representative to serve as a technical subject matter resource for post-shipment claims, material shortages, and field installation issues involving pre-engineered metal building systems. This role independently investigates complex field conditions by comparing information from builders and erectors with architectural and structural drawings, approval and erection drawings, bills of material, shop details, order history, manufacturing data, and shipping documentation. The Field Service Representative works across Engineering, Drafting, Manufacturing, Sales, Project Management, Logistics, and Customer Service to identify root cause, determine the appropriate corrective action, create accurate replacement or shortage orders, and communicate resolution to the customer. You will report to the Manager, Field Services.

• Manage assigned post-shipment technical claims, shortages, back charges and field issues from initial intake through final resolution, balancing customer impact, project schedule, cost, and business risk.
• Lead fact-based investigations with builders, erectors, contractors, and internal teams by collecting and validating photographs, field measurements, material identification, installation sequence, site conditions, and supporting documentation.
• Read, interpret, and cross-analyze architectural drawings, structural plans, approval drawings, erection drawings, shop details, bills of material, project specifications, change orders, production records, and shipping documentation to determine the facts of each claim.
• Apply advanced knowledge of complete PEMB systems, including primary framing, secondary framing, bracing, roof and wall panels, trim, framed openings, fasteners, accessories, finishes, and typical erection sequence.
• Determine the scope and likely cause of field issues, including potential shortages, fabrication errors, detailing or drafting discrepancies, engineering questions, shipping damage, customer changes, erection practices, back charges or jobsite conditions.
• Develop corrective action plans with the appropriate internal functions. Route repair, field modification, and structural questions to Engineering, then communicate approved technical direction to the customer and erector.
• Create and validate shortage and replacement orders with the correct part numbers, quantities, dimensions, material specifications, gauges, finishes, colors, fabrication requirements, shipping priority, and delivery information.
• Coordinate complex resolutions across Engineering, Drafting, Manufacturing, Quality, Sales, Project Management, Logistics, Delivery Coordination, and Customer Service. Establish clear owners, required actions, and completion dates.
• Communicate technical findings, responsibility determinations, limitations, and next steps in clear language. Manage difficult customer conversations while maintaining credibility and professional relationships.
• Exercise independent judgment when information is incomplete or conflicting. Identify the correct technical questions, determine when additional review is required, and escalate structural, safety, high-cost, repeat, or schedule-sensitive issues.
• Maintain complete and accurate case records in the CRM, including the reported condition, documentation reviewed, investigation findings, decisions, corrective actions, responsible parties, customer communications, and final resolution.
• Meet established response and resolution expectations by prioritizing cases, providing proactive status updates, and following open actions through completion.
• Analyze recurring claim and shortage trends, provide root-cause data, and recommend process, product, documentation, manufacturing, or training improvements to reduce repeat issues.
• Support periodic on-site investigations, customer meetings, training, and team meetings. Travel is expected to be approximately 10 percent based on business needs.
• Serve as a technical resource to customers, erectors, internal partners, and less-experienced team members by sharing PEMB knowledge and practical field experience.

• High school diploma or equivalent experience required.
• Technical education, certification, or degree in construction, drafting, engineering technology, architecture, manufacturing, or a related field preferred.
• Minimum of 5 years of progressive experience in the pre-engineered metal building industry, or an equivalent combination of directly related education and experience.
• Advanced working knowledge of PEMB components, construction methods, erection practices, manufacturing processes, and the interaction between building systems.
• Demonstrated ability to read and interpret architectural drawings, structural plans, approval and erection drawings, shop details, bills of material, and project specifications.
• Demonstrated experience conducting technical investigations, identifying root cause, developing corrective actions, and resolving issues involving multiple internal and external parties.
• Ability to evaluate incomplete or conflicting information, ask the correct technical questions, make sound decisions within the role’s authority, and recognize when Engineering or leadership review is required.
• Strong written and verbal communication skills, including the ability to explain technical information to builders, erectors, customers, manufacturing teams, and business partners.
• Strong organization and case-management skills with the ability to manage multiple complex claims, deadlines, and customer commitments in a remote work environment.
• Proficiency with Microsoft Excel and Word, CRM systems, and ERP or order-entry platforms such as Oracle or comparable systems.

Cornerstone Building Brands is a leading manufacturer of exterior building products for residential and low-rise non-residential buildings in North America. Headquartered in Cary, N.C., we serve residential and commercial customers across the new construction and Repair & Remodel (R&R) markets. Our market-leading portfolio of products spans vinyl windows, vinyl siding, stone veneer, metal roofing, metal wall systems and metal accessories. Cornerstone Building Brands’ broad, multi-channel distribution platform and expansive national footprint includes more than 18,800 team members at manufacturing, distribution and office locations throughout North America. Corporate stewardship and Environmental, Social and Governance (ESG) responsibility are embedded in our culture. We are committed to contributing positively to the communities where we live, work and play. For more information, visit us at http://cornerstonebuildingbrands.com .