Episode Transcript
Speaker 1 00:00:04 Welcome to the clear impact podcast brought to you by P G T I university. Thanks for joining us today. My name is Sherry Connor and I am your host.
Speaker 2 00:00:20 Uh, love my team and I'm very proud of them. We've really come a long way in the last two years, and I can only see, uh, better experiences and exceeding expectations for our customers on a daily basis.
Speaker 1 00:00:30 We stand behind our products and today we learn more about the team that literally does this many. Delosa our field services team director took a few minutes to chat with us today. We discussed how this team brings value to our dealer partners and ultimately to the homeowners that trust P G T I brands. Good morning. We are here on the clear impact podcast and we are continuing in our customer success podcast series. And today we have in studio, Manny Diosa our field services director. So welcome. Thank
Speaker 2 00:01:00 You. Good to be here.
Speaker 1 00:01:01 It's good to have you tell us a little bit about yourself?
Speaker 2 00:01:03 Well, I've been in field service for over 30 years. Okay. And I've managed at every level. I started off as an autonomous tech, myself carrying a tool bag and, uh, I've worked my way up through several organizations and ran field service teams as a director and junior VP, um, at least a couple times.
Speaker 1 00:01:20 Okay. Nice. And so you've been here. You started right after I
Speaker 2 00:01:24 Did February of, uh,
Speaker 1 00:01:25 2121.
Speaker 2 00:01:27 Yeah. Correct. So just shy of two years. Okay.
Speaker 1 00:01:29 Yeah. And let's talk about your team for a second. Like, I don't need a roster of names or anything, but tell us a little bit about your team and you know, where they are and what they do. And just talk about your team.
Speaker 2 00:01:41 Currently, my primary team, it consists of 74 field service techs, team leads, managers, water, testers. I have, uh, project coordinators and support admin. Wow. And, uh, most of 'em on average have a tenure here about seven years. And, uh, that's pretty good considering we've added 11 techs this year. Wow. And so most of 'em come from a background of windows and doors. We do have some exceptions like myself and one of my managers, uh, we both came over from medical, but we've all been in field service at some level for 20 plus years.
Speaker 1 00:02:12 Wow. And so they're located throughout the state of Florida or do they extend beyond those borders?
Speaker 2 00:02:18 All of my techs live in Florida. Okay. And they work out of, uh, eight remote warehouses all around the state of Florida. Okay. And that's where they are home based. They pick up their parts there and then they travel out. We do support do up to coastal Carolinas mm-hmm <affirmative> and then out west to the panhandle, Florida heading into Houston as far as Houston, but they're all based here in Florida. Okay.
Speaker 1 00:02:37 Awesome. And everyone on your team is a P G T employee, right?
Speaker 2 00:02:42 Considered a P G T I employee. So they're under the family umbrella of PGT innovations. Right. We do have techs that started their field service tenure with CGI WinDor mm-hmm <affirmative>, from that perspective, they still show up as CGI or window employees, but they fall under my umbrella of P G T
Speaker 1 00:02:59 I, right. That makes sense. I usually remember to say PPG T I it's still early <laugh> and so when do they get involved? Obviously there's a system in place and they get a request for service and things like that. And that all gets flushed out through whomever and customer care. I think Nina's involved in that and some others, but basically when do they arrive? What prompts them to show up?
Speaker 2 00:03:22 We pick up the ball when a service event is deemed to be a warrantied event. Okay. And it's everything after installation. And so if it's a product issue or a, uh, minor defect or something that has to do with a repair or an adjustment, that's outside of the scope of the installation and we pick up the ball there, we don't get involved in installation issues that we don't repair or install anything related to an installation.
Speaker 1 00:03:46 Okay. Awesome. And so what do you think the main reason that we have this team is it just to satisfy warranty issues? I
Speaker 2 00:03:54 Think the best way to state it is to say, we add value with our field service team, to our customers first and primary, we partner with them. And so instead of just having a warranty where we just send out the replacement part or assemblies, mm-hmm <affirmative>, we go the extra step and say, no long, we're not wanna just send you the items and leave you on your own. Mm-hmm <affirmative>, we're gonna go out there and take care of it for you. So it creates brand loyalty. Mm-hmm <affirmative>, and it helps us partner with our customers and they know and understand that we're in it together, and that we're gonna satisfy the end user mm-hmm <affirmative> as best we can. So that both the manufacturer PGT and our dealers win.
Speaker 1 00:04:30 Right. And that's one of the key selling points too, out in the field, you know, out in the market rather is that this line of doors, these lines of windows, this manufacturer is gonna stand behind the product. Right. And you know, we've been around, PGTs been around for 42 years. I know CGIs been around for quite some time, as well as WinDor and others, you know, we're not gonna just close our doors and be gone. Right, correct. That they do have a resolution that can be reached through us and through their customers. So,
Speaker 2 00:04:57 And I would also add, even though we don't get involved in installation issues, it's not a, a black and white, um, delineated line that we won't cross, we partner. And whether we feel it's a warranty situation or not, we do try our best to come to a, a resolution that's Ambu for both sides. Mm-hmm,
Speaker 1 00:05:12 <affirmative> nice. Yeah. And that's comforting too, for them that, like, they're not just gonna be trying to figure out something that they can't figure out. I mean, we do our best through education. Hi, P G T I university here and through videos and through installation, training, and classes and things like that. But every situation is unique and you know, if you've got installers that maybe just don't quite have a grip on it, it's nice to know that they've got some support. Right. Nice. Anything else you'd like to add?
Speaker 2 00:05:37 We recently started managing the service and support for echo windows down in medley, Florida. Okay. And we've, uh, brought their service support under our umbrella. So we're also expanding our reach there as PPG T I expands their portfolio and, uh, that's added another seven service and, and support team
Speaker 1 00:05:56 Members. Wonderful. And so what does an average day look like for you? Are you in the office? Are you out and about like, what do things look like for you
Speaker 2 00:06:03 Average day? We're not, we're not implementing new software. Yes. I would say that, uh, <laugh>
Speaker 1 00:06:08 Ouch. That's still fresh. <laugh>
Speaker 2 00:06:10 Most of my time is in the office and I do try to get out at least once a week. It's easier to get to the west coast and, but I travel to full state and I go to the warehouses. I try to be there on like delivery days. And then I do get out as much as possible to meet our dealers and customers.
Speaker 1 00:06:25 Nice. Anything else?
Speaker 2 00:06:26 Love PGT, love the environment, love the culture. Uh, love my team and very proud of them. We've really come a long way in the last two years. And I can only see, uh, better experiences and exceeding expectations for our customers on a daily basis.
Speaker 1 00:06:39 Awesome. Well, we're glad to have you, and, uh, it's nice to finally get a chance to sit down and talk with you in the studio. So I appreciate your time today. I appreciate
Speaker 2 00:06:47 Yours.
Speaker 1 00:06:47 All right. Take care, Manny. Thank you. Thanks. PG C I university is the customer education team for an entire family of brands. We began with the original easy breeze porch enclosure line then became P G T America's leading brand of impact resistant windows and doors. We then added CGI C G I C window, Western windows, new south windows, echo windows and doors, and our latest acquisition and Lynn windows and doors. We create products built to withstand major storms, keeping people safe, secure, and prepared. Our exceptional brands give you the protection you need without compromising design or functionality. P G T I university is here to educate you our listener so that you can be more informed about window and door products.
