Work at RT London

Job Description

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 & Customer Solutions Manager is responsible for overseeing and 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
• Hire, coordinate, and manage seasonal field service support teams and/or local external partners as needed to assist with warranty and field service work
• 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 and 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

Job Description

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.

We have an immediate need for an Upholsterer to support our manufacturing operations. Previous wood machining or manufacturing experience is required.

Summary

The Upholsterer fits, installs, and secures material on frames, using hand tools, power tools, glue, cement and/ or staples. This role builds furniture up with loose fiber stuffing, cotton, felt, and/or foam padding to form smooth rounded surfaces as well as examines furniture, frames, upholstery, springs, and webbing to locate defects.

Key Responsibilities

• Read and interpret work orders, production schedules, and product specifications to determine materials and upholstery requirements.

• Pad, cover, trim, and finish upholstered furniture according to company quality and design standards.

• Apply foam, batting, and other padding materials to achieve proper support, comfort, texture, and contour consistency

• Measure, align, stretch, and secure upholstery materials using hand tools, pneumatic tools, adhesives, and stapling equipment

• Inspect frames, springs, webbing, fabric, leather, and finished products for quality defects or inconsistencies

• Maintain productivity and complete work accurately within established production timelines

• Follow all safety procedures, ergonomic practices, and equipment operating guidelines

• Maintain a clean and organized work area in accordance with housekeeping and safety expectations

• Communicate quality concerns, material shortages, equipment issues, or production delays to leadership promptly

• Cross-train and assist in related production areas as needed

• Perform other duties as assigned

Desired Qualifications

• Previous upholstery, furniture manufacturing, sewing, assembly, or related production experience preferred

• Ability to safely operate hand tools, pneumatic tools, and other production equipment

• Strong attention to detail and commitment to craftsmanship and product quality

• Ability to read and follow work instructions and production specifications

• Ability to work independently and as part of a team in a fast-paced manufacturing environment

• Basic problem-solving and troubleshooting skills

• Reliable attendance and strong work ethic

Physical Requirements & Working Conditions

• Ability to stand, walk, bend, twist, and perform repetitive motions throughout the shift

• Ability to lift, carry, push, and pull materials or furniture components regularly

• Ability to use hands and arms continuously for gripping, pulling, stretching, stapling, and tool operation

• Comfortable working in a manufacturing environment with exposure to noise, dust, adhesives, and moving equipment

• Ability to safely handle and maneuver large furniture components and materials

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 Description

Don’t see a position that fits your skills? We are always looking for talented, motivated individuals to join our team. By submitting a general application, you will be considered for future openings across various areas of the company.

Potential areas include:

• Manufacturing & Production (assembly, machine operation, finishing, quality control)

• Warehouse & Logistics (shipping, receiving, material handling, forklift operation)

• Engineering & Design (product design, drafting, CAD, continuous improvement)

• Sales & Customer Service (account management, inside sales, customer support)

• Office & Administrative (finance, marketing, purchasing)